Report: 2016 Temkin Experience Ratings

Experience Matters

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. 2016 Temkin Ratings Benchmarks Customer Connectedness Customer experience Temkin Group Research

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Report: Temkin Loyalty Index, 2016

Experience Matters

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. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […]. Benchmarks Customer experience Temkin Group Research loyalty

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What do Trends from SXSW 2016 Mean for Customer Experience?

360Connext

The post What do Trends from SXSW 2016 Mean for Customer Experience? Customer Experience Featured Opinion Recent News Uncategorized #SXSW2016 #SXSWi 2016 customization digital best practices innovation linkedin mobile South by Southwest SXSW virtual reality VRIt was my 7th?

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USAA and Publix Top 2016 Temkin Customer Service Ratings

Experience Matters

USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. 2016 Temkin Ratings Customer experience customer serviceThese 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). You can see all of the company data on the Temkin Ratings website. […].

Report: Temkin Loyalty Index, 2016

Experience Matters

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. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […]. Benchmarks Customer experience Temkin Group Research loyalty

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Report: ROI of Customer Experience, 2016

Experience Matters

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. consumers that describes both their experiences with and their loyalty to different companies. […].

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The Ultimate Customer Experience Infographic, 2016

Experience Matters

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. Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format Filed under: CCXP3 Organizational Adoption […].

Report: 2016 Temkin Experience Ratings of Tech Vendors

Experience Matters

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. Here is the executive summary […].

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USAA, Regions, and Amazon Top 2016 Temkin Web Experience Ratings

Experience Matters

consumers, the 2016 Temkin Web Experience Ratings examine 257 companies across 20 industries (see full list of companies (.pdf)). 2016 Temkin Ratings Benchmarks Customer experienceFor the third straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. pdf)). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 (download sample file (.xls)) xls)) […].

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2016 Automotive Dealership Loyalty Study

MaritzCX

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues.

Report: Tech Vendor NPS Benchmark, 2016 (B2B)

Experience Matters

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. Here’s the executive summary: For the […].

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Get Ready to Transform Customer Experiences at ICUC 2016

inContact

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. Customer Experience Events General ICUC Using the inContact Platform 5 To Do's Customers ICUC 2016 inContact User Conference Transform Customer Experiences User Conference

Data Snapshot: Channel Preferences Benchmark, 2016

Experience Matters

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. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. consumers about their channel preferences for performing 11 different […]. Benchmarks Customer experience Temkin Group Research

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2016 Temkin Effort Ratings (Publix, O’Reilly Auto Parts, True Value, and Save-a-Lot Are The Leaders)

Experience Matters

2016 Temkin Ratings Customer experienceFor the previous six years, we’ve measured effort as part of the Temkin Experience Ratings. This year, we examined 294 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). In this post, I’m showcasing the results from the effort component of those ratings. Congratulations to Publix, O’Reilly Auto Parts, True Value, Save-a-Lot, […].

2016 Temkin Group Research Reports

Experience Matters

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. All of this research led to reports covering best practices, trends, […]. Customer experience

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USAA and Publix Top 2016 Temkin Forgiveness Ratings

Experience Matters

We just published the 2016 Temkin Forgiveness Ratings, the sixth year of the ratings. 2016 Temkin Ratings Benchmarks Customer experience Temkin Group ResearchIt 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. Download dataset for $295 (see sample file) USAA ‘s banking business and Publix […].

USAA, Credit Unions and Publix Top 2016 Temkin Trust Ratings

Experience Matters

We just published the 2016 Temkin Trust Ratings, the sixth year of the ratings. 2016 Temkin Ratings Benchmarks Customer experience Temkin Group ResearchIt 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. Download dataset for $295 (see sample file) For the second straight year, USAA […].

2016 Temkin Group Research Reports

Experience Matters

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. All of this research led to reports covering best practices, trends, […]. Customer experience

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The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit

Vision Critical

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016.

2016 Automotive Dealership Loyalty Study

MaritzCX

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues.

Report: 2016 Temkin Experience Ratings of Tech Vendors

Experience Matters

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. Here is the executive summary […].

