Experience Matters

MARCH 3, 2015

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. Here’s the executive summary: 2015 marks the fifth year of the Temkin Experience Ratings, and this year, supermarkets dominated the ratings. Between 2014 and 2015, only five industries improved and 14 declined.

Report 120

Report Customer Connectedness Airlines Retail 120

Experience Matters

APRIL 21, 2015

We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings. You can see all of the company data on the Temkin Ratings website. See how your company can reference these results. Meanwhile, 3% of companies received a “very weak” Rating (below 15%), and 15% received a “weak” rating (15% to 25%).

Insurance 120

Insurance Airlines Banking Retail 120

Experience Investigators by 360Connext

NOVEMBER 13, 2014

The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. What trends do you see impacting the retail customer experience in 2015? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Confidence 279

Customer Confidence Report Loyalty Programs Retail 279

Experience Matters

MAY 26, 2015

For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings , which uses feedback from 10,000 U.S. You can see all of the company data on the Temkin Ratings website. See how your company can reference these results. Six industries improved between 2014 and 2015, while 13 declined.

Customer Service 120

Customer Service Airlines Banking Insurance 120

Experience Matters

MAY 20, 2015

This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to Hannaford , Publix , Aldi , Lowe’s , credit unions , PetSmart , Trader Joe’s , Amazon.com , Bed Bath & Beyond , Advance Auto Parts , and Walgreens for earning the top 10 scores in the 2015 Temkin Effort Ratings.

Effort Score 120

Effort Score Airlines Hotels Retail 120

Experience Matters

APRIL 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. Companies that are industry leaders or in the top 10% overall of the Temkin Experience Ratings can publicly display these badges. > Supermarkets. >

Industry 120

Industry Wireless Airlines Hotels 120

Experience Matters

NOVEMBER 18, 2015

We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. consumers to 293 companies across 20 industries. Trust the company.

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Report Loyalty Insurance Retail 120

Experience Matters

NOVEMBER 4, 2015

We just published a Temkin Group report 2015 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 fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings.

Report 120

Report Net Promoter Score Effort Score Innovation 120

Experience Matters

OCTOBER 20, 2015

We published a Temkin Group report, ROI of Customer Experience, 2015. consumers that describes both their experiences with and their loyalty to 293 companies across 20 industries. Additionally, companies with very good CX ratings have an average Net Promoter® Score that is 24 points higher than the scores of companies with poor CX.

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ROI Report Net Promoter Score Customer Experience 120

Experience Matters

JUNE 30, 2015

consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) You can see all of the company data on the Temkin Ratings website. See how your company can reference these results. See how your company can reference these results. population.

Airlines 120

Airlines Hotels Banking Retail 120

Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 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 a list of companies included in this study (.pdf). Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

AUGUST 31, 2015

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. Here’s the executive summary: In Q3 2015, we surveyed 10,000 U.S. see last year’s data snapshot ). Download report for $195.

Data 120

Data Insurance Policies Groups 120

Experience Matters

MARCH 24, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. You can see all of the company data on the Temkin Ratings website. H-E-B and credit unions took the top spots in the 2015 Temkin Trust Ratings , while USAA took three of the next four spots for its banking, insurance, and credit card business.

Airlines 120

Airlines Insurance Wireless Banking 120

Experience Matters

JULY 28, 2015

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 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.

Employee Engagement 120

Employee Engagement Report Engagement Financial 120

ijgolding

DECEMBER 30, 2014

It is difficult to find a company at the end of a long twelve months that is not talking about Customer Experience. There are now 129 CCXPs around the globe – these numbers will increase dramatically in 2015. So what should we be looking for in the world of Customer Experience in 2015? Some things will have worked.

Customer Experience 214

Customer Experience Customer Experience Professionals Training Customer Journeys 214

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Matters

JUNE 23, 2015

This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to H-E-B , Publix , Chick-fil-A, Trader Joe’s, USAA, Aldi , Hy-Vee , PetSmart , Dairy Queen , Walgreens , and Amazon.com for earning the top scores in the 2015 Temkin Emotion Ratings. consumers during January 2015.

