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.

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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.

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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: 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.

‘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.

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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.

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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.

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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!

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.

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.

‘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.

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.

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 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.

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

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

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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.

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.

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.

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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!! In 2008, Dave Carroll’s guitar was broken by United Airlines.

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.

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.

The Worst Customer Experiences of 2014

Think Customers

Here are the worst customer experiences in 2014. As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I''m joining in with my lists of cheers and jeers in the customer experience world. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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.

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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.

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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.

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.

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.

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!

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.

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.

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.

Customer Service – Which Comes First – the Customer or Your Staff?

Kristina Evey

Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. You MUST value and appreciate the business, revenue, and referrals they bring you.

What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience

ijgolding

If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences.

Arizona Diamondbacks CEO Creates Fan-Centric Culture

Experience Matters

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall was extremely passionate about customer experience.

NBA’s Oklahoma City Thunder CLICKs With Its Fans

Experience Matters

I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts.

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