Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. Dell’s CX efforts start with an emphasis on listening to and engaging with customers and employees.

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Report Customer Connectedness Customer Journeys Net Promoter Score 120

ijgolding

SEPTEMBER 24, 2015

The 2015 results appear to go a step further. The opening paragraph of the 2015 analysis written by Tim Knight and David Conway states: It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is. It is refreshing to see this stance bourne out by the 2015 results.

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Analysis Omni-Channel Customer Experience Brands 120

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. This report also includes an assessment that companies can use to benchmark their CX efforts and capabilities.

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Report Customer Connectedness Management Effort Score 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 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. Here are some highlights from the Ratings for software firms: Apple and Google tied for the highest score in the software industry, each scoring 66% and ranking 136 th overall.

Software 120

Software Industry Effort Score Customer Experience 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. The average rating for the TV service providers industry dropped from 54% in 2014 to 52% in 2015—the first time in the history of the Ratings that this industry has declined.

Effort Score 120

Effort Score Customer Experience Communication 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% below average for effort.

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. Despite dropping by three percentage-points, Fidelity Investments earned the highest average of any investment firm, scoring 72% and place 89 th out of 293 companies.

Effort Score 120

Effort Score Customer Experience Financial Industry 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. The average industry score for the effort component dropped from 85% in 2014 to 84% in 2015, while the average score for the emotion component dropped from 69% to 68%.

Effort Score 120

Effort Score Customer Experience Industry Customers 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. At the other end of the spectrum, 21 st Century was the lowest-rated insurance carrier for the fifth year in a row, scoring 51% and placing 270 th overall.

Insurance 120

Insurance Industry Effort Score Customer Experience 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. At the other end of the spectrum, Coventry Health Care was both the lowest-scoring health plan, and the lowest scoring company we evaluated in the entire Ratings.

Effort Score 120

Effort Score Customer Experience Healthcare Industry 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% in 2014 to 60.0%

Effort Score 120

Effort Score Customer Experience Industry Trends 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. The average rating for the wireless carrier industry dropped from 62% in 2014 to 61% in 2015—the first times in the history of the ratings that the industry’s average declined.

Wireless 120

Wireless Effort Score Customer Experience Industry 120

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. In the United Kingdom, “good” scores were scarce.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

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. Here are some highlights from the hotel industry: The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings.

Hotels 120

Hotels Customer Experience Effort Score Industry 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. Georgia Power scored 16.9

Customer Experience 120

Customer Experience Effort Score Consumers Industry 120

Forrester

OCTOBER 6, 2015

That "exercise pill" scientists are working on that promises the benefits of exercise without any of the effort? But the Q3 2015 data from our Customer Experience Index is making it hard for an optimist like me to find a lot of bright spots. I'm thinking my six pack abs are now a sure thing.

Customer Experience 40

Customer Experience Effort Score Exercises Study 40

Talkdesk

JANUARY 26, 2015

So why is 2015 any different? Because failing to provide customer-centric support could literally sink your business in 2015. Now allow me to keep it with some helpful tips on how you and your team can provide better customer support in 2015: Tip #1 Know everything about your customers. Do I have your attention now? Not so fast!

How To 40

How To e-support Effort Score Tips 40

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. Effort Metric Expanding. Every interaction has three components: Success, Effort, and Emotion.

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Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

MARCH 16, 2015

Temkin Group can certainly help in that area, but we make no promises about what will happen to any company’s scores. 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. 2015 Temkin Ratings Customer experience'

Effort Score 120

Effort Score Guidelines Groups Industry 120

Lumoa

NOVEMBER 29, 2021

Sometimes this is because of a lack of ownership in the company – when an issue exists because it falls between organizational silos, improving the customer experience requires some extra effort. Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market.

ROI 259

ROI Customer Experience NPS Financial 259

Daniel Group

JULY 27, 2023

While the OEM has played and is playing an important role, this is still a dealer-led effort. The chart below shows the NPS score for 12 months for each client in this group vs. the rate of issues for each one. There was a consistent increase in issue frequency from 2015 through 2021. It is paying off through improved NPS.

