ForeSee

DECEMBER 29, 2014

Today’s release of The Answers™ Experience Index (AXI): 2014 U.S. Retail Edition marks the 10th year we’ve been using ForeSee’s proven customer experience measurement methodology to report on the current state of the retail customer experience during the holiday shopping season.

Retail 63

Retail Trends Measurement Report 63

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. Other top posts reflected Big Data trends, data science skills and measuring employee empowerment.

Metrics 76

Metrics Net Promoter Score Data NPS 76

CX Journey

APRIL 14, 2015

It was published on their blog on October 22, 2014. I''ve used this quote, i.e., Pearson''s Law with my addition in bold below, in posts and presentations several times in the past, but it''s one worth repeating: When performance is measured, performance improves. Well, measure twice, cut once reminds us of a few things.

Measurement 80

Measurement Guidelines Policies Metrics 80

Experience Investigators by 360Connext

OCTOBER 2, 2014

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? Value to customers. The Second Annual #CXDay is October 7th, 2014.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Maz Iqbal

OCTOBER 16, 2014

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. . And so forth.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Strativity

JUNE 10, 2014

Date: June 17, 2014 Time: 3pm – 4pm EDT . Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Click here to register.

CEM 52

CEM Culture CRM Innovation 52

AskNicely

JULY 17, 2018

As a product team, you require a deep understanding of your customers’ complex problems. Are you fixing real pain points, or are you spending time and money on features that might not actually matter to your customers? The Business of Helping Customers Tell Stories. Uncovering Customer Happiness.

Roadmap 150

Roadmap Customer Centricity Net Promoter Score Case Study 150

InMoment XI

SEPTEMBER 30, 2014

In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. View Article.

Social Media 200

Social Media How To Measurement Survey 200

InMoment XI

SEPTEMBER 30, 2014

In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. View Article

Social Media 200

Social Media How To Measurement Survey 200

InMoment XI

SEPTEMBER 30, 2014

In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. View Article

Social Media 200

Social Media How To Measurement Survey 200

Forrester

OCTOBER 1, 2014

In 2007, I wrote a report about how to measure customer experience (CX) across an entire enterprise. At the time, I could find just three companies -- three! -- that were actually measuring CX this way. Fast-forward to 2014 and things look a lot better in the world of CX. customer experience maturity. But are they?

Touchpoint 88

Touchpoint Government Measurement Leadership 88

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. We’ve been measuring emotion as part of our Temkin Experience Ratings for four years.

ROI 288

ROI Consumers Measurement Metrics 288

Experience Matters

OCTOBER 27, 2014

We’ve been measuring each of these areas as part of our Temkin Experience Ratings for four years. 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

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. As use of CX surveys diminishes, customer experience will be powered by customers interacting with their own data.

Customer Experience Management 200

Customer Experience Management Measurement Survey Interaction 200

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. As use of CX surveys diminishes, customer experience will be powered by customers interacting with their own data.

Customer Experience Management 200

Customer Experience Management Measurement Survey Interaction 200

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. As use of CX surveys diminishes, customer experience will be powered by customers interacting with their own data.

Customer Experience Management 200

Customer Experience Management Measurement Survey Interaction 200

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. It is what customers experience.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . What they need is a full picture—the “why” of customer behavior. Research experience is customer experience.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains. CXU originally developed its CX programs following the rubric issued by CXPA in 2014.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

Report 244

Report Groups Survey Customer Experience 244

Talkdesk

DECEMBER 14, 2018

The breach began in 2014, but Marriott says they didn’t discover it until the end of November 2018. In response, Marriott has created a website featuring answers to frequently asked questions about the breach and a phone number for concerned customers to call. Spoiler alert: we take it very seriously.).

Measurement 42

Measurement Data Hotels Company 42

Talkdesk

DECEMBER 14, 2018

The breach began in 2014, but Marriott says they didn’t discover it until the end of November 2018. In response, Marriott has created a website featuring answers to frequently asked questions about the breach and a phone number for concerned customers to call. Spoiler alert: we take it very seriously.).

Measurement 40

Measurement Data Hotels Company 40

CX Journey

AUGUST 16, 2017

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. As you can see from the graphic above, there is definitely a correlation between the two, superior customer experience and superior revenue growth.

Customer Experience 142

Customer Experience ROI Airlines Comparison 142

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. Are we winning at customer experience?”

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Experience Matters

OCTOBER 13, 2015

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. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Investment firms have the largest generation gap. Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

DECEMBER 22, 2015

Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

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.

Net Promoter Score 124

Net Promoter Score Company NPS Effort Score 124

Experience Matters

JULY 28, 2015

Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. Here’s a link to the 2014 study. Download report for $195. Download report for $195.

Employee Engagement 120

Employee Engagement Report Engagement Financial 120

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. What is big data? To do that, we must have the right data at our fingertips.

Data 177

Data Customer Experience Customer Journeys Analysis 177

GetFeedback

FEBRUARY 6, 2019

Ask questions that deliver measurable data. Editor’s Note: This post was originally published in May 2014. Promote your next event or include another compelling call-to-action, particularly for satisfied guests. Post-event surveys can reengage attendees and promote powerful follow-up action, like event sign-ups and donations.

Tips 276

Tips Feedback Survey Conference 276

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Metrics 52

Metrics Customer Success Measurement Financial 52

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Metrics 52

Metrics Customer Success Measurement Customers 52

Experience Matters

APRIL 9, 2015

The TWI is the average of three measurements that represent the percentage of U.S. percentage-points between 2014 and 2015. Customer experience' To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWI) based on a few of those attitudinal elements. I am healthy.

Consumers 120

Consumers Financial Study Groups 120

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Metrics 52

Metrics Measurement Customer Success Customers 52

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

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success Customer Retention 52

Optimove

FEBRUARY 24, 2022

Similarly, of course, email is a tentpole of Relationship Marketing, for the apparent reason that you should not have – and if you do, then should not use – the email of anyone who isn’t already a customer. So, in our 2014 (yes, 2014!) Or, as we call it, “live customer coverage.” But what about Facebook?

Data 52

Data Multi-Channel Advertising Course 52