2014 Customer Experience Excellence Winners

Experience Matters

Congratulations to Temkin Group’s 2014 Customer Experience Excellence Award winners: Dell , EMC , and Touchpoint Support Services. Customer experience

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. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. consumers describing their experiences with and their loyalty to 268 companies.

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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. Here is the executive summary of the report: The 2014 Temkin Experience Ratings for Tech Vendors evaluates the customer experience of 62 large technology vendors.

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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. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. USAA and JetBlue took the top two spots, each with an NPS of more than 60.

‘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. I am often asked who the most customer centric brands in the UK are – the 2014 top 10 are a very good reflection: It is difficult to disagree with this bunch – although I am sure some will try!! Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008.

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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. The report includes a self-assessment and data to benchmark your VoC program. Here’s the executive summary: For the fourth straight year, Temkin Group has benchmarked the maturity of voice of the customer (VoC) programs within large organizations.

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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. Use our CX Metrics Assessment, along with data from large companies, to benchmark your organization’s CX metrics efforts.

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. As I have already alluded – the 2014 UK Customer Experience Awards were the biggest ever. So there we have it – BELIEF, GROWTH and SUSTAINABILITY – three words to sum up the 2014 UK Customer Experience Awards.

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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! Fast forward 100 years to 2014. In 2014 we have arguably eight (Shops; telephone; web; mobile; live chat; SMS; mail order; TV).

Customer Experience: Summing Up 2014

Maz Iqbal

Summing Up The State of Customer Experience As At 2014. Looking at 2014, based on my personal experience, the experience of fellow consultants, and reading the relevant articles/posts, I am of the view that I can sum up the state of Customer Experience in 2014 as follows: There are only a handful of organisations that compete on the basis of the Customer Experience and excel at it. I Find Myself Hurt, In Pain, With Sprained Ankle At Paddington Station.

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. What are you doing to deliver an authentic communication of gratitude to your customers, your family, your friends and everyone else who helped you make 2014 the best during very tough economic times?

‘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. Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become. At midnight tomorrow, 2014 will come to an end. If something did not work in 2014, try something new in 2015 – what have you got to lose?

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

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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

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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

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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.

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. ” and find myself in agreement with the author of the Nunwood 2014 UK CX report when they say (referring to First Direct) that the formula for CX excellence is a remarkably simple one. In the next post I will bring this series of post on the Nunwood 2014 UK CX report to a close.

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. Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you add any new ones mid-year?

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 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. When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues.

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. The bottom line : Happy Customer Service Week! Customer experience customer service Advantage Amazon.com AOL Apple bright House Networks Chick-fil-A Courtyard By Marriott Edward Jones Electrolux H.E.B

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. So when we were thinking about our CX Day celebration, it seemed like a perfect fit for us to do something about empathy. That’s why we created this free eBook: 25 Tips for Amplifying Empathy. Download free eBook.

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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!! As of the date of posting this blog (28th November 2014), British Gas have still not resolved the issue (despite being promised a response by Darren by the 24th November). In 2008, Dave Carroll’s guitar was broken by United Airlines.

Can I Get Some CX With That Big Mac?

Experience Matters

In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 The 2014 Temkin Experience Ratings of fast food chains shows that McDonald’s is tied for 16th spot out of 19 QSRs. McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. I applaud McDonald’s for the move.

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.

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2014 State of Customer Experience: Who Are UK’s Leaders And What Can We Learn From Them? (Part 4)

Maz Iqbal

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. Now think of Jeff Bezos at Amazon, or Tony Hsieh of Zappos, Steve Jobs at Apple, Richard Branson at Virgin… That concludes the conversation on Nunwood’s 2014 UK Analysis report. In this conversation I want to talk about CX improvement. Specifically, what Nunwood say about what it takes to generate CX improvement.

H-E-B and Trader Joe’s Earn Highest Emotion Ratings

Experience Matters

Our ROI of Customer Experience, 2014 shows that emotion is the most significant driver of loyalty, especially when it comes to consumers recommending firms to their friends. In a previous post, I defined the three elements of an experience: Success, Effort, and Emotion. Emotion is a significant blind spot for most organizations.

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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.

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. Here’s the executive summary: Although most organizations describe their voice of the customer program as a success, we’ve found that companies do not get nearly the value they should out of these efforts. VoC programs currently suffer from bloated surveys, isolated datasets, and outdated technology.

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Customer Experience = Success + Effort + Emotion

Experience Matters

My definition of customer experience remains the same as when I introduced it in 2008 : The perception that customers have of their interactions with an organization. Our model for customer experience has always been built on three components — functional , accessible , and emotional – which are the underlying elements in the Temkin Experience Ratings.

5 Reasons Why I Love Customer Experience Day

Experience Matters

In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to be in.” Have you been to the CXPA’s Insight Exchange or to one of our local networking events ? They’re great. Because CX professionals are a fantastic bunch of people. If you haven’t been to one of those events, then I highly urge that you do so in the future.

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.

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. The company who convinced the UK and beyond that ‘every little helps’ are going to need all the help they can get to fight through their greatest ever crisis.

The Value of Customer Experience

Experience Investigators by 360Connext

The second annual #CXDay is October 7th, 2014. The Second Annual #CXDay is October 7th, 2014. This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. Come celebrate with us! Scroll down for more details.). What’s the value of customer experience? It’s an interesting question.

The magic of Disney – now that’s what I call a Customer Experience!

ijgolding

I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with. This week I am absolutely thrilled to be able to share an inspiring story with you.

SaaS Customer Experience Starts in the C-Suite

Experience Investigators by 360Connext

In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011.

Five I’s of Employee Engagement (Video)

Experience Matters

Employee engagement is one of Temkin Group’s four CX core competencies. This video highlights our model for making improvements in what we call the Five I’s of Employee Engagement : Inform, Inspire, Instruct, Involve, and Incent. Also, check out our Employee Engagement Resources. The bottom line : Employees are an under-appreciated asset. Customer experience Employee Engagement