Experience Matters

JANUARY 23, 2018

consumers about their channel preferences when performing 12 different activities – such as selecting a life insurance policy or applying for a new credit card – and compared their responses to the results of a similar study we conducted in Q3 2016. Here are previous benchmarks from 2016, 2015, and Read More.

Report 154

Report Insurance Policies Groups 154

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. consumers about their recent interactions with 283 companies across 20 industries. Download report for $195.

Report 120

Report Customer Connectedness Groups 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

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

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. Download report for $195. Download report for $195.

Data 120

Data Insurance Policies Groups 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. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. But are customer service preferences and expectations? Global Similarity Highlights.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Clarivate

FEBRUARY 10, 2022

Download our report for insights into the South and Southeast Asia innovation landscape. To better understand the key players and the emerging, evolving trends in innovation, we looked across the South and Southeast Asia landscape in our latest report. Key findings from our report. Measuring innovation.

Report 52

Report Innovation Government Competitive Advantage 52

NetBase

MARCH 4, 2019

And any brands still devoting half-hearted efforts to their digital marketing really need to read The 2019 State of Social Report , as it offers game-changing insight for (and from) small, challenger and top-performing businesses. And you can thank consumers for that. Consumer Marketing Opportunities & Challenges.

Report 89

Report Social Media Advertising Ecommerce 89

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

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one.

Report 229

Report Customer Experience Customer Centricity Fashion 229

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

Tricia Morris

JULY 7, 2015

The newly-released 2015 U.S. State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when interacting with a brand or organization for customer-related questions and issues. The 2015 U.S.

Self Service 40

Self Service Report Consumers Loyalty 40

Tricia Morris

AUGUST 4, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The 2015 U.K. Download the 2015 U.K. With more than 60% of U.K.

Poor Customer Service 40

Poor Customer Service Report Self Service Consumers 40

ECXO

MAY 15, 2023

The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute. Futurum’s Experience 2030 report hammers home the importance of this data when it comes to customer experience. Complete control enhances trust between brands and consumers and improves engagement and business metrics.

Tips 129

Tips Net Promoter Score Advertising Customer Journeys 129

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

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

Kerry Bodine

JANUARY 18, 2021

With $181 million in funding from 2015 to 2019, the company’s founders focused on growth through customer obsession — even when the cost of the customer experience came at the expense of the mental health and well-being of the people who delivered it.

Comparison 227

Comparison Culture Groups Customers 227

QuestionPro Audience

MARCH 14, 2018

Fueled by the rebounding housing market, spending on improvements, maintenance and repairs reached $340 billion in 2015 , up 12% from 2013. In a recent study conducted by the Consumer Reports National Research Center, almost a fifth of general contractors lacked either a state license or proper insurance, and 9% lacked both!

Tips 210

Tips Insurance Study Report 210

Tricia Morris

SEPTEMBER 15, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. To view more, click here and download the complimentary report.

Infographics 40

Infographics Customer Service Customer Centricity CRM 40

Kustomer

FEBRUARY 4, 2022

Sifting through your inbox for the best news and insights can be time-consuming for anyone, regardless of their profession or industry. It will be a tactical newsletter exploring the customer experience so you can gather insights to build long-lasting relationships with today’s consumers.

Knowledge Base 98

Knowledge Base Consumers Trends Innovation 98

Helen Dewdney

AUGUST 30, 2022

Bill was appointed as the Managing Director of the Motor Ombudsman (TMO) in 2015. TMO helps to resolve disputes or complaints between consumers and businesses. It has seen the service grow year on year to a position where it now handles more than 100,000 consumer contacts and 16,000 consumer cases per year.

Automotive 67

Automotive Consumers Consulting How To 67

COPC

SEPTEMBER 25, 2018

The 78-page report, titled Consumer Insights: CX — Understanding Consumer Experiences and Opinions , is based on extensive surveying of more than 30,000 consumers and covers a broad range of customer experience-related topics. CXMB Series reports are produced in partnership between Execs In The Know and COPC Inc.

Consumers 40

Consumers Report Survey Customer Experience Management 40

QuestionPro Audience

JANUARY 8, 2018

In 2015, The Money Project created an infographic as a way of simplifying currencies, assets and other financial instruments in a way people can understand, and it evolved into a new way to understand the vast universe of global assets. Every now and then we come across reports that completely blow us away. By: The Money Project.