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Things to Consider About Customer Experience Going Into 2016

Michelli Experience

2016 Automotive Dealership Loyalty Study

MaritzCX

Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 had replaced their. View Article

Report: State of Voice of the Customer Programs, 2016

Experience Matters

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. Here’s the executive summary: For the sixth straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer […].

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Recap – MaritzCX Hackathon May 2016

MaritzCX

“For Fortune 500s, it’s more than just a sleepover, it’s a change initiative,” – Sabeen Ali, AngelHack Last Thursday and Friday, Utah employees of MaritzCX held their first hackathon of 2016. MaritzCX and its software predecessor Allegiance have held hackathons at least once a year for the last few years. Starting this year, MaritzCX is planning. View Article. General

Recap – MaritzCX Hackathon May 2016

MaritzCX

“For Fortune 500s, it’s more than just a sleepover, it’s a change initiative,” – Sabeen Ali, AngelHack Last Thursday and Friday, Utah employees of MaritzCX held their first hackathon of 2016. MaritzCX and its software predecessor Allegiance have held hackathons at least once a year for the last few years. Starting this year, MaritzCX is planning. View Article

Report: The State of CX Metrics, 2016

Experience Matters

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. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

Data Snapshot: Social Media Benchmark, 2016

Experience Matters

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. consumers about how frequently they use social media on their […]. Customer experience Mobile Temkin Group Research Trends

Temkin Group’s (Exciting) Plans For CX Day 2016

Experience Matters

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. As you’ll see below, we’re continuing that theme in our CX Day plans: Thought leadership video: Bruce will interview renowned author and thought […].

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Customer Support Predictions for 2016

Kayako

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ll be covering these areas throughout 2016 so be sure to subscribe to our blog newsletter to stay at the top of your support game this year.

Data Snapshot: Media Use Benchmark, 2016

Experience Matters

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). consumers about their media usage patterns and compared the results to similar data we […]. Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer

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CXFusion 2016 Recap: In Your Own Words

MaritzCX

Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results.

Winners: 2016 CX Vendor Excellence Awards

Experience Matters

Temkin Group announces the winners the 2016 Customer Experience Vendor Excellence Awards: MaritzCX, Medallia, Potentiate, Rant & Rave, and Walker Information. Congratulations! Here are descriptions of the winners from their applications (unedited): MaritzCX: MaritzCX provides software and services that help organizations see, sense and act on the experiences and desires of every customer to increase retention, conversion and lifetime value. With […]. Customer experience

Report: Lessons in CX Excellence, 2016

Experience Matters

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. This report has rich insights about both B2B and B2C customer experience. Here’s the executive […].

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ICUC 2016 Checklist to Help Transform Your Experience

inContact

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 Events General ICUC Using the inContact Platform Checklist Customers ICUC 2016 inContact User Conference User Conference

Report: State of Employee Engagement Maturity, 2016

Experience Matters

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. As engaged employees are critical assets, it’s not surprising our data shows that customer […].

Report: Tech Vendors: Product and Relationship Satisfaction, 2016

Experience Matters

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.

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Report: The State of CX Metrics, 2016

Experience Matters

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. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

Report: Economics of Net Promoter Score, 2016

Experience Matters

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? We asked thousands of consumers to give an NPS to 294 companies across 20 industries, […]. Business impact Customer experience ROI of Customer Experience Temkin Group Research

Report: Employee Engagement Benchmark Study, 2016

Experience Matters

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. employees. The research is based on an online survey on Q3 2015. Take a look at our Employee Engagement Resource Page). Here’s the executive summary: We used the Temkin Employee Engagement Index to […]. Assessments Benchmarks Customer experience Employee Engagement Temkin Group Research Trends

My 10 CX Wishes For You In 2016

Experience Matters

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. The bottom line : I hope that 2016 is a wonderful, memorable year for you! Okay, now that we’ve celebrated New Years, it’s time to get moving again.

2016 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. 2016 Temkin Ratings Customer experienceconsumers. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all […].

2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader

inContact

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.