Experience Matters

DECEMBER 30, 2014

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

Experience Matters

OCTOBER 15, 2014

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. 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. Download report for $195.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

Experience Matters

OCTOBER 21, 2014

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics'

Net Promoter Score 259

Net Promoter Score Study Report Customer Connectedness 259

Experience Matters

NOVEMBER 11, 2014

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

Infographics 312

Infographics Customer Connectedness Analytics Groups 312

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” 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. CX Training & Engagement.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120