Experience Matters

SEPTEMBER 29, 2014

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. I applaud McDonald’s for the move.

Customer Connectedness 264

Customer Connectedness ROI Employee Engagement Brand Values 264

Experience Matters

JANUARY 20, 2015

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

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.” With this post, I’m declaring 2015 “ The Year of the Employee.”. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. A strong brand provides guidance and motivation for employees and clarifies CX priorities.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

ProProfs Chat

JANUARY 30, 2020

Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. And we all know, what goes online, reaches everyone and hampers the brand image as well. Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. Source: Deloitte ) Tweet this.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. Temkin Group’s research has shown that customer experience leaders demonstrate four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.

Customer Connectedness 120

Customer Connectedness Customer Experience Infographics Video 120

Experience Matters

OCTOBER 14, 2014

Related: State of CX Management, 2014 ). Related: WL Gore Succeeds Without Employees ). It all starts with employee engagement. Cannon said that Employee Engagement is a precursor to CX. Related: The Untapped Value of Employee Engagement (Infographic) ).

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279