The Ultimate Customer Experience Infographic, 2014

Experience Matters

In honor of Customer Experience Day, Temkin Group created its second annual “The State of Customer Experience” infographic. Here are links to the research referenced in this infographic: ROI of Customer Experience, 2014.

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. 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.

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‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report


Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! 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.

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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: The State of Customer Experience Metrics, 2014

Experience Matters

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. Companies are best at measuring customer service and phone-based experiences and worst at measuring the experiences of prospects and customers who defect.

Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

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

Report: State of VoC Programs, 2014

Experience Matters

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.

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Customer Experience: Summing Up 2014

Maz Iqbal

Customer Experience: What Is The Default Setting? Why is that the floor at Paddington Station did not facilitate one of its primary roles: enable passengers (customers) to walk about easily, freely, quickly (if need be) around the railway station?

Belief, Growth and Sustainability – my perspective on the 2014 UK Customer Experience Awards


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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Temkin Group Plans For CX Day 2014

Experience Matters

Here are some of our plans for CX Day 2014: Research discount. Aimee Lucas will present Building Customer Experience Competencies at 10:00 AM ET and Denise Bahil will present 10 Best Practices for Deploying Text Analytics at 5:00 PM ET. 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. Customer experience

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1914 Vs 2014: When was the best time to be a customer?


An experience like no other, we were transported back in time to the turn of the 20th century to find out how life was like for our ancestors. Two years on, I am continually reminded about our Turn Back Time experience as commemorations for the start of World War I increase in visibility.

‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015


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. It is difficult to find a company at the end of a long twelve months that is not talking about Customer Experience.

14 Worthy Customer Experience Reads for 2014

CX Journey

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 stick with all of your CX resolutions for 2014? What the Hell is Customer Experience?

10 Customer Experience Factoids from 2014 (Infographic)

Experience Matters

I looked through Temkin Group’s 2014 research and picked out 10 interesting factoids. It was difficult to narrow down to 10 items that collectively provide a sense of the state of customer experience. The bottom line : We did a lot of research in 2014!

Norwegian – Customer Experience Review


I have heard many things about them from friends and colleagues and was keen to test the experience for myself. 11th December 2014. By 2013 Norwegian had started to receive awards for the best European low-cost carrier – a trend that has continued into 2014.

2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 3)

Maz Iqbal

And find myself in a position to share with you the table that I have put together: What Does It Take To Be A Customer Experience Excellence Leader? 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.

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. Emotion (formerly emotional ): How the interaction makes customers feel. Customer experience

The Value of Customer Experience

Experience Investigators by 360Connext

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. What’s the value of customer experience?

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 an overview of the five customer insights trends: Download report for $195.

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The Six Laws of Customer Experience (Video)

Experience Matters

This video explains The Six Laws of Customer Experience. I published the 6 Laws of CX several years ago, yet it remains equally relevant today and is one of the most popular documents about customer experience, with over 100K downloads. Customer experience

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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. Little Change In The State of Customer Experience Excellence From 2013. The clue lies in the adjective ambitious as in ‘ambitious leaders’ It turns out that of the 250+ brands surveyed by Nunwood only a very small number are ‘ambitious’ And as such little has improved overall as regards the state of customer experience excellence in the UK.

Driving Customer Experience Transformation, Made Simple

Experience Matters

Do you want to build sustainable customer experience differentiation? 4 CX Core Competencies Customer experience Watch this video: The bottom line : You’re only as strong as your weakest CX Core Competency.

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10 Must-Reads for a Better Customer Experience in 2015

Experience Investigators by 360Connext

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. Understanding customer touchpoints is essential to delivering a superior customer experience.

10 Ways Customer Experience Rocks Your World

Experience Investigators by 360Connext

A few years ago, I would utter the phrase “customer experience” and get the strangest looks from people. Here, without further ado, are the reasons I believe customer experience is the key to happy customers , employees and people in general.

5 Ways to Sabotage your Customer Experience

Experience Investigators by 360Connext

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers.

SaaS Customer Experience Starts in the C-Suite

Experience Investigators by 360Connext

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

15 Ways To Rock Customer Experience in 2015

Experience Investigators by 360Connext

Customer experience is more than a full-time job. The best organizations spend plenty of time considering how to deliver exceptional experiences. Create or revise your customer experience mission statement. Invite a customer into your board meetings.

Capitalizing on the Voice of the Customer (Infographic)

Experience Matters

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.

Enterprise Rent-A-Car – Customer Experience Review


The majority of readers of this Customer Experience Review are likely to have hired a car. Hiring a car should be a relatively simple and pain-free experience – yet the variation of experiences I have received in the last 2 years alone almost saw me lose my faith in the industry.

Execs Still Don’t Get Customer Experience

Experience Investigators by 360Connext

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Were any of us, really, surprised as customers?

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


I have often said in the past how lucky I am to have so many people share their customer experience stories with me. What a phenomenal way of dealing with a customer enquiry!!

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


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. Over recent months, I have been increasingly made aware of customer dissatisfaction with Virgin Media.

5 Key Questions for Designing Your Ideal Customer Experience

Experience Investigators by 360Connext

They deliver an experience based on who they are. There is nothing more organic than how a passionate entrepreneur creates experiences for his or her customers. The experience is based on the entrepreneur as a person – and often reflects that in spite of their best efforts!

Report: The Secret to B2B2C Customer Experience Success

Experience Matters

We published a Temkin Group report, The Secret to B2B2C Customer Experience Success. Here’s the executive summary: Many companies reach their end customers through a variety of channel partners—from independent agents and dealerships, to resellers and distributors.

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Emirates Vs Etihad – Customer Experience Review


Many dinner table conversations about customer experience will end up talking about the airline industry. An industry that appears to be amongst the most glamorous has consistently struggled over the years to deliver consistently good experiences. 24th September 2014.

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The Worst Customer Experiences of 2014

Think Customers

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. Here are the worst customer experiences in 2014.

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 bottom line : Happy Customer Service Week!

5 Customer Experience Fails that Make Entrepreneurs Suffer

Experience Investigators by 360Connext

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. Teams are built based on experience.

Announcing the Customer Experience Academy: helping you to become a Certified Customer Experience Professional (CCXP)


The 3rd July 2014 was a significant milestone for me and my career. On this date I became a Certified Customer Experience Professional (CCXP). Since July, I have spoken to Customer Experience professionals all over the world about the qualification.