Effort Score 120

Effort Score Airlines Hotels Insurance 120

Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. in 2015—an increase of more than eight points—after two straight years of declining scores.

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NPS Net Promoter Score Report B2B 120

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

ijgolding

SEPTEMBER 24, 2015

The 2015 results appear to go a step further. The opening paragraph of the 2015 analysis written by Tim Knight and David Conway states: It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is. Rather, a brand is what a brand does. Powerful stuff.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? Download report for $295.

Report 120

Report Net Promoter Score Wireless Airlines 120

Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. This is the fifth year of this study that examines the CX metrics efforts within large companies. Companies are best at measuring customer service and phone-based experiences and are worst at measuring the experiences of prospects and customers who defect.

Metrics 120

Metrics Report Net Promoter Score Effort Score 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. Companies with stronger financial performances and better customer experience have employees who are considerably more engaged than their peers. Compared with disengaged employees, highly engaged employees are 2.5

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.

Report 120

Report Effort Score Groups Analytics 120

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services. This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. The Results Companies.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.

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Report Customer Connectedness Management Effort Score 120

Wired and Dangerous

MAY 5, 2021

In order to attract Indian businesses Malta has offered various incentives to Indian companies.[19] Indonesia was the first country to begin using production sharing agreements as a common tool to provide foreign companies with an opportunity to develop local oil fields. The first PSA was signed in 1960. 76][77] U.S.

Policies 91

Policies Insurance Government Banking 91

Experience Investigators by 360Connext

MARCH 12, 2015

Have a listen and then be sure to subscribe to hear more from SXSW 2015. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. There will be future surprises in store!

Customer Experience 110

Customer Experience Fashion Social Media Innovation 110

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. When Lisa started working at Netspend in 2006, the company was relatively small and was in an industry that didn’t really exist before the company itself existed.

Connections 190

Connections Company How To Chief Customer Officer 190

Alida

JULY 5, 2017

In a dynamic and sometimes struggling retail environment where online giant Amazon buys grocery chain Whole Foods , consumer packaged goods (CPG) companies must build brand awareness and harness the insight of shoppers if they are to win the battle for shelf space. It’s not the first food company to embrace the direct-to-consumer model.

Company 113

Company Retail Consumers Strategy 113

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

Hotels 100

Hotels Social Media Omni-Channel Trends 100

Forrester

NOVEMBER 7, 2014

And it won''t get any easier next year: With companies investing more than ever to differentiate their customer experience, your average offering will soon be considered poor. In 2015, the race from good to great CX will hit the gas pedal. Predictions 2015. Customer Experience. Customer Experience Index. Voice of the Customer.

Loyalty Programs 109

Loyalty Programs Insurance Government Loyalty 109

InMoment XI

JUNE 17, 2015

When MaritzCX was formed from the merger of Allegiance Software and Maritz Research, it aimed to provide two things: (1) personalized data for each client company, and (2) general market research to help the companies understand the market context of the data they collected. View Article.

Software 200

Software Data Marketing Company 200

InMoment XI

JUNE 17, 2015

When MaritzCX was formed from the merger of Allegiance Software and Maritz Research, it aimed to provide two things: (1) personalized data for each client company, and (2) general market research to help the companies understand the market context of the data they collected. View Article

Software 200

Software Data Marketing Company 200

InMoment XI

JUNE 17, 2015

When MaritzCX was formed from the merger of Allegiance Software and Maritz Research, it aimed to provide two things: (1) personalized data for each client company, and (2) general market research to help the companies understand the market context of the data they collected. View Article

Software 200

Software Data Marketing Company 200

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. consumers about their recent interactions with 283 companies across 20 industries. The companies most likely to receive negatively biased feedback from their customers are Consolidated Edison of NY and Southern California Edison.

Report 120

Report Customer Connectedness Groups Retail 120

Help.com

APRIL 1, 2015

This year we’ll be updating this post throughout the day as we stumble across new campaigns for April Fools 2015. Cloud hosting company Digital Ocean, announced this morning that they are opening Atlantis, their first underwater data center. The post April Fools’ Day 2015: The Brands That Had You Fooled. Sign me up.

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Brands Video Technology Data 100