Experience Matters

APRIL 21, 2015

We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings. consumers to rate the level of forgiveness earned by 293 organizations across 20 industries ( see.pdf with full list ). In total, 43% of companies that were in both the 2014 and 2015 Forgiveness Ratings improved their score by at least one point.

Insurance 120

Insurance Airlines Banking Retail 120

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Half of consumers move on after poor customer service.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

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

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. > Wireless Carriers.

Industry 120

Industry Wireless Airlines Hotels 120

Experience Matters

JUNE 30, 2015

For the second straight year, USAA took the top spot in the Temkin Web Experience Ratings. consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) consumers during January 2015. Based on a study of 10,000 U.S. population.

Airlines 120

Airlines Hotels Banking Retail 120

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. consumers to rate the customer service of 278 organizations across 20 industries ( see.pdf with full list ). Six industries improved between 2014 and 2015, while 13 declined.

Customer Service 120

Customer Service Airlines Banking Insurance 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.

Trends 171

Trends Brands Retail Leadership 171

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

For the previous five years, we’ve measured effort as part of the Temkin Experience Ratings. consumers (see methodology section below). Do you want to the data from the 2015 Temkin Effort Ratings? It’s included in the Temkin Experience Ratings spreadsheet that you can purchase for $395. population.

Effort Score 120

Effort Score Airlines Hotels Retail 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

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

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

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? appeared first on Heart of the Customer. Is it the role of emotions? Employee engagement?

Customer Journeys 83

Customer Journeys Customer Experience Employee Engagement Conference 83

Kerry Bodine

JUNE 4, 2015

It was so on point for companies looking to innovate the customer experience that I feel compelled to share. And Argentinian air conditioner manufacturer gave its online customers a discount based on their location—the hotter the temperature, the bigger the discount. Video valet. Deliver (more than) the goods. Politeness pays.

Trends 120

Trends Consumers Customer Experience Video 120

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

ROI 259

ROI Customer Experience NPS Financial 259

Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 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. Investment firms have the largest generation gap. Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

JUNE 23, 2015

For the previous five years, we’ve measured emotion as part of the Temkin Experience Ratings. consumers (see methodology section below). Do you want to the data from the 2015 Temkin Emotion Ratings? It’s included in the Temkin Experience Ratings spreadsheet that you can purchase for $395. 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

Experience Matters

MARCH 11, 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. While the Temkin Experience Ratings have included computer makers for five years, it added tablets to this category in 2015. percentage points.

Customer Experience 120

Customer Experience Industry Survey Consumers 120

Experience Matters

MARCH 12, 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. Overall, the utilities industry averaged a 62% rating in the 2015 Temkin Experience Ratings , coming in 13 th place out of 20 industries.

Customer Experience 120

Customer Experience Effort Score Consumers Industry 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

MARCH 20, 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. Bank (-2 points) declined by the most percentage-points between 2014 and 2015. Wells Fargo (-7 points), Capital One (-3 points), and S.

Customer Experience 120

Customer Experience Banking Industry Customers 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. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Matters

MARCH 19, 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. percentage points between 2014 in 2015. Best Western (-5) was the only hotel to see a decrease in its ratings between 2014 and 2015.

Hotels 120

Hotels Customer Experience Effort Score Industry 120

Experience Matters

MARCH 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. Here are some highlights from the major appliances results between 2012 and 2015: The average rating for the appliance industry dropped from 60.7%

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Experience Matters

MARCH 19, 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. Overall, the airline industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 12 th place out of 20 industries.

Airlines 120

Airlines Customer Experience Industry Customers 120

Experience Matters

MARCH 16, 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. Six other retailers earned Temkin Experience Ratings below 70%: Sears , Gap , Best Buy , GameStop , Kmart , and Foot Locker. percentage-points.

Retail 120

Retail Customer Experience Industry Customers 120

Experience Matters

MARCH 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. Here are some highlights from the parcel delivery services results between 2012 and 2015: Despite a very slight decline in their average ratings—down from 73.2%

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Experience Matters

MARCH 20, 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. The average rating of the banking industry stayed steady at 71% between 2014 and 2015.

Banking 120

Banking Customer Experience Industry Groups 120

Kerry Bodine

SEPTEMBER 30, 2017

A couple of months back, I wrote a post called You Must Invest In Customer Experience. In it, I detailed research by the American Customer Satisfaction Index that shows that an investment portfolio that takes long bets on CX leaders and shorts CX laggards outperforms the S&P 500 by nearly a factor of five. Among them: IBM.

Customer Experience 120

Customer Experience Innovation Trends Consumers 120

Experience Matters

MARCH 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. Here are some highlights from the auto dealer results between 2012 and 2015: Auto dealers’ average rating dropped from 66.3% in 2014 to 63.7%

Customer Experience 120

Customer Experience Industry Customers Survey 120

Experience Matters

MARCH 20, 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. Nine companies decreased their rating between 2014 and 2015. in 2014 to 64.0% The industry tied for 9 th place out of the 20 industries we evaluated.

Effort Score 120

Effort Score Customer Experience Financial Industry 120

Experience Matters

MARCH 18, 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. Of the nine TV service providers that we evaluated both last year and this year, only two of them increased their scores between 2014 and 2015.

Effort Score 120

Effort Score Customer Experience Communication Industry 120

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. Here’s the executive summary: To understand the effect of good and bad experiences, we asked 10,000 U.S. consumers about their recent interactions with 283 companies across 20 industries. Download report for $195.

Report 120

Report Customer Connectedness Groups Retail 120

Experience Matters

MARCH 12, 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. Of the fourteen insurers that we evaluated in both 2014 and 2015, American Family increased its score the most, going up five percentage-points from last year.

Insurance 120

Insurance Industry Effort Score Customer Experience 120

Experience Matters

MARCH 19, 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. It increased by eight percentage-points between the 2013 and 2014 TxR, and by another nine points between the 2014 and 2015 TxR. in 2014 to 60.0%

Effort Score 120

Effort Score Customer Experience Industry Trends 120