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: 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. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. The bottom line: Customer experience is highly correlated with loyalty.

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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. Here is the executive summary of the report: The 2014 Temkin Experience Ratings for Tech Vendors evaluates the customer experience of 62 large technology vendors. The bottom line: Tech vendors need to improve their customer experience.

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

ijgolding

Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. So let us look at what makes an ‘Excellent Customer Experience’ in a little more detail: 1.

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Customer Engagement – March 2014

Storyminers

This article was originally presented on Customer Engagement Magazine’s website. The post Customer Engagement – March 2014 appeared first on StoryMiners. Appearances Articles

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 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.

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. In terms of metrics, our analysis shows that satisfaction and Net Promoter Score work most successfully at the relationship level, whereas Customer Effort Score works most successfully at the transactional level.

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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. As an entrant, winner, judge and award presenter, I believe that Neil Skehel and his team have had a significant influence in evolving the UKs understanding of the ever increasing focus on Customer Experience across all sectors. 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

Whilst there was not a focus on what life was like for the consumer, it is impossible for me not to consider the impact of Customer Experience – whatever the era!! Being involved in Turn Back Time gave me enough of a flavour to make a comparison between the Customer Experience then and now. That is why I want to pose the question – 1914 or 2014: when was the best time to be a customer? Fast forward 100 years to 2014.

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? My hypothesis, is that insufficient attention-consideration was given to the customer. Summing Up The State of Customer Experience As At 2014. Has management got rid of the potential hazard to customer safety?

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

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.

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. Customers love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates and customers.

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. What does this look like from a customer perspective? Let’s listen to a First Direct customer: I was in Venice when my credit card was refused and it was quite stressful.

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? 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. What the Hell is Customer Experience? level of customer experience maturity. Customer Experience: Art or Science?

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. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. Employees Come First, Customers Come Second. Let’s listen (bolding mine): … HR are seen as playing a role in implementing some customer journeys, but are not genuine partners in the overall strategy.

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! Customer experience customer service Advantage Amazon.com AOL Apple bright House Networks Chick-fil-A Courtyard By Marriott Edward Jones Electrolux H.E.B

Accessibility is Key to Customer Satisfaction in 2014

Comm100

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. These are all important; however, with the customer experience playing field being leveled by new technology and the almighty Internet, it’s important to focus on another key aspect – Accessibility.

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 the executive summary: Although most organizations describe their voice of the customer program as a success, we’ve found that companies do not get nearly the value they should out of these efforts. The bottom line : It’s time to revamp your customer insights efforts.

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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. Our model for customer experience has always been built on three components — functional , accessible , and emotional – which are the underlying elements in the Temkin Experience Ratings. Emotion (formerly emotional ): How the interaction makes customers feel. Customer experience

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. Customers today are leaving businesses that take them for granted. Customers are looking for those businesses that understand they are only one option and make it their goal to be the BEST option in terms of customer service and experience.

Norwegian – Customer Experience Review

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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. The business idea of Norwegian Air Shuttle ASA is to give everybody the opportunity to travel by air, attracting customers by offering competitive, low fares and a high-quality travel experience based on operational excellence and helpful, friendly service. Airlines of Europe beware!!

5 Reasons Why I Love Customer Experience Day

Experience Matters

In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to be in.” That’s why we created Customer Experience Day (CX Day). It raises the visibility of customer experience. Our research shows that customer experience correlates to customer loyalty. It provides a reason to engage your customers.

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. As someone who spends every working day influencing organisations to focus on people (customers and employees), I am always intrigued that the reporting of business performance seems to spend more time empathising with shareholders than it does with customers and employees. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014.

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. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with. What a phenomenal way of dealing with a customer enquiry!! As Brian said in his Facebook post about the experience – no charge, no hassle, just amazing customer service.

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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Examining Amazon.Com’s Relentless Customer Advocacy

Experience Matters

I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3. It’s no accident that Amazon.com scores so consistently high in the Temkin Experience Ratings and Temkin Customer Service Ratings. Listen to customers. Invent for customers.

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. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be allowed to share some of these stories with a wide audience. Over recent months, I have been increasingly made aware of customer dissatisfaction with Virgin Media.

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.” Customer experience Empathy ” Given the focus on this key area, Temkin Group created the Amplify Empathy movement. So when we were thinking about our CX Day celebration, it seemed like a perfect fit for us to do something about empathy. That’s why we created this free eBook: 25 Tips for Amplifying Empathy.

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Customer service week 2014

Very Best Service

Customer service week is taking place from 6th October 2014 until 10th October 2014. With the increasing popularity of Customer Service Week, the number and range of ideas is growing rapidly, making it a week to enjoy for customers all around the country. Click here to see what happened during customer service week 2013. customer service celebration customer service week

2014 State of Customer Experience: Who Are UK’s Leaders And What Can We Learn From Them? (Part 4)

Maz Iqbal

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. What Does It Take To Excel At The Customer Experience Game? Rather, the best dividends come from understanding how to accelerate the rate of customer experience change. . Which Four Critical Dimensions Do Businesses Need To Master In Order To Accelerate Customer Experience Improvement? .

Can I Get Some CX With That Big Mac?

Experience Matters

McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. 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. Customer experience Fred Ehle McDonalds

20 Most Popular Customer Experience Matters Posts in 2014

Experience Matters

Here are the 20 posts that were read by the most people in 2014 (in alphabetical order). 14 Customer Experience Trends for 2014 (The Year of Empathy). 2014 Temkin Experience Ratings. Don’t Confuse Customer Service With Customer Experience (2009). Five Questions That Drive Customer Journey Thinking. Free eBook: The 6 Laws Of Customer Experience (2008). Infographic: The Six Laws of Customer Experience. Customer experience

Who will be the next ‘United Breaks Guitars’? Don’t let it be you!

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As customers continue to experience substandard experiences on a regular basis, many of them are still faced with uninterested, apathetic companies who make it remarkably difficult to get issues resolved. Some would argue that United were just plain unlucky to encounter someone like Dave Carroll – it is not every customer who will go to the lengths of writing a song about their poor experience. They know a bit about the world of Customer Experience!

Report: The Secret to B2B2C Customer Experience Success

Experience Matters

We published a Temkin Group report, The Secret to B2B2C Customer Experience Success. When a company doesn’t have sole control over the customer relationship, it has to recognize the entire system of relationships that influence the end customer’s experience, focusing on what we call B2B2C CX management. Temkin Group defines B2B2C customer experience as enhancing the end customer experience in a way that satisfies the needs of channel partners.

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H-E-B and Trader Joe’s Earn Highest Emotion Ratings

Experience Matters

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. 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. The bottom line : Stop ignoring how your customers feel.

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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 Last year Temkin Group had a great time celebrating CX Day.

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