The Ultimate Customer Experience Infographic, 2014

Experience Matters

Here are links to the research referenced in this infographic: ROI of Customer Experience, 2014. The State of CX Management, 2014. 2014 Temkin Experience Ratings. Employee Engagement Benchmark Study, 2014.

Report: ROI of Customer Experience, 2014

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries.

ROI 325

Report: 2014 Temkin Experience Ratings of Tech Vendors

Experience Matters

We just published a Temkin Group report 2014 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 802 IT decision makers from large North American firms.

Report 331

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

ijgolding

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008.

Report 252

Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S. consumers.

Report: State of VoC Programs, 2014

Experience Matters

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. Based on data from 218 large organizations with at least $500 million in annual revenues, we examined VoC efforts within large organizations.

Report 257

Report: The State of Customer Experience Metrics, 2014

Experience Matters

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. This is the fourth year that we’ve published this report on how companies are using CX metrics.

Innovative Service: A Fond Farewell to 2014!

Wired and Dangerous

As 2014 draws to a close it is a time to reflect on the good that came from the challenging times of the past year and to express our gratitude to all of those who helped make 2014 the best it could be.

20 Most Popular Customer Experience Matters Posts in 2014

Experience Matters

Here are the 20 posts that were read by the most people in 2014 (in alphabetical order). 14 Customer Experience Trends for 2014 (The Year of Empathy). 2014 Temkin Experience Ratings. note: See updated NPS benchmark from 2014 ]. Report: ROI of Customer Experience, 2014. Report: What Happens After a Good or Bad Experience, 2014. The Ultimate Customer Experience Infographic, 2014. USAA and Amazon Top 2014 Temkin Customer Service Ratings.

Temkin Group Plans For CX Day 2014

Experience Matters

Here are some of our plans for CX Day 2014: Research discount. Anyone who attends one of the two Temkin Group webinars will receive a code for downloading a free copy of the report, Lessons in CX Excellence, 2014. Last year Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 7th and we’re planning an even bigger celebration.

Groups 205

Customer Experience: Summing Up 2014

Maz Iqbal

Summing Up The State of Customer Experience As At 2014. Filed under: CRM , Culture , Customer Experience , Customer Philosophy , Customer Service Tagged: customer experience , customer experience gurus , customer service , state of customer experience 2014.

Belief, Growth and Sustainability – my perspective on the 2014 UK Customer Experience Awards

ijgolding

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be.

Groups 274

1914 Vs 2014: When was the best time to be a customer?

ijgolding

That is why I want to pose the question – 1914 or 2014: when was the best time to be a customer? For a customer there was only one predominant way to shop… one ‘channel’ That channel was the channel that in 2014 is continually in decline – Face to Face!

‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015

ijgolding

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. At midnight tomorrow, 2014 will come to an end.

14 Worthy Customer Experience Reads for 2014

CX Journey

Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year.

2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 3)

Maz Iqbal

If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. In the next post I will bring this series of post on the Nunwood 2014 UK CX report to a close.

2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 1)

Maz Iqbal

The 2014 UK Analysis put together by Nunwood ‘s Customer Experience Excellence Centre. Waitrose ascends the rankings moving from being number ten (2013) to being number 7 (2014). M+S (both Simply Food, and Your M+S) descend towards the bottom of the Top 10 in 2014. Yesterday, I received one of the few publications I find worth reading. Which publication? In this series of posts, I will be sharing with you my take on this report and its findings and recommendations.

10 Customer Experience Factoids from 2014 (Infographic)

Experience Matters

I looked through Temkin Group’s 2014 research and picked out 10 interesting factoids. The bottom line : We did a lot of research in 2014! It was difficult to narrow down to 10 items that collectively provide a sense of the state of customer experience.

Maritz Research 2014 Game Day Survey

MaritzCX

Ready to take the Maritz Research Game Day Survey? Click here. Don’t know football? It doesn’t matter. Not athletic? You don’t need to be. Our survey lets you play along with Seattle and Denver as they take the field this Sunday, and all you need to do is take your best guess. On the website Bovada there. View Article. General

Survey 200

Maritz Research 2014 Game Day Survey

MaritzCX

Ready to take the Maritz Research Game Day Survey? Click here. Don’t know football? It doesn’t matter. Not athletic? You don’t need to be. Our survey lets you play along with Seattle and Denver as they take the field this Sunday, and all you need to do is take your best guess. On the website Bovada there. View Article

