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CX MATURITY ASSESSMENT

YOUR MATURITY COMPARED TO BEST PRACTICES

MARKETINGBESTPRACTICES

Indicated results from all best practices survey respondents.

WHY SHOULD YOU CARE ABOUT IMPROVING YOUR SCORE AND COMPARING TO OTHERS?

All of us live in a world of dynamic marketing. It’s a part of every business business. There are a number of indicators that a company must strive to achieve in order to accelerate marketing effectiveness and impact.

The information in the following charts are the summary responses for all marketing best practices assessment takers.

Customer experience (CX) is:

A strategic imperative that goes throughout the company

0%

We have a strategy that we're implementing

0%

An emerging priority that we are investing into

0%

Something we are exploring this year

0%

Not a priority for our business

0%

Customer experience (CX) strategy is:

Integrated and delivering predictable success

0%

Defined, moving to full integration

0%

Defined, but needs improvement

0%

We know we need one

0%

We don't have one

0%

Customer experience (CX) best practices are:

Mature, with audience-centric strategies, full integration and optimized execution

0%

Well defined, with user journeys for key personas

0%

Good, with a customer-first strategy, measured by customer satisfaction

0%

OK with our customers involved in product/services development

0%

None of the above

0%

Customer experience (CX) personalization is:

Fully integrated across website, customer service, call center, etc

0%

Integrated across all digital channels with shared data

0%

On our website and email responses using shared data

0%

Only done in email with non-shared data

0%

We don't personalize customer experiences

0%

Customer experience (CX) process is:

Fully integrated into every area of the business from strategy to optimization

0%

Integrated into marketing, sales and product development

0%

Integrated into marketing and sales only

0%

The primary driver of outbound marketing only

0%

No apparent, we don't have a customer experience process

0%

Customer experience (CX) is available on:

None of the channels below

0%

Website and email

0%

All the above + social media

0%

All the above + mobile devices

0%

All the above + IoT devices

0%

Who most closely "owns" the customer experience (CX):

Chief Executive Officer (CEO)

0%

Chief Experience Officer (CXO)

0%

Chief Operations Officer (COO)

0%

Vice President of Sales or Marketing

0%

The marketing or website team

0%

Executive management team engagement with customer experience (CX):

All are driving customer experience and optimization across the company

0%

Most are involved in many aspects of customer experience delivery

0%

Many are involved in some customer experience activities

0%

A few are involved in in a few customer experience areas

0%

No involvement

0%

Customer experience (CX) technology integration is:

Very high: we have our own innovation lab that drives new CX technologies

0%

High: we assess and integrate CX-driven technology on a regular basis

0%

Good: we have a CX technology architecture and are working to implement

0%

OK: we use CX technologies on our website, email and CRM

0%

Uncertain; we don't use CX technologies or we use them sparingly

0%

Customer experience (CX) analytics are.:

Leading edge: performance reporting, user insight analysis, optimized SEO/SEM, conversation personalization, experience optimization

0%

Better: performance reporting, user insight analysis and optimization of SEO/SEM

0%

Better: general performance and data-driven user insights

0%

Basic: mainly performance reporting

0%

Nonexistent: We don't have any

0%

TRANSFORM YOUR CUSTOMER'S EXPERIENCE

There is room for customer experience improvement in every company. If your strategy, plans, activities or metrics are suffering from vision, focus, process, integration, coordination or a lack of skill, experience and ideas, we’re here to help.

 

Customer experience. It’s your revenue and profitability future.

Stay on the cutting edge of transformational marketing.

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