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NPS Net Promoter Score Effort Score Groups 52

Daniel Group

JULY 27, 2023

While the OEM has played and is playing an important role, this is still a dealer-led effort. The chart below shows the NPS score for 12 months for each client in this group vs. the rate of issues for each one. There was a consistent increase in issue frequency from 2015 through 2021. It is paying off through improved NPS.

NPS 52

NPS Customer Experience Net Promoter Score Effort Score 52

Comm100

MARCH 4, 2021

Of all team sizes, those with 26+ agents achieved the highest CSAT score. In fact, it was the highest CSAT score recorded in our annual benchmark reports since its launch in 2015. Predictions and best practices for 2021. It’s time for omnichannel. Live chat caters to both of these factors.

Data 131

Data Omni-Channel Effort Score Report 131

Gainsight

APRIL 12, 2024

This translates to higher customer satisfaction, health scores , increased adoption rates , and ultimately, a thriving business. Part 2: CSMs and IDs: Setting You Up for the Future of Digital Customer Education I’ve been practicing Customer Education since 2015 when I joined the Gainsight team to help them build their program.

Customer Success 52

Customer Success Management Effort Score Training 52

CX Journey

AUGUST 16, 2017

His last overall, cross-industry comparison was done in 2015; in 2016, he focused on the ROI of customer experience in the insurance industry , and in 2017, he has focused on the airline industry. Companies with high or improving scores had higher stock returns than their competitors and outperformed market indexes.

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

Kayako

FEBRUARY 4, 2016

But after all that effort from the top of the funnel, you find that in two, three or four months time, that customer walks away because the fit isn’t right. But customer satisfaction scores and net promoter scores just don’t show you the exact reasons why customers choose to leave. But how would you uncover that?

Net Promoter Score 120

Net Promoter Score How To Effort Score Sales 120

Beyond Philosophy

DECEMBER 19, 2017

Time and Effort. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Do these scores mean that the Customer Experience teams organizations invested in there are ineffective or have they just given people a new title and carried on doing the same stuff? < [link] > The post UK Scores Fall Whilst U.S.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

CX Journey

NOVEMBER 28, 2018

Back in 2015, I wrote a post titled Hey! Image courtesy of Pixabay Are you adding data to your journey maps? You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc.

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Customer Journeys Data Effort Score First Call Resolution 86

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. What I and others like about NPS is the simplicity.

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

Experience Investigators by 360Connext

JULY 24, 2015

Net Promoter Score (NPS) was the “only” metric that mattered for a while. But now there is a backlash in some organizations and data like Customer Effort Scores (CES) are on the rise. Sprout Social (@SproutSocial) July 22, 2015. But those dashboards loaded down with chart after chart?

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Thematic

SEPTEMBER 18, 2018

If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)? Is one enough or should you implement several metrics? Does it actually matter?

Metrics 54

Metrics Net Promoter Score Effort Score Customer Experience 54

Comm100

FEBRUARY 10, 2022

McKinsey also highlights the power of organizational transformation in government: “An effort undertaken by the US Department of Veterans Affairs focused on transforming veterans’ experiences with the agency increased trust from 47 percent in 2015 to 70 percent just three years later.”.

Government 130

Government Customer Experience Chatbots Social Media 130

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Mark leads the client experience efforts at Sandy Spring Bank, the oldest and largest independent Maryland-based bank. About Mark. CX Meeting In A Box.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

CX Journey

AUGUST 13, 2015

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Bring customer data and feedback into the touchpoints to really accentuate the pain, effort, or highlights of the touchpoint.

Customer Journeys 80

Customer Journeys Effort Score Touchpoint Customer Voice 80

BirdEye

AUGUST 29, 2023

Lead with empathy, always Harvard Business Review research found that the top 10 companies within the Global Empathy Index 2015 managed to “increase in value more than twice as much” as those brands in the bottom 10. Not only do customers expect a business to respond to their reviews, but good customer service dictates that response promptly.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Customer Bliss

APRIL 18, 2017

Even though MSA is a B2B company, one of the interesting things about their transformation efforts is that they look to “The Amazon Experience” — B2C — as a model. One year into being CCO (which she assumed in October 2015), she also became head of Operations. There was clearly a disconnect.

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Chief Customer Officer Customer Journeys B2B B2C 118