Survey 200

Maritz Research 2014 Game Day Survey

MaritzCX

Ready to take the Maritz Research Game Day Survey? Click here. Don’t know football? It doesn’t matter. Not athletic? You don’t need to be. Our survey lets you play along with Seattle and Denver as they take the field this Sunday, and all you need to do is take your best guess. On the website Bovada there. View Article

Survey 200

Marketing Research 2014 Conference Interview: Briana Brownell - Frank Reactions

Tema Frank

gave a talk about lessons learned in trying to use gamification in … Continue Reading → The post Marketing Research 2014 Conference Interview: Briana Brownell appeared first on Frank Reactions. I’m in Saskatoon at the Marketing Research & Intelligence Association (MRIA) National Conference. I’ll be posting a few interviews from the conference. Briana Brownell, of Insightrix Research Inc.,

5 Call Center Tech Trends That Have Become Mainstream in 2014

Win the Customer

As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape.

Doomsday For Canadian Marketers: CASL Takes Effect July 1, 2014 - Frank Reactions

Tema Frank

July 1, 2014 is the day the Canadian Anti-Spam Law (#CASL) takes effect. And it’s got a lot of marketers … Continue Reading → The post Doomsday For Canadian Marketers: CASL Takes Effect July 1, 2014 appeared first on Frank Reactions. You’ve been hearing about it. Your in-box has been flooded with begging requests to say you’ll stay on e-mail lists.

Customer service week 2014

Very Best Service

Customer service week is taking place from 6th October 2014 until 10th October 2014. Once again, we list below some of the initiatices we have come across, mainly via Twitter. With the increasing popularity of Customer Service Week, the number and range of ideas is growing rapidly, making it a week to enjoy for customers all around the country.

Capitalizing on the Voice of the Customer (Infographic)

Experience Matters

Here are links to the research referenced in the infographic: State of VoC Programs, 2014. What Happens After a Good or Bad Experience, 2014. Voice of the customer programs are a cornerstone for most customer experience efforts.

Accessibility is Key to Customer Satisfaction in 2014

Comm100

Chat Away in 2014. The post Accessibility is Key to Customer Satisfaction in 2014 appeared first on Comm100 Blog.

From Bricks ‘n Mortar to Online Store Success (& More From Dx3 2014) - Frank Reactions

Tema Frank

The … Continue Reading → The post From Bricks ‘n Mortar to Online Store Success (& More From Dx3 2014) appeared first on Frank Reactions. Today we’ve got two interviews about new online store happenings, from the recent Dx3 conference in Toronto. The first is with Ben Burmaster, who has grown SnuggleBugz from a bricks and mortar retail store to one of Canada’s top online retail successes.

2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 2)

Maz Iqbal

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. In 2014, customer’s expect ethics as standard. . Here, it occurs to me that it is worth pointing out that First Direct is No 1 on the 2014 list of CX Champions. Let’s pick up this conversation in the next post where I propose to focus on highlighting some key features of the 2014 CX Champions.

Accessibility Can Be a Key to Customer Satisfaction in 2014

Win the Customer

Can your customer reach you when they have questions or concern to ensure customer satisfaction in their greatest time of need?

eBook: 25 Tips for Amplifying Empathy

Experience Matters

Happy CX Day 2014 ! As I mentioned in my 14 Customer Experience Trends for 2014 , this year will be the “Year of Empathy.” ” Given the focus on this key area, Temkin Group created the Amplify Empathy movement.

eBook 277

Congrats To Industry Leaders in Customer Service

Experience Matters

Since today is the last day of Customer Service Week, I’m give a shout out to industry leaders in the 2014 Temkin Customer Service Ratings. The chart below shows the leaders across 19 industries, along with where they ranked compared with the 233 companies in the ratings.

2014 Holiday Shopping Trends: The Early Returns Are In

ForeSee

In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. The post 2014 Holiday Shopping Trends: The Early Returns Are In appeared first on ForeSee.

Who will be the next ‘United Breaks Guitars’? Don’t let it be you!

ijgolding

After 50 calls between British Gas and Scottish Southern, I received a panicked phone call from our tenant in March 2014 to say that British Gas had served a warrant to ‘rip out’ the gas meter!! In 2008, Dave Carroll’s guitar was broken by United Airlines.

Shareholder or Customer First? The difference between Tesco and Amazon

ijgolding

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Tesco continued their unfortunate journey from world domination to public implosion.

10 Must-Reads for a Better Customer Experience in 2015

360Connext

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about.

The Six Laws of Customer Experience (Video)

Experience Matters

This video explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people and organizations behave, companies can make smarter decisions about what they do, and how they do it.

Video 342