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Last week we polled our community and asked the following question: how actively involved do you consider your customers to be with your organization?
The results? 43% of respondents felt that their customers were extremely engaged, 38% felt that their customers were moderately engaged, and 19% thought their customers were moderately disengaged. No one thought their customers were extremely disengaged.
How do these results compare with recent ICMI research?
ICMI just closed a Customer Experience Management "Hot Buttons" research study this week. 550 contact center and customer service experts participated, and when asked the same question, the majority (63%) considered their customers to be moderately engaged with their company.
Want more insights and statistics on customer experience management? Look for the complete research study to release next month, and stay tuned for a webinar on the topic later this month.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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