Experience Matters

MAY 5, 2015

We just published a Temkin Group data snapshot, Social Media Benchmark, 2015. This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ). Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

Social Media 120

Social Media Data Groups Analysis 120

Experience Matters

MAY 20, 2015

consumers (see methodology section below). 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. consumers during January 2015.

Effort Score 120

Effort Score Airlines Hotels Retail 120

Experience Matters

APRIL 16, 2015

We just published a Temkin Group data snapshot, Media Use Benchmark, 2015. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ). Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 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.

Report 120

Report Loyalty Insurance Retail 120

Vonage

FEBRUARY 23, 2017

To help arm you with the information needed to thrive in this competitive environment, here are 10 stats that tell you everything you need to know about today’s consumer. Half of consumers move on after poor customer service. If consumers are not happy with the service you provide, they usually don’t think twice about switching.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Experience Matters

AUGUST 31, 2015

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. see last year’s data snapshot ).

Data 120

Data Insurance Policies Groups 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. 2015 Temkin Ratings Customer experience' Here’s a link to FAQ’s about the Ratings. You can see the ratings of all companies on the Temkin Ratings website.

Industry 120

Industry Wireless Airlines Hotels 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) Here are some more highlights from the 2015 Temkin Web Experience Ratin gs: Across all five years of the rating, either USAA or Amazon.com has earned the top spot. consumers during January 2015.

Airlines 120

Airlines Hotels Banking Retail 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. To see the customer experience levels of all 293 companies, download to the free 2015 Temkin Experience Ratings report.

ROI 120

ROI Report Net Promoter Score Customer Experience 120

Experience Matters

MARCH 24, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. consumers to rate the level of trust that consumers have with 293 organizations across 20 industries ( see.pdf with full list ). With average 2015 Temkin Trust Ratings of 67%, supermarket chains earned the highest level of trust. population.

Airlines 120

Airlines Insurance Wireless Banking 120

CX Journey

NOVEMBER 25, 2014

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Every One of a Kind : Consumers want and expect customized and personalized products, services and experiences, fueled by. meaningful, emotional, and important to consumers will be paramount. engagement?

Trends 171

Trends Brands Retail Leadership 171

Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS. HSBC ’s NPS increased by 29 points between 2014 and 2015, the largest increase of any company. Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

JUNE 23, 2015

consumers (see methodology section below). 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. Do you want to the data from the 2015 Temkin Emotion Ratings? population.

Effort Score 120

Effort Score Airlines Hotels Insurance 120

Experience Matters

MAY 4, 2015

In a recent post, I published the 2015 Temkin Well-Being Index (TWI) based on a survey of 10,000 U.S. consumers in January 2015. consumers feel slightly healthier, but less financially secure than last year. The data showed that U.S. In this post, I’m examining the TWI by age and gender.

Financial 120

Financial Consumers Groups Survey 120

ijgolding

DECEMBER 30, 2014

There are now 129 CCXPs around the globe – these numbers will increase dramatically in 2015. Despite this wonderful progress, the reality is that we as customers and as consumers are still having experiences that fall a long way short of meeting our expectations. 2015 is all about opportunity when it comes to Customer Experience.

Customer Experience 214

Customer Experience Customer Experience Professionals Training Customer Journeys 214

Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty.

Report 120

Report Net Promoter Score Wireless Airlines 120

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. 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. Instead, I’ve narrowed down the focus to these 8 key CX trends for 2015: Corporate Culture Conversations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

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., Choose extraordinary.

Hotels 100

Hotels Social Media Omni-Channel Trends 100

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. These social sites, however, are still an important channel for consumers under the age of 45.

Report 120

Report Customer Connectedness Groups Retail 120

ReviewTrackers

DECEMBER 7, 2018

The relationship between Yelp and consumer behavior is obvious, and there are plenty of research infographics to back up the claim. The study asked 2,000 consumers about their purchase intent and found that 92 percent make a purchase after when they sometimes, frequently, or almost always visit Yelp. Yelp for Doctors.

Infographics 66

Infographics Consumers Study Groups 66

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. EMC Corporation.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Helen Dewdney

NOVEMBER 2, 2015

Week beginning 2nd November is National Consumer Week. Citizens Advice , Chartered Trading Standards Institute (CTSI) and the Department for Business, Innovation and Skills today launch National Consumer Week and are urging people to get to know their new consumer rights as Christmas shopping gets underway.

