Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers. Ready to start?

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

ijgolding

DECEMBER 30, 2014

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.

Customer Experience 214

Customer Experience Customer Experience Professionals Training Customer Journeys 214

Experience Matters

JULY 22, 2015

These ratings provide insights into how consumers evaluate their relationships with 100s of companies across multiple industries. In 2015, we examined 200+ companies across 20 industries based on a survey of 10,000 U.S. P.S. Here’s a link to the 2014 Temkin Ratings. 2015 Temkin Forgiveness Ratings.

Consumers 120

Consumers Industry Survey Customer Experience 120

Helen Dewdney

MARCH 29, 2022

What is a consumer champion? A “consumer champion” is the name given to an individual or organisation that speaks up for consumers and their rights. But how do you see a consumer champion? An advocate for the consumer? Some businesses do see the advantages of working with a consumer champion. A campaigner?

Consumers 59

Consumers Government Consulting Policies 59

Comm100

FEBRUARY 19, 2014

In other words, can the customer reach your company when they have questions/concerns or need assistance in making a purchasing decision? According to a Forrester Research report from March of 2013, voice remains the most widely used method by consumers with 71% stating this is their preferred choice when communicating with companies.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. Let’s listen to Nunwood (bolding mine): … experienced, well-informed consumers have expectations that are no longer industry-specific. In 2014, customer’s expect ethics as standard. .

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Experience Matters

DECEMBER 1, 2014

In the Temkin Group report State of CX Metrics, 2013 , we found that only 11% of large companies feel that they do a very good job of measuring customers’ emotional responses. As you can see in the list of leaders and laggards below (from ratings of 268 companies across 19 industries based on a survey of 10,000 U.S.

ROI 288

ROI Consumers Measurement Metrics 288

QuestionPro Audience

OCTOBER 2, 2018

I’m going to let you in on a deep, dark secret: there are still companies who do not conduct market research. Now, don’t ask me to try to explain their rationale, as it it far too crazy for me to comprehend, but I can say with confidence that I’m fairly certain these companies aren’t growing by leaps and bounds.

Brands 191

Brands Marketing Consumers Survey 191

Experience Matters

OCTOBER 27, 2014

As you can see in the charts below (from ratings of 268 companies across 19 industries based on a survey of 10,000 U.S. Led by a five point improvement in credit cards, 13 out of the 19 industries improved between 2013 and 2014. Hotels dropped eight points from 2013 to 2014, by far the largest of the three industries that declined.

Hotels 248

Hotels Retail Industry Measurement 248

QuestionPro Audience

FEBRUARY 12, 2018

million in 2014!), The goal of conducting market research is to equip your company with the information you need to make informed decisions. Consumer needs change over time, influenced by new technology and different conditions, and you may find new needs that are not being met, which can create new opportunities for your business.

Marketing 239

Marketing Consumers Study Innovation 239

ijgolding

AUGUST 13, 2014

The number of Bookstores physically present on UK high streets have fallen to less than 1000 in 2014 – down over a third in the last ten years. In 2014, bookstores need to demonstrate that they offer something more than books. In 2014 the world for pharmaceutical companies looks very different. Generic products are rife.

Customer Centricity 215

Customer Centricity Retail eBook Industry 215

Helen Dewdney

SEPTEMBER 4, 2018

As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Dave feedback about The Complaining Cow in his Tesco Plc Half Year 2014/15 Earnings Presentation October 23 rd 2014. “I’ll Consumer law change.

Case Study 60

Case Study Consumers Study Social Media 60

Helen Dewdney

DECEMBER 11, 2022

I first met John back in 2014. It is the largest pureplay mobile phone retailer in the UK and delivers nationwide in the UK and Germany using its best-in-class logistics company. Listen to more The Complaining Cow Consumer Show interviews. East London Radio The Complaining Cow Consumer Show.

Consumers 67

Consumers NPS Retail Industry 67

Alida

MARCH 21, 2018

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. So while NPS is a good starting point, companies shouldn’t stop there.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Experience Matters

MARCH 20, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. in 2014 to 64.0% Capital One 360 spent its first year in the Ratings at the bottom of the investment industry, scoring 55% and placing 245th out of 293 companies.

Effort Score 120

Effort Score Customer Experience Financial Industry 120

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. After decreasing its average score for the past three years, the hotel industry increased in the 2015 Ratings to 66.2%, up from 60% in 2014, the highest rating over all five years.

Hotels 120

Hotels Customer Experience Effort Score Industry 120

ijgolding

NOVEMBER 25, 2014

In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it. Our need for Wi-Fi has become so critical that most consumers see it as a basic requirement when interacting with organisations – unfortunately, many businesses do not quite see it that way.

