Experience Matters

DECEMBER 15, 2015

It’s once again the time of year for me to publish my CX trends. As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

APRIL 16, 2015

This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ). consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. The bottom line: Mobile use continues to rise.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

Experience Matters

JANUARY 6, 2015

It’s once again the time of year for me to publish my CX trends. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Matters

FEBRUARY 25, 2015

This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last year’s report ).

Report 120

Report Customer Connectedness Groups Retail 120

GetFeedback

MAY 9, 2019

That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. So when bad customer experiences happen, the news of it spreads on social channels and by word-of-mouth. The VoC is the heartbeat of any customer experience program.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Eptica

APRIL 25, 2018

Author: Olivier Njamfa Brands understand that consumer expectations are continually rising. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. Compelling Brand Values: Deliver on your brand promises to customers. Published on: April 25, 2018.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Experience Matters

MARCH 14, 2017

This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot). consumers about their media usage patterns and compared the results to similar data we […]. We just published a Temkin Group data snapshot, Media Use Benchmark, 2017.

Data 181

Data Groups Analysis Consumers 181