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. pdf) and data file (.xls).
Experience Matters
OCTOBER 20, 2015
We published a Temkin Group report, ROI of Customer Experience, 2015. While all three components of customer experience—success, effort, and emotion—have a strong effect on loyalty, our research shows that emotion is the most important element. This research shows that CX is highly correlated to loyalty across 20 industries.
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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?
Experience Matters
DECEMBER 22, 2015
We published a Temkin Group report, The State of CX Metrics, 2015. This is the fifth year of this study that examines the CX metrics efforts within large companies. Net Promoter® Score is the most common metric used and customer service is the most common group to have its compensation tied to CX metrics.
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.
Beyond Philosophy
NOVEMBER 10, 2014
There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. The most Customer-centric companies will share the results of their efforts with their Customers. That which gets rewarded gets done.
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.
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