Consumers 30

Consumers Comparison Retail Analysis 30

Heart of the Customer

DECEMBER 18, 2014

Yesterday, four of the CXPA’s CX experts spoke about the year in review, and what customer experience has in store for 2015. The post What’s the customer experience focus for 2015? Is it the role of emotions? Employee engagement? Crowdsourcing journey maps? appeared first on Heart of the Customer.

Customer Journeys 83

Customer Journeys Customer Experience Employee Engagement Conference 83

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Helen Dewdney

SEPTEMBER 1, 2015

The Consumer Rights Act 2015. This Act comes into force from 1st October 2015, when the following Acts will be repealed/amended: Supply of Goods (Implied Terms) Act 1973 will cover business to business contracts and consumer to consumer contracts only. The sale and supply of goods. freedom from minor defects.

Consumers 30

Consumers Sales Exercises Advertising 30

Helen Dewdney

DECEMBER 1, 2020

If you have a gift card or a voucher for any amount over £100 and it was paid for by credit card then you have protection from the credit company under Section 75 of the Consumer Credit Act. Consumer Rights Act 2015. The post Debenhams – elevator going down - what are your consumer rights first appeared on [link].

Consumers 56

Consumers Banking Sports Retail 56

Alida

JUNE 23, 2016

We interviewed Sam Trimboli, consumer insights specialist at Price Chopper, to learn more about his role at the company and how he navigates the evolving retail landscape. I’m currently responsible for major consumer insights initiatives across the company, which support our corporate objectives.

Consumers 150

Consumers Retail e-support Feedback 150

Kerry Bodine

JUNE 4, 2015

Todd Yellin, VP of Product Innovation at Netflix, said in March 2015, “There are 19-year-old guys who watch ‘Dance Moms,’ and there are 73-year-old women who are watching ‘Breaking Bad.” Trendwatching has a consumer trends canvas to help you do just that. Post-demographic consumerism.

Trends 120

Trends Consumers Customer Experience Video 120

Helen Dewdney

MARCH 15, 2017

The 15th March 2017 is World Consumer Rights Day [1], organised and promoted by Consumers International [2]. This year’s theme is ‘Building a Digital World Consumers can Trust. ”. The Consumer Rights Act 2015 also states that goods must be delivered within the time frame agreed with the seller.

Consumers 60

Consumers Retail Software Examples 60

QuestionPro Audience

JANUARY 3, 2018

Companies are using their mobile applications to reach the consumer directly, therefore eliminating the uncertainty that has existed when previously booking travel. . As technology continues to evolve, so will the way consumers and businesses interact. And it looks like in 2018, consumers will be getting what they want—mobile.

Travel 294

Travel Airlines Consumers Loyalty 294

Helen Dewdney

DECEMBER 30, 2020

4) If the item is faulty, not as described or hasn’t lasted a reasonable length of time, then it is a breach of the Consumer Rights Act 2015 and you are entitled to a full refund (within 30 days of purchase) or replacement or repair but you will need the proof of purchase. For a present you won’t want to return! GET THE BOOK!

Consumers 77

Consumers Tips Policies Retail 77

CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . The cumulative result is that, after just one poor experience, 92% of consumers say they would stop shopping with that brand if they could.

Consumers 52

Consumers Brands Customer Service Data 52

Helen Dewdney

JUNE 6, 2019

The differences with warranties, guarantees and consumer rights. Consumer rights. The Consumer Rights Act 2015 states that items must be of satisfactory quality, as described, fit for purpose and last a reasonable length of time. However a consumer is expected to use the appliance reasonably. Warranties.

Consumers 61

Consumers Insurance Retail Tips 61

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Strativity

MARCH 17, 2015

The post Strativity’s Lior Arussy Delivers Keynote at 2015 Connected Consumer Conference appeared first on Strativity. For more information please visit [link] For more information about this or other virtual conferences presented by CRMXchange, contact info@crmxchange.com or call 941-702-8389.

Conference 40

Conference Connections Consumers Customer Journeys 40

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. The NRF projects that almost half (46%) of all holiday shopping will be done online this year, the highest percentage in the history of the NRF consumer survey, with 37.9% will rise between 6 and 8% this year. billion holiday haul. Consider this.

Self Service 40

Self Service Customer Service e-support Retail 40

Helen Dewdney

SEPTEMBER 25, 2015

The Consumer Rights Act 2015 comes into force on the 1st October 2015. Digital content that is downloaded is not subject to the right to reject as the consumer is not in a position to return the digital content. A consumer may not discover this for some days, perhaps even after 30 days. I only send a few a year!

Consumers 30

Consumers eBook Software Advertising 30