Experience Matters

JULY 28, 2015

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. This percentage of very mature companies is about the same as in 2014, but the percentage of companies in the lowest two levels of maturity has dropped from 67% to 56% since last year. Download report for $195.

Employee Engagement 120

Employee Engagement Report Engagement Financial 120

Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. Companies are best at measuring customer service and phone-based experiences and are worst at measuring the experiences of prospects and customers who defect. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

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 120

Report Groups Survey Customer Experience 120

Experience Matters

FEBRUARY 17, 2015

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. Download report for $195. This is the fourth year that we’ve released this study (see 2012 study , 2013 study , and 2014 study ). Download report for $195.

Employee Engagement 120

Employee Engagement Study Report Engagement 120

Experience Matters

OCTOBER 27, 2015

We published a Temkin Group report, State of Voice of the Customer Programs, 2015 : This is the fifth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. Download report for $195.

Report 120

Report Effort Score Groups Analytics 120

ForeSee

NOVEMBER 19, 2014

In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. Retail Report , a multichannel, customer experience study that will be published in mid-December.

Trends 86

Trends Retail Omni-Channel Customer Satisfaction 86

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

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 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

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. The authors of the Nunwood report show up for me as being practical folks. Take a look at number three on the list: measurement is owned at the front line and linked to actions.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

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. But are they? customer experience maturity.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

ijgolding

SEPTEMBER 24, 2015

It was a sentiment I very much agreed with – you can read more about the 2014 results here. The most significant point about the 2015 CEE is the hard fact that according to KPMG Nunwood, the UK Customer Experience overall has NOT IMPROVED on 2014 – there is no measurable change on last years scores.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Experience Investigators by 360Connext

OCTOBER 2, 2014

The second annual #CXDay is October 7th, 2014. Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways. In one report by Adobe, it was estimated that for each 1% of shoppers who return for a subsequent visit, overall revenue will increase by approximately 10%! .

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Retently

MARCH 23, 2023

Other brands in antivirus software, such as Kaspersky, report relatively high NPS results, although they don’t provide exact statistics. The most frequent one, dating back to 2010 and repeatedly reported over the last six years , involves automatically re-billing customers’ credit cards.

Net Promoter Score 102

Net Promoter Score Company NPS Effort Score 102

Clarivate

APRIL 19, 2024

Different tissue types have different relaxation properties, and the released energy can be measured to create an image. [11] 2014 Sep;109(9):1328-47 [8] Algarni AA, Alshuhri AH, Alonazi MM, Mourad MM, Bramhall SR. LI-RADS: Past, Present, and Future, From the AJR Special Series on Radiology Reporting and Data Systems.

e-support 59

e-support Guidelines Study Healthcare 59

Beyond Philosophy

NOVEMBER 17, 2014

The article reports that a mere 30% of Americans “feel engaged at work,” according to the 2013 Gallup poll, leaving the remainder somewhere between indifferent and disgruntled. Here’s a look at their stock over the past year: Source: Nasdaq.com on 10 September 2014. On the other hand, Google has great employee engagement.

Employee Engagement 164

Employee Engagement Engagement ROI Course 164

ReviewTrackers

APRIL 7, 2021

In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. The trust factor continues to be a concern for consumers,” the report reads, highlighting the need “to reset the foundation for consumer relationships.”.

Banking 94

Banking Management Social Media How To 94

Optimove

FEBRUARY 24, 2022

Most of them have a lot to do with cross-team reporting and knowledge sharing, the result of our platform’s ability to uncover actionable data insights that can be put into use sometimes in just one click (have you met Opti-bot yet?). So, in our 2014 (yes, 2014!) We do it in a bunch of different ways. Sorry, we meant “must.”

Data 52

Data Multi-Channel Advertising Course 52

Calabrio

NOVEMBER 18, 2015

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. Customer engagement and analytics software yield measurable benefits.

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

GetFeedback

DECEMBER 27, 2018

We’ve also simplified the distribution list process, by providing the ability to send your survey directly to a Salesforce Report (if you’re using GetFeedback for Salesforce ). ComScore reported that as of 2014, more people are browsing on mobile devices than on desktop computers, so be sure your survey accommodates both types of users.

