Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28).

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Customer Experience eBook Customers Meeting 100

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.

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Customer Connectedness Data Self Service Customer Experience 120

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days. JD Williams. Virgin Media.

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Customer Experience Customer Experience Professionals Training Customer Journeys 214

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. The 2015 results appear to go a step further.

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Analysis Omni-Channel Customer Experience Brands 120

Experience Investigators by 360Connext

DECEMBER 31, 2015

In case you’re just hearing about us, or you haven’t subscribed for updates, we’ve put together a heaping handful of our best customer experience posts from the past year […]. The post Our Top 15 Customer Experience Posts of 2015 appeared first on Customer Experience Consulting.

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Customer Experience Consulting Customers Customer Journeys 110

Experience Investigators by 360Connext

NOVEMBER 13, 2014

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The survey results from consumers highlighted what customers are really seeking. I find this compelling.

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Customer Confidence Report Loyalty Programs Retail 279

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. So, what is actually happening to B2B customer experiences? Customer Experience is the new black.

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B2B Company B2C Customer Experience 303

Experience Matters

JULY 22, 2015

In 2015, we examined 200+ companies across 20 industries based on a survey of 10,000 U.S. Here are my posts that summarize the results for all of the 2015 Temkin Ratings: 2015 Temkin Experience Ratings (and 20 industry snapshots ). 2015 Temkin Forgiveness Ratings. 2015 Temkin Trust Ratings.

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Consumers Industry Survey Customer Experience 120

Customer Bliss

FEBRUARY 5, 2015

I was honored to be a part of this ebook, The 2015 Customer Experience Outlook – A Collection of Ideas for the Year Ahead brought to you by Kerry Bodine & Doberman. It’s is a collection of ideas from customer experience authors, designers, and industry leaders. You’ll also find articles from: B.

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Chief Customer Officer Customer Experience eBook Survey 100

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. display a badge for top 10% and industry leaders.

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Report Customer Connectedness Airlines Retail 120

Experience Investigators by 360Connext

MARCH 12, 2015

My hope this year, as I travel with my partner-in-chaos Lisa Diomede , is to find the glimmers of what’s next for customer experience. Here are a few ideas already seeming popular and interesting: Virtual reality in functional ways – how can we entice and empower customers with this technology? Listen now!

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Customer Experience Fashion Social Media Innovation 110

Experience Matters

APRIL 21, 2015

We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings. Here are some more highlights from the 2015 Temkin Forgiveness Ratings: With a score of 47%, supermarket chains were the only industry to earn a “very strong” average Forgiveness Rating and outpaced its nearest competition by six percentage-points.

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Insurance Airlines Banking 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. > Wireless Carriers.

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Industry Wireless Airlines Hotels 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.

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Report Net Promoter Score Effort Score Innovation 120

Experience Matters

JANUARY 11, 2016

Temkin Group did a lot of research in 2015. Our 2015 research highlighted leading-edge best practices, uncovered key trends, provided valuable assessment tools, and shared benchmark data. The bottom line : If you liked our 2015 research, stay tuned for 2016! Filed under: Customer experience.

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Experience Matters

JANUARY 22, 2015

Temkin Group is accepting nominations for its 2015 Customer Experience Vendor Excellence Awards. Customer experience' Submission are due by March 5th.

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Groups Customer Experience Customers 120

Experience Matters

APRIL 16, 2015

We just published a Temkin Group data snapshot, Media Use Benchmark, 2015. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. This is the largest jump in average usage time over all 11 areas we examined in both 2014 and 2015. hours per day over the past year.

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Customer Connectedness Data Groups Analysis 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. Quotas were set to mirror the U.S.

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Airlines Hotels Banking Retail 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?

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Customer Journeys Customer Experience Employee Engagement Conference 83

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.

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ROI Customer Experience NPS Financial 259

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. population.

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Customer Service Airlines Banking Insurance 120

Experience Matters

SEPTEMBER 1, 2015

Are you proud of your organization’s customer experience efforts? Submit a nomination by October 23rd for Temkin Group’s 2015 CX Excellence Award.

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Groups Customer Experience Customers 120

Experience Matters

MARCH 30, 2015

We just published a Temkin Group report, State of the CX Profession, 2015. Although 98% of respondents believe that customer experience is a great profession to work in, these professionals feel less appreciated than they did last year. Benchmarks Customer experience Temkin Group Research Trends'

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Report Groups Study Trends 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.

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Employee Engagement Report Engagement Financial 120

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. Budapest Bank had actually started its customer experience program at the end 2015. customer insight. governance.

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Banking Customer Experience Customer Centricity Strategy 233

Experience Matters

JANUARY 30, 2015

Earlier this month, we published Lessons in CX Excellence, 2015 , which provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Customer experience Temkin Group Video' The bottom line : Learn from award-winning CX programs.

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Groups Video Report Customer Experience 120

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

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Customer Experience eBook Customer Experience Design Employee Experience 60

Experience Matters

MAY 5, 2015

We just published a Temkin Group data snapshot, Social Media Benchmark, 2015. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. in 2015, Twitter jumped the most as daily computer users increased from 13.4% While daily Facebook access showed the smallest increase, from 46.5% in 2014 to 47.1%

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Social Media Data Groups Analysis 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. brand customer experience loyalty marketing' Online Authenticity : As ?

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Trends Brands Retail Leadership 171

Experience Matters

MAY 20, 2015

For the previous five years, we’ve measured effort as part of the Temkin Experience Ratings. 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. consumers during January 2015. Quotas were set to mirror the U.S.

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Effort Score Airlines Hotels Retail 120

Experience Matters

MARCH 24, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. 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. consumers during January 2015. It uses feedback from 10,000 U.S.

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Airlines Insurance Wireless Banking 120

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.

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Customer Experience Effort Score Omni-Channel Retail 183

Experience Matters

NOVEMBER 18, 2015

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

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Report Loyalty Insurance Retail 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.

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Data Insurance Policies Groups 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.

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Experience Matters

OCTOBER 6, 2015

Once again, Temkin Group is publishing a new infographic for CX Day. You can see the full infographic below. Here are links to: Download a printable infographic (.pdf). Download a printable 18″ x 24″ poster (.pdf).

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Infographics Customer Experience Groups Customers 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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