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‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

ijgolding

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. The report is a fascinating assessment of the customer centric nature of brand names that we interact with on a daily basis. Personalisation.

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4 storytelling devices to enhance your research reports and presentations

Vision Critical

The days of data tables, 100-slide presentations and 300-page reports are done. The smartest researchers today know that their job isn’t just to generate data points and reports. Today, storytelling is the key to communicating research findings in ways that create impact. One challenge researchers have to address is using storytelling in the context of evidence-based decision making.

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2015 Global Customer Service Report: Customer Expectations and Location, Location, Location

Tricia Morris

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. The 2015 Global State of Multichannel Customer Service Report also reveals numerous differences in customer service expectations and preferences based on location. Download the Full Report.

Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

Vision Critical

The report, The Everything Guide to Generation Z , provides statistics and insight for marketers, customer experience and innovation pros in all major industries. Download the report for more stats and insight on Gen Z. Generation Z, the cohort born between 1996 and 2010, is ready for the spotlight. In U.S. alone, there are 65 million of them. Optimistic and self-assured.

Report: ROI of Customer Experience, 2015

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2015. This report also includes a five-step approach for building a model that estimates the value of CX for your organization. Download report for $295. To see the customer experience levels of all 293 companies, download to the free 2015 Temkin Experience Ratings report.

Introducing CustomerGauge 4.0 and the All-New Report Hub

CustomerGauge

and the All-New Report Hub appeared first on CustomerGauge. Introducing CustomerGauge 4.0! Like a proud parent parading our child’s 1st place prize, we’re happy to brag about our newest release, which we began rolling-out yesterday. This new release involved 18 months of planning and engineering. The post Introducing CustomerGauge 4.0 Blog Featured CustomerGauge 4.0

Report: B2B Customer Experience Best Practices

Experience Matters

We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes. Download report for $195.

NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer Service

Tricia Morris

With the Institute of Customer Service reporting that customer satisfaction in the U.K. State of Multichannel Customer Service Report also takes a look at current social customer service expectations, showing that 65% of consumers now expect a response from a brand or organization within 24 hours when they post or tweet in regard to service. A newly-released 2015 U.K. The 2015 U.K.

7 Steps to Dynamic Customer Experience Measurement [Forrester Report]

Qualtrics

According to a recent Forrester report , most companies are making the same three mistakes when it comes to customer experience: Failing to regularly measure CX quality. Download the full report for free here to learn how to implement these seven steps. The post 7 Steps to Dynamic Customer Experience Measurement [Forrester Report] appeared first on Qualtrics. Be transparent.

Report: 2015 Temkin Experience Ratings

Experience Matters

Download report for Free You can also download the dataset in Excel for $395. Here’s how the industries compare with each other: Download report for FREE. We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. In the fifth year of the Ratings, we analyze feedback from 10,000 U.S. Get the Data.

The ultimate report on Millennial customers: Gen Y attitudes and their impact on tech, finance, media and other major industries

Vision Critical

In a new comprehensive report, Vision Critical, in partnership with the insights consultancy Maru VCR&C, set out to uncover truths and bust myths about this elusive generation. Get your copy of the report. We collected a taste of the report’s most fascinating findings below. In the U.S. alone, Millennials number 80 million, and control over $600 billion in annual spending.

Report: ROI of Customer Experience, 2016

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2016. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers that describes both their experiences with and their loyalty to different companies. […].

Report: 2015 Temkin Loyalty Index

Experience Matters

We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. Download report for $395. includes report plus dataset in Excel). Download report for $395. includes report plus dataset in Excel). consumers to 293 companies across 20 industries. Recommend the company to others.

Report: Net Promoter Score Benchmark Study, 2015

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. Download report for $495. includes report plus dataset in Excel). Download report for $495. includes report plus dataset in Excel). If you want to know what data is included in this report and dataset, download this sample Excel dataset file. consumers.

FREE Report: 5 Value Drivers To Make Your Smartwatch App Indispensable

Kerry Bodine

We’re thrilled to share the findings of our research in a FREE report: Smartwatch Apps That Work: 5 Value Drivers To Make Your App Indispensable. What’s the value of a smartwatch? What do consumers expect from these multitasking wearable devices? And how can brands take advantage of this tiny addition to the device ecosystem? To uncover the answers to these questions, Kerry Bodine & Co.

Report: 2016 Temkin Experience Ratings

Experience Matters

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 294 organizations across 20 industries. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. This year, […]. 2016 Temkin Ratings Benchmarks Customer Connectedness Customer experience Temkin Group Research

How to Get Actionable Insight from your Contact Center Reporting

BlueOcean

It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. Reporting on Average Handle Times and Average Speed of Answer, as well as other key metrics, is standard in contact center reporting.

Report: Behavioral Guide to Customer Experience Design

Experience Matters

We just published a Temkin Group report, Behavioral Guide to Customer Experience Design. In this report, we identify best practices for tapping into these heuristics and biases across three areas of experience design; companies can Nudge customers in the right direction, Assist them in accomplishing their goals, and Enhance their overall experience. Download report for $195.

Tech Tip - Gaining Insight from User Role Reports

Verint

and higher of Verint Workforce Optimization supports customized reporting for user access rights? Fortunately, Verint makes it easy to access reports by person and organization to see an individual’s role and scope assignment. First, log in and select Reports, and under Requests and Results, select Parameters. Did you know that Version 11.0

New Report: ROI Of Customer Service & Customer Experience

Natalie Petouhof

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center. However, this paradigm is and has always been false. Deficiencies in achieving First Contact Resolution (FCR) .