Infographics 230

Infographics Retail Video Report 230

SuiteCX

FEBRUARY 2, 2016

Consumers Expect Personalized Treatment. Source: 3 Things Marketers Need to Know About Succeeding with Personalization, Autopilot, 2015). Source: 2015 Global State of Multichannel Customer Service Report, Microsoft). Source: 2015 Global State of Multichannel Customer Service Report, Microsoft).

Data 100

Data Customer Experience Retail Consulting 100

Kerry Bodine

SEPTEMBER 30, 2017

That study was all about end consumers. But, of course, customer experience isn’t just for consumer-focused organizations. In its Customers 2020 report, Walker Information prognosticates, “Today, B-to-B companies focus primarily on differentiating themselves through the experience they deliver to customers. Among them: IBM.

Customer Experience 120

Customer Experience Innovation Trends Consumers 120

Helen Dewdney

JUNE 22, 2016

A new report, released today by consumer campaigners Marcus Williamson and Helen Dewdney, exposes serious failings in the processes by which new ombudsmen are approved and overseen. Since 1 October 2015 a new privatised system of ombudsmen is available for consumer complaints in areas such as retail and aviation.

Report 56

Report Retail Conference Consumers 56

QuestionPro Audience

MARCH 14, 2018

Fueled by the rebounding housing market, spending on improvements, maintenance and repairs reached $340 billion in 2015 , up 12% from 2013. In a recent study conducted by the Consumer Reports National Research Center, almost a fifth of general contractors lacked either a state license or proper insurance, and 9% lacked both!

Tips 150

Tips Insurance Study Report 150

ReviewTrackers

FEBRUARY 10, 2021

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Today, consumers rely on current customers to tell them whether or not a business is worth their time and money. There is only one way a customer can start a journey with your brand.

Management 123

Management Social Media Culture Advertising 123

Experience Matters

MARCH 16, 2015

You can download a free copy of the Temkin Experience Ratings report of see all of the results on the Temkin Ratings website. In 2015, for instance, we added utilities. We asked consumers to rate three components of the experience, Success, Effort, and Emotion , on a 7-point scale. Yes, as long as you follow our guidelines.

Effort Score 120

Effort Score Guidelines Groups Industry 120

Helen Dewdney

SEPTEMBER 4, 2018

As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Tesco was reported as having given £5,000 to charity and put training in place and that was it. Helen reported on her blog that she wasn’t going anywhere without addressing this story.

Case Study 60

Case Study Consumers Study Social Media 60

Comm100

MARCH 4, 2021

Our annual live chat benchmark report reveals the answers to these questions, pulling from over 66 million chat interactions. Read on for the key takeaways from the 2021 live chat benchmark report, then download the full report below for free with access to hundreds of data points, including the trends from 2020 and predictions for 2021.

Data 131

Data Omni-Channel Effort Score Report 131

Helen Dewdney

APRIL 26, 2020

They are hoping that consumers do not know their legal rights or believe that consumer rights don’t apply in this situation, when they most certainly do! The consumer is not cancelling, the venue is, so the venue is in breach of contract and should make a full refund. If they refuse, then the case can be taken to court.

Hotels 70

Hotels Travel Consumers Airlines 70

iPerceptions

NOVEMBER 7, 2016

Consumers around the world are increasingly making their purchases online. percent in 2015, with online sales totaling $341.7 According to Internet Retailer, US eCommerce grew by 14.6 billion , which accounted for over 10 percent of all US retail sales.

Report 48

Report Industry Ecommerce Retail 48

Alida

JULY 11, 2017

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 is middling at best, and that’s troubling for brands.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

Tricia Morris

MAY 28, 2015

In the The Real Self-Service Economy Report , 70% of consumers surveyed now expect a company website to include a self-service application. The post INFOGRAPHIC: 2015 State of Knowledge for Customer Service appeared first on Parature. Click here to listen to this webinar.

Infographics 40

Infographics Self Service Customer Service Customer Care 40

Helen Dewdney

JULY 2, 2021

From today, 1 July 2021, manufacturers of electrical goods are legally obliged for the first time to make spare parts for products available directly to consumers. This is being widely reported as a new legal right. It is a new legal right for when the Consumer Rights Act 2015 (CRA) doesn’t already cover you.

Government 60

Government Retail Consumers Financial 60