2016 Related Topics 
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. 2016 Temkin Ratings Benchmarks Customer Connectedness Customer experience Temkin Group Research
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. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […]. Benchmarks Customer experience Temkin Group Research loyalty
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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. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […]. Benchmarks Customer experience Temkin Group Research loyalty
Experience Matters
JUNE 14, 2016
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. […].
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. consumers that describes both their experiences with and their loyalty to different companies. […].
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. consumers. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].
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. Here’s the executive summary: For the […].
Experience Matters
JULY 12, 2016
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)) […].
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. 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
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. Customer Experience Events General ICUC Using the inContact Platform 5 To Do's Customers ICUC 2016 inContact User Conference Transform Customer Experiences User Conference
Experience Investigators by 360Connext
MARCH 16, 2016
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? year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint.
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. All of this research led to reports covering best practices, trends, […]. Customer experience
Experience Matters
SEPTEMBER 6, 2016
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, […].
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. All of this research led to reports covering best practices, trends, […]. Customer experience
Experience Matters
MAY 3, 2016
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 […].
Experience Matters
APRIL 12, 2016
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 […].
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. Here is the executive summary […].
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. Here’s the executive summary: For the sixth straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer […].
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. 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 […].
InMoment XI
MAY 27, 2016
“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
InMoment XI
MAY 27, 2016
“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
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. consumers about how frequently they use social media on their […]. Customer experience Mobile Temkin Group Research Trends
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. 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 […].
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). 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
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. This report has rich insights about both B2B and B2C customer experience. Here’s the executive […].
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! 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
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 Events General ICUC Using the inContact Platform Checklist Customers ICUC 2016 inContact User Conference User Conference
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. As engaged employees are critical assets, it’s not surprising our data shows that customer […].
Alida
SEPTEMBER 22, 2016
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. The 2016 Visionary Award winners Wolverine Worldwide , Alliant Energy , ESPN and Elizabeth Arden have all fully embraced this approach. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.
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. 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.
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. 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 […].
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. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since. View Article
InMoment XI
MAY 2, 2016
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
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. 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
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. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since. View Article. Automotive
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? 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
Kayako
JANUARY 7, 2016
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. Kayako’s customer support predictions for 2016: Varun Shoor , Founder/CEO. I think 2016 will be the year when customer service finally moves beyond the “desks”. What are the consequences for 2016?
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. Here’s a description of the data snapshot: In December 2015, Temkin Group surveyed 160 respondents, each from a company with $500 million or more […]. Customer experience Temkin Group Research
Experience Matters
MARCH 30, 2016
We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2016. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last […]. Benchmarks Business impact Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer
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