InMoment XI

JULY 28, 2016

In the automotive industry the perception of car manufacturers and consumers are drifting miles apart 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, the association of leading communication agencies.

Automotive 200

Automotive Industry Consumers Communication 200

Experience Matters

DECEMBER 29, 2016

In case you missed some of Temkin Group’s research, here’s a recap of our 2016 publications. In 2016, we surveyed 20,000 U.S. consumers, 800 IT decision makers, 300 HR professionals, and more than 2,500 other professionals. We also had detailed interviews with more than 150 professionals.

Groups 145

Groups Report Survey Trends 145

Experience Matters

SEPTEMBER 1, 2016

Temkin Group has labelled 2016 The Year of the Emotion for customer experience. Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 5th and we’re planning another exciting celebration.

Customer Experience 213

Customer Experience Leadership Groups Video 213

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Metrics 185

Metrics Report Customer Experience Groups 185

NICE inContact

AUGUST 30, 2016

Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. By attending ICUC 2016, you can explore new ways to transform customer experiences. The post Get Ready to Transform Customer Experiences at ICUC 2016 appeared first on inContact Blog. Technical Training. You won’t want to miss it!

Customer Experience 195

Customer Experience Contact Center Customers User Experience 195

Experience Matters

MARCH 8, 2016

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.

Report 120

Report Customer Experience Feedback Consumers 120

Experience Matters

NOVEMBER 15, 2016

We published a Temkin Group report, Temkin Loyalty Index, 2016. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. To determine companies’ TLi, we […].

Loyalty 120

Loyalty Report Consumers Groups 120

Experience Matters

SEPTEMBER 27, 2016

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2016. Here’s the executive summary: In Q3 2016, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different […].

Data 120

Data Survey Consumers Groups 120

Experience Matters

JULY 6, 2016

We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. 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.

Employee Engagement 159

Employee Engagement Engagement Report Customer Experience 159

Experience Matters

AUGUST 1, 2016

Temkin Group just published a data snapshot, Social Media Benchmark, 2016. Here’s a description of the data snapshot: In January 2016, we surveyed 10,000 U.S. This annual research effort shows how consumer use of social media sites on both computers and mobile phones are changing.

Social Media 120

Social Media Data Survey Consumers 120

Experience Matters

MARCH 15, 2016

We just published a Temkin Group data snapshot, Media Use Benchmark, 2016. Here’s the data snapshot description: In January 2016, we surveyed 10,000 U.S. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot).

Data 120

Data Analysis Survey Consumers 120

Experience Matters

JUNE 21, 2016

We just published a Temkin Group report, Economics of Net Promoter, 2016. 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?

Net Promoter Score 149

Net Promoter Score NPS Report Effort Score 149

Experience Matters

OCTOBER 24, 2016

We published a Temkin Group report, ROI of Customer Experience, 2016. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S.

Customer Experience 120

Customer Experience ROI Report Customers 120

NICE inContact

OCTOBER 6, 2016

We are officially less than one week away from our biggest event this year, ICUC 2016 ! We are excited for this year’s ICUC 2016 conference and can’t wait to see you in Orlando! The post ICUC 2016 Checklist to Help Transform Your Experience appeared first on inContact Blog.

Customer Experience 120

Customer Experience Entertainment Conference Contact Center 120

Vonage

DECEMBER 7, 2015

By embracing an omni-channel service philosophy, your organization could become the next service leader of 2016. . Register for the webcast Emerging Customer Service Trends of 2016 , hosted by Bluewolf and NewVoiceMedia, to learn what defines 2016’s service leaders and how you can come out on top.

Trends 120

Trends Customer Service Customer Service Strategies Customer Experience 120

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Metrics 120

Metrics Report Customer Experience Groups 120

Experience Matters

MAY 3, 2016

We just published the 2016 Temkin Forgiveness Ratings, the sixth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 294 organizations across 20 industries (see.pdf with full list). You can see all of the company data on the Temkin Ratings website.

