Experience Matters

MARCH 30, 2015

We just published a Temkin Group report, State of the CX Profession, 2015. Download report for $195. CX continues to be a great profession… Download report for $195. This is the fifth year that we’ve examined the roles of CX professionals and the second year that we’ve done a compensation study.

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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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NPS Net Promoter Score Report B2B 120

Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. Download report for $295. Download report for $295. You mat also want to see our latest NPS Benchmark Report with NPS data on 283 companies. The bottom line: Promoters are much more valuable than detractors.

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Report Net Promoter Score Wireless Airlines 120

Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. Download report for $195. Download report for $195. This is the fifth year of this study that examines the CX metrics efforts within large companies. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014.

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Experience Matters

FEBRUARY 17, 2015

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. Download report for $195. Download report for $195. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S.

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Experience Matters

OCTOBER 27, 2015

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. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. Download report for $195.

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Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. Download report for $195.

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Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

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Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. This report also includes an assessment that companies can use to benchmark their CX efforts and capabilities. Download report for $195. Download report for $195. This year we found an abundance of CX ambition and activity.

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Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 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 fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

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Experience Matters

JANUARY 23, 2018

Here are previous benchmarks from 2016, 2015, and Read More. The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®.

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Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. Download report for $195. Comcast (25%) and Charter Communications (24%) have the highest levels of consumers reporting bad experiences. Download report for $195.

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Report Customer Connectedness Groups Retail 120

Experience Matters

JUNE 7, 2016

We just published a Temkin Group report, The State of the CX Management, 2016. This is the seventh annual benchmark of CX activities, competencies, and maturity levels. Here’s the executive summary: For the seventh straight year, Temkin Group surveyed large companies to evaluate the state of their Customer Experience (CX) management.

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Experience Matters

JANUARY 11, 2016

Temkin Group did a lot of research in 2015. In case you missed some of it, I’ve listed last year’s reports below. Our 2015 research highlighted leading-edge best practices, uncovered key trends, provided valuable assessment tools, and shared benchmark data. You can always find all of our research here.

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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. Download report for $195. in 2015, Twitter jumped the most as daily computer users increased from 13.4% Download report for $195. in 2014 to 47.1%

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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. Download report for $195. 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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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. Download report for $195. The report has 13 data-filled charts, covering the 11 activities with details of preferences by age.

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Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

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Report B2C B2B Groups 120

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. Here’s a recording of a recent webinar going over highlights from the report: See listing of Temkin Group’s recorded webinars.

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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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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. The report states: ‘…the experience they deliver is their brand.

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Experience Matters

FEBRUARY 16, 2016

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. The research is based on an online survey on Q3 2015. This is the fifth year that we’ve published the benchmark of U.S. Take a look at our Employee Engagement Resource Page).

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Employee Engagement Study Report Engagement 120

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 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 fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

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Report Groups Survey Customer Experience 120

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.

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Report Innovation Government Competitive Advantage 52

Experience Matters

JANUARY 13, 2016

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2016 , During Q3, 2015, 800 IT professionals from companies with at least $250 million in annual revenues rated both the products of and their relationships with 62 tech vendors. This product has a report (.pdf)

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Report Customer Connectedness B2B Groups 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. Download the Full Report. Everyone knows that real estate is all about location, location, location.

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Self Service Customer Expectations Report Customer Service 40

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.

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Report Customer Experience Customer Centricity Fashion 229

Forrester

NOVEMBER 7, 2014

In 2015, the race from good to great CX will hit the gas pedal. As we do every year, we''ve just published our Predictions report for CX. Predictions 2015. I want to share a couple of those predictions with you: Read more Categories: CX. Customer Experience. Customer Experience Index. Voice of the Customer. campaign management.

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Loyalty Programs Insurance Government Loyalty 109

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. The post The 2019 State of Social Report appeared first on NetBase. Making It Matter. One platform.

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Report Social Media Advertising Ecommerce 89

Wired and Dangerous

JANUARY 5, 2015

Welcome to 2015! Learn as much about our customers’ hopes and aspirations as we do about their needs and expectations by asking questions that help our customers problem solve, not just report or respond. Best wishes for a fantastic 2015! We are excited about the sparkling opportunities and shining moments that lay ahead.

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Experience Matters

FEBRUARY 4, 2016

In case you missed some of it, we decided to create this infographic with 15 of the top data factoids from across many of our reports: You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster […].

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Maz Iqbal

MARCH 29, 2015

Some folks at Nunwood (CX research and consulting company) have been kind enough to email over their latest report: Have A Nicer Day, Learning From the USA’s Customer Experience Leaders. I found it to make interesting reading. In this conversation, I wish to focus on where the UK stands in relation to the USA – […].

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Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. According to LoyaltyOne’s October 2015 survey of more than 1,000 consumers, 47% of Cyber Monday shoppers said they’d be reluctant to make an in-store holiday season purchase from a retailer with whom they have an unhappy online experience. will rise between 6 and 8% this year. billion holiday haul.

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Tricia Morris

SEPTEMBER 15, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. A newly-released 2015 U.K. To view more, click here and download the complimentary report. The post INFOGRAPHIC: 2015 U.K. is at its lowest level since 2010 , it has never been more important for U.K.

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Infographics Customer Service Customer Centricity CRM 40

Tricia Morris

JULY 31, 2015

A newly-released 2015 U.S. State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that customer service expectations, as well as views around the importance of customer service, are on the rise. To view more, click here and download the complimentary report.

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Infographics Customer Service Customer Centricity CRM 40

ForeSee

NOVEMBER 19, 2015

Just like the shopping season, the fielding for our annual holiday research report, the ForeSee Experience Index (FXI) 2015 Retail Edition, is in full swing. The post 2015 ForeSee Experience Index (FXI): Early Holiday Retail Insights appeared first on ForeSee.

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Think Customers

OCTOBER 21, 2014

Earlier this month, Bluewolf published its third annual report on The State of Salesforce.

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