Report: Economics of Net Promoter Score, 2016

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter, 2016. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 294 companies across 20 industries, […]. Business impact Customer experience ROI of Customer Experience Temkin Group Research

Report: Tech Vendor NPS Benchmark, 2015 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. The report includes graphics with data for NPS, purchase intentions, likelihood to forgive, and likelihood to try a new offering.

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Report: Activating Middle Managers to Drive CX Change

Experience Matters

We just published a Temkin Group report, Activating Middle Managers to Drive CX Change. In this report, we also describe the critical role that senior leaders must play across all of these strategies. Download report for $195. The report contains details on 21 best practices across five categories: Download report for $195.

Report: Make Your VoC Action-Oriented

Experience Matters

We published a Temkin Group report, Make Your VoC Action-Oriented. This report identifies five strategies for simplifying VoC programs: Stakeholder Empathy, Tailored Insights, Feedback Rationalization, Loop-Closing, and Customer Journey Alignment. Download report for $195. Here are the best practices we discuss in the report: Download report for $195.

Report: Economics of Net Promoter, 2015

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter, 2015. Download report for $295. Download report for $295. You mat also want to see our latest NPS Benchmark Report with NPS data on 283 companies. Meanwhile, the percentage of those who are likely to try new offerings ranges from 70% for major appliances and software firms down to 52% for banks.

Report: Unlocking Customer Insights From Contact Centers

Experience Matters

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. In this report, we outline how companies’ efforts should shift across each of the Six D’s of a VOC program: Detect, Disseminate, Diagnose, Discuss, Design, and Deploy. Download report for $195.

A Tale of Two Marketing Reports

Think Customers

Omnichannel is becoming more than a buzzword. Providing seamless experiences across channels and consistency in messaging and engagement is a 'must' for companies. In our connected world, the stakes are high for delivering CX that customers expect and want. Therefore, it's imperative for marketers to take on a greater role in evolving the experiences customers receive when interacting with their brands. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Report: ROI of Customer Experience, 2014

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2014. This report also includes a five-step approach for building a model that estimates the value of CX for your organization. Download report for $395. Here’s the first figure in the report: Download report for $395. The bottom line: Customer experience is highly correlated with loyalty.

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Report: The Future of Customer Experience Insights

Experience Matters

We published a Temkin Group report, The Future of Customer Experience Insights. The report identifies five trends that will redefine the value and role of customer feedback and insights. The report includes a readiness checklist for companies to assess their current customer insights efforts. Download report for $195.

Report: Engaging Millennials in the Workplace

Experience Matters

We just published a Temkin Group report, Engaging Millennials in the Workplace , which provides five employee engagement strategies for younger workers. Download report for $195. Here’s an overview of the five strategies: Download report for $195. We also added a checklist to help HR departments drive these five strategies across their core processes.

Top 3 Insights from the 2016 Global Contact Center Benchmarking Report

Calabrio

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Below are the top three insights from the report and what you can do to make sure your business stays ahead. The post Top 3 Insights from the 2016 Global Contact Center Benchmarking Report appeared first on Calabrio. If there’s one thing I’ve learned from being in this industry for more than a decade, it’s that when things change, they change very quickly. The benefits of the cloud are many.

Report: Employee Engagement Competency & Maturity, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Download report for $195. The report includes data for benchmarking your organization’s employee engagement competency and maturity levels. Download report for $195. We also found that many companies face challenges when trying to make improvements.

Report: State of Employee Engagement Maturity, 2016

Experience Matters

We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. As engaged employees are critical assets, it’s not surprising our data shows that customer […]. Assessments Benchmarks CCXP1 Customer-Centric Culture CCXP4 Customer Experience Strategy Customer experience Employee Engagement Temkin Group Research Trends

Report: Creating and Sustaining a Customer-Centric Culture

Experience Matters

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. In this report, we’ve compiled case studies of how five organizations—Hagerty, Hilton Garden Inn, Oxford Properties, Safelite AutoGlass, and Transamerica—apply these EET practices to create and sustain their customer-centric cultures. Download report for $195. Download report for $195.

New Report: Is Your Company Making Self-Service A Priority?

Natalie Petouhof

This report looks at the nine pillars for successful customer self-service include: Some of the benefits of providing excellent customer self-service are: • Reducing the cost to serve customers through the deflection of issues from the content center. For more information about this report, you can find it here. Tweet. This paradigm is false. It makes no sense at all.

What’s driving Success in Apparel? Find out in ForeSee’s FXI Retail Special Report

ForeSee

Find out in ForeSee’s FXI Retail Special Report appeared first on ForeSee. Customer Satisfaction Retail Apparel customer satisfaction ForeSee reports FXI ScoresOnline sales of retail apparel and accessories is seeing huge growth, both here in the U.S. and across the globe. Just last week we highlighted some of those trends in. The post What’s driving Success in Apparel?

Report: The Federated Customer Experience Model

Experience Matters

We published a Temkin Group report, The Federated Customer Experience Model. Here’s the executive summary: When a company starts its customer experience (CX) journey, it often establishes a centralized team to build the necessary internal capabilities and catalyze change. However, that team’s effectiveness can be limited by a number of things, including divided attention within lines […]. Best Practices Customer experience Temkin Group Research analytics text analytics