Banking 120

Banking Feedback Consumers Industry 120

Experience Matters

APRIL 5, 2016

Temkin Group announces the winners the 2016 Customer Experience Vendor Excellence Awards: MaritzCX, Medallia, Potentiate, Rant & Rave, and Walker Information. Congratulations!

Customer Experience 120

Customer Experience Software Customers Groups 120

Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 120

Net Promoter Score Study NPS Report 120

Experience Matters

FEBRUARY 16, 2016

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

Employee Engagement 120

Employee Engagement Engagement Study Report 120

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

JUNE 14, 2016

USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. consumers (see.pdf with full list of companies).

Customer Service 120

Customer Service Customers Study Consumers 120

Experience Matters

FEBRUARY 1, 2016

Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2016. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2016.

Data 120

Data Customer Experience Groups Survey 120

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.

Report 120

Report B2C B2B Customer Experience 120

Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. We’ll be back with new episodes in early 2017. So far, we’ve published 32 episodes.

Customer Experience 0

Customer Experience Customers Chief Customer Officer Social Media 0

InMoment XI

MAY 2, 2016

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study.

Automotive 266

Automotive Loyalty Study Customers 266

BlueOcean

JUNE 29, 2016

Download our 2016 Contact Center Buyer’s Guide here. The post [eBook] The 2016 Contact Center Buyer’s Guide appeared first on. The Economics of Nearshore Vs. Offshore Contact Centers. How to Succeed as a Client: Helping Your Outsourcer’s Workforce Management Team Win.

Contact Center 120

Contact Center eBook Call Center Customer Experience 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.

Report 120

Report Customer Experience Survey Groups 120

Experience Matters

JULY 12, 2016

consumers, the 2016 Temkin Web Experience Ratings examine 257 companies across 20 industries (see full list of companies (.pdf)). For the third straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. You can see all of the company data on the Temkin Ratings website. xls)) […].

Study 120

Study Consumers Industry Data 120

Experience Matters

FEBRUARY 23, 2016

We just published a Temkin Group report, State of the CX Profession, 2016. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study.

Report 120

Report Survey Groups Study 120

Experience Matters

JANUARY 4, 2016

We’ve got a lot of CX work to do in 2016, which we’ve labeled as The Year of Emotion. As you start down the path of making 2016 a banner year for CX in your organization, I want to share my wishes for you: May you focus on your customers’ needs , even when internal priorities push them to be ignored.

Customer Experience 120

Customer Experience Customer Success Interaction Customers 120

Experience Matters

APRIL 12, 2016

We just published the 2016 Temkin Trust Ratings, the sixth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 294 organizations across 20 industries (see.pdf with full list). You can see all of the company data on the Temkin Ratings website.

Feedback 120

Feedback Consumers Industry Data 120

Experience Matters

OCTOBER 5, 2016

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic.

Infographics 328

Infographics Customer Experience Customers Groups 328

Experience Matters

OCTOBER 17, 2016

We published a Temkin Group report, State of Voice of the Customer Programs, 2016. This is the sixth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

Report 120

Report Customers Groups Customer Connectedness 120

Customer Bliss

DECEMBER 27, 2016

One of the biggest things I did online in 2016 was create a customer experience podcast. We just hit Episode No. 32 of that show, but there won’t be new episodes until 2017. Instead, here’s what I am going to do.

Customer Experience 0

Customer Experience Leadership Customer Retention Customers 0

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. 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. In 2016, we expect this consumer behavior to push more companies to break apart their offerings into bite-sized pieces.

Customer Experience 120

Customer Experience Trends Customers Effort Score 120

NICE inContact

MARCH 22, 2016

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). The IDC MarketScape also found a few key challenges facing contact centers in 2016 and beyond. To learn more, download a complimentary excerpt of the report today !

Contact Center 120

Contact Center Measurement Customer Service Trends 120