Social Media 212

Social Media Hotels Entertainment Retail 212

Experience Matters

APRIL 21, 2015

consumers to rate the level of forgiveness earned by 293 organizations across 20 industries ( see.pdf with full list ). You can see all of the company data on the Temkin Ratings website. See how your company can reference these results. We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings.

Insurance 120

Insurance Airlines Banking Retail 120

Experience Matters

MARCH 13, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. in 2014 to 63.7% Subaru not only experienced the sharpest decline of any auto dealer, but it actually experiences the sharpest decline of any company in the Ratings.

Customer Experience 120

Customer Experience Industry Customers Survey 120

Experience Matters

OCTOBER 13, 2015

This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

MAY 26, 2015

consumers to rate the customer service of 278 organizations across 20 industries ( see.pdf with full list ). You can see all of the company data on the Temkin Ratings website. See how your company can reference these results. The company took the bottom two spots for its TV service and Internet service businesses.

Customer Service 120

Customer Service Airlines Banking Insurance 120

Experience Matters

MARCH 26, 2015

consumers to rate the level of trust that consumers have with 293 organizations across 20 industries. Four industry averages increased more than one point in their Temkin Trust Ratings between 2014 and 2015: Hotels (+4.2 132 companies have been in the Temkin Trust Ratings for five years. It uses feedback from 10,000 U.S.

Wireless 120

Wireless Banking Airlines Hotels 120

Experience Matters

MARCH 11, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Amazon took the top spot with a rating of 76%, placing it 41 st overall out of 293 companies. Apple came in second with a rating of 68% and an overall ranking of 119 th.

Customer Experience 120

Customer Experience Industry Survey Consumers 120

Experience Matters

MARCH 13, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. in 2014 to 72.9% DHL increased its rating more than any other parcel delivery company, improving its score by 10 percentage-points between 2014 and 2015.

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Experience Matters

MARCH 18, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. The average rating for the wireless carrier industry dropped from 62% in 2014 to 61% in 2015—the first times in the history of the ratings that the industry’s average declined.

Wireless 120

Wireless Effort Score Customer Experience Industry 120

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. JetBlue took the top spot with a rating of 75%, placing it 52 nd overall out of 293 companies across 20 industries. percentage-points. percentage-points.

Airlines 120

Airlines Customer Experience Industry Customers 120

Experience Matters

MARCH 16, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. The average industry score for the effort component dropped from 85% in 2014 to 84% in 2015, while the average score for the emotion component dropped from 69% to 68%.

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Experience Matters

MARCH 12, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. USAA has maintained its position as the top-rated insurer for the fifth year in a row, earning a 75% rating and ranking 52 nd out of 293 companies across 20 industries.

Insurance 120

Insurance Industry Effort Score Customer Experience 120

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. in 2014 to 60.0% It increased by eight percentage-points between the 2013 and 2014 TxR, and by another nine points between the 2014 and 2015 TxR.

Effort Score 120

Effort Score Customer Experience Industry Trends 120

Experience Matters

MARCH 18, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. The average rating for the TV service providers industry dropped from 54% in 2014 to 52% in 2015—the first time in the history of the Ratings that this industry has declined.

Effort Score 120

Effort Score Customer Experience Communication Industry 120

Experience Matters

MARCH 11, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Blackboard dropped seven points between 2014 and 2015—from 54% last year to 47% this year—making it the lowest ranked software company for the second year in a row.

Software 120

Software Industry Effort Score Customer Experience 120

Experience Matters

MARCH 20, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. USAA and credit unions tied for the top spot, each with a rating of 81%, putting them in 8 th place overall out of 293 companies across 20 industries.

Banking 120

Banking Customer Experience Industry Groups 120

Brandwatch CX

MARCH 7, 2023

of social logins made by consumers to sign into the apps and websites of publishers and brands If you’d like more facts, we’ve written a full post of Facebook Statistics Twitter statistics 500 million people visit Twitter each month without logging in There is a total of 1.3 Facebook accounts for 53.1%

Social Media 98

Social Media Video Advertising Marketing 98

Experience Matters

MARCH 16, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. PetSmart and Amazon.com tied for the top spot, each scoring 82%, which put them both in 4 th place overall out of 293 companies across 20 industries. percentage-points.

Retail 120

Retail Customer Experience Industry Customers 120

Experience Matters

MARCH 12, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. TriCare took the top spot with a rating of 67%, placing it 128 th overall out of 293 companies across 20 industries.

Effort Score 120

Effort Score Customer Experience Healthcare Industry 120

NetBase

AUGUST 4, 2020

Using social listening to solve consumer and brand concerns. And here are some white space statistics uncovered with white space intel, to help you along, including: Digital Food orders have grown 300% faster than dine-in since 2014. Where will your brand fit in and what will the consumer sentiment be? Solving Consumer Concerns.

Social Media 83

Social Media How To Consumers Brands 83