Report: 2015 Temkin Experience Ratings

Experience Matters

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.

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USAA Tops 2015 Temkin Customer Service Ratings

Experience Matters

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 ). consumers during January 2015.

2015 Trends in Customer Service

Who's Your Gladys?

New realities have emerged over the past year, revealing what we can expect of customer service in 2015. Best practices Customer Service Marilyn Suttle 2015 trends Customer Service Articles customer service training customer service trends

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Report: ROI of Customer Experience, 2015

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2015. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

2015 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

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

Recap of (Awesome) Customer Experience Day 2015

Experience Matters

Yesterday was a great day, as Temkin Group joined customer experience professionals around the world in celebrating Customer Experience Day 2015. Webinar recording : The Fundamentals of Customer Experience (with Jen Rodstrom). Video: Customer Experience Matters.

Forrester Forum 2015

MaritzCX

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco.

The Ultimate Customer Experience Infographic, 2015

Experience Matters

Customer experience Infographic ROI of Customer ExperienceOnce 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).

H-E-B Earns Top Spot in 2015 Temkin Emotion Ratings

Experience Matters

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?

H-E-B and Credit Unions Top 2015 Temkin Trust Ratings

Experience Matters

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.

2015 Temkin Ratings: Benchmarking Consumer Relationships

Experience Matters

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. 2015 Temkin Customer Service Ratings. 2015 Temkin Web Experience Ratings. The bottom line : How do your customers rate their relationship with you?

USAA and Amazon Top 2015 Temkin Web Experience Ratings

Experience Matters

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.

Hannaford and Publix Top 2015 Temkin Effort Ratings

Experience Matters

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.

Report: Net Promoter Score Benchmark Study, 2015

Experience Matters

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.

A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis

ijgolding

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’.

Report: 2015 Temkin Loyalty Index

Experience Matters

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.

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Temkin Group Plans For CX Day 2015

Experience Matters

Temkin Group has labelled 2015 as the Year of the Employee for customer experience. As you’ll see below, we’re continuing that theme in our plans for CX Day 2015: Research discount. Jen Rodstrom will present The Fundamentals of Customer Experience at 10:00 AM ET and Aimee Lucas will present Tapping into the Power of Engaged Employees at 1:00 PM ET. Customer Experience Matters video. The bottom line : Join Temkin Group in celebrating CX Day 2015!

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Report: State of Voice of the Customer Programs, 2015

Experience Matters

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.

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Forrester Forum 2015

MaritzCX

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco.

Forrester Forum 2015

MaritzCX

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco.

8 CX Trends for 2015 (The Year of the Employee)

Experience Matters

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 Customer Renovations. Customer Journey Deliberations.

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Report: 2015 Temkin Experience Ratings of Tech Vendors

Experience Matters

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. Benchmarks Customer experience Temkin Group Research

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Data Snapshot: Customer Experience Expectations and Plans for 2015

Experience Matters

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.

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Report: Economics of Net Promoter, 2015

Experience Matters

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?

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Report: Employee Engagement Competency & Maturity, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Seventy-two percent of the more mature companies have above average customer experience compared with 48% of the other companies.

Webinar: Lessons in CX Excellence, 2015

Experience Matters

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

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Report: Lessons in CX Excellence, 2015

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc.,

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Data Snapshot: Channel Preferences Benchmark, 2015

Experience Matters

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. Benchmarks Customer experience Temkin Group Research

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Report: State of the CX Profession, 2015

Experience Matters

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.

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Report: Employee Engagement Benchmark Study, 2015

Experience Matters

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.

2015 Customer Experience Excellence Winners

Experience Matters

Congratulations to winners of Temkin Group’s 2015 Customer Experience Excellence Awards : EMC Global Services , Safelite AutoGlass , and SunPower. Customer experience

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Report: Tech Vendor NPS Benchmark, 2015 (B2B)

Experience Matters

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.

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Data Snapshot: Media Use Benchmark, 2015

Experience Matters

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.

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Report: The State of CX Metrics, 2015

Experience Matters

We published a Temkin Group report, The State of CX Metrics, 2015. Companies are best at measuring customer service and phone-based experiences and are worst at measuring the experiences of prospects and customers who defect.

Report: What Happens After a Good or Bad Experience, 2015

Experience Matters

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

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Nominations Open for 2015 CX Excellence Awards

Experience Matters

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

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