Survey 199

Survey How To Social Media Feedback 199

SurveySparrow

FEBRUARY 18, 2024

Source: customerthermometer.com Customer Thermometer is a customer feedback software that makes measuring customer satisfaction simple and quick. Reporting and Analysis Gain actionable insights with the full out-of-the-box reporting suite and real-time mission control dashboard. What is Customer Thermometer ? 5 Capterra 4.4/5

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Maru Group

AUGUST 4, 2022

Sony first launched their cloud gaming platform PlayStation Now in 2014, with Xbox Game Pass launching in 2017. Maru’s Entertainment and Technology team will return to our survey at key points in the future to measure the growth within this industry.

Entertainment 76

Entertainment Comparison Loyalty Groups 76

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Business outcomes must be measurable. The Adobe and Econsultancy 2021 Digital Trends Report ). Deloitte & Touche, Customer Centricity 2014 ). And whose expectations are we exceeding? By how much? Things get a bit more challenging when thinking this way, but by defining outcomes you can see how the business will succeed.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Alida

NOVEMBER 10, 2017

Related resource: The rise of insight-driven businesses [Forrester report]. Insider attacks and a less-fixed network perimeter means organizations must empower developers to take responsibility for security measures as part of a more people-centric approach to ensure more accurate detection of threats.

Trends 174

Trends Retail e-support Technology 174

Alliance by IFS

NOVEMBER 10, 2014

A recent report by the Aberdeen Group, titled “Field Service 2014: Access to the Right Information Empowers a Results-Driven Workforce,” shed light on key drivers to field service success in a data-driven, measurable world. Measuring anything that can be measured is important.

Software 62

Software Management Measurement Groups 62

ReviewTrackers

APRIL 2, 2019

In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. The trust factor continues to be a concern for consumers,” the report reads, highlighting the need “to reset the foundation for consumer relationships.”.

Banking 90

Banking Management Social Media Financial 90

CSM Magazine

NOVEMBER 27, 2020

Four out of ten businesses reported that they had found working from home ‘more effective’. Reports from the front lines. Surprisingly, the assembled experts reported seeing the same or higher CSAT scores, because customers appreciated the challenges that contact centre staff were facing.

Insurance 98

Insurance How To Chatbots Wait Times 98

SurveySparrow

APRIL 8, 2022

For the participants in this 2014 study , the answer seems to be ‘yes.’ The survey questions in this Employee Engagement Survey measure areas that have proven, time and again, to be vital to employee engagement. According to a report by SHRM , toxic culture costs American companies a fortune. Employee happiness.

Employee Engagement 59

Employee Engagement Engagement Tips Culture 59

Win the Customer

DECEMBER 25, 2019

In a 2014 report by the Aberdeen Group, organizations that utilize social channels in customer care perform better than competitors without. Social organizations also reported a drastically lower number of customer complaints. Social service organizations see a 5.6% YoY increase in first-contact resolutions and a 6.5%

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

Help Scout

APRIL 29, 2021

For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Report on customer service metrics to your board. Read 12 Key Customer Service Metrics + 4 Real Example Reports for some ideas.

Culture 139

Culture Customer Service How To Policies 139

Forrester

APRIL 14, 2015

Forrester published a NEW report with highlights of changes among CFM vendors to give you the crucial insights you need to understand your CFM options. Since the 2014 reports on the VoC vendor landscape and VoC vendor go-to-market strategies , we saw some big changes in the Customer Feedback Management (CFM) market.

Feedback 40

Feedback Voice of Customer Management Report 40

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. AI/ML specification reports serve as essential compliance documentation, showcasing adherence to regulatory requirements.

Healthcare 89

Healthcare Government Innovation Training 89

delighted

OCTOBER 22, 2019

While there are many reasons and methods to measure customer experience (CX), keeping tabs on the perception of your customers via the Net Promoter methodology can be incredibly valuable for benchmarking the health of your business. But first, let’s take a quick look at how NPS is measured. How is it measured? What is NPS?

Net Promoter Score 41

Net Promoter Score Case Study Study NPS 41

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. She was keen that the tail wouldn’t wag the dog and that the Customer and CX strategy drove measurement and not the other way around. In the U.K,

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Product usage metric measures the usage frequency and the level of engagement your customer has with your product. Customer Engagement Can Be Measured Based On: The Number of Days Since Last Touch.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Product usage metric measures the usage frequency and the level of engagement your customer has with your product. Customer Engagement Can Be Measured Based On: The Number of Days Since Last Touch.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52