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 Groups Study 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 Study Consumers Customers 120

Customer Bliss

DECEMBER 27, 2016

One of the biggest things I did online in 2016 was create a customer experience podcast. I usually call this “one-company leadership.” It often is, at many companies of all sizes. The process becomes sacrosanct and it cannot be replaced, even if it makes absolutely no sense for how the company does business now.

Leadership 0

Leadership Customer Retention Company Strategy 0

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 Report NPS 120

Experience Matters

MAY 3, 2016

We just published the 2016 Temkin Forgiveness Ratings, the sixth year of the ratings. You can see all of the company data on the Temkin Ratings website. 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).

Banking 120

Banking Consumers Feedback Industry 120

Experience Matters

MAY 23, 2016

We recently 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. Out of 17 utility companies we looked at, Florida Power & Light and SoCalGas tied for the top spot. Each earned a rating of 67%, which put them […].

Company 174

Company Customer Experience Consumers Survey 174

Experience Matters

JULY 12, 2016

consumers, the 2016 Temkin Web Experience Ratings examine 257 companies across 20 industries (see full list of companies (.pdf)). You can see all of the company data on the Temkin Ratings website. 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.

Study 120

Study Consumers Industry Data 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 Groups Survey Customer Experience 120

Experience Matters

APRIL 12, 2016

We just published the 2016 Temkin Trust Ratings, the sixth year of the ratings. You can see all of the company data on the Temkin Ratings website. 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).

Consumers 120

Consumers Feedback Industry Data 120

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 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 Groups 120

QuestionPro Audience

FEBRUARY 15, 2018

Baby boomers control 70% of disposable income, and smart companies are adapting technology to appeal to them. CAREGIVING The caregiving market is expected to reach $72 billion by 2020, according to a report from AARP , with a total spend on caregiving from 2016 through 2020 expected to reach $279 billion.

Company 186

Company Travel Comparison Social Media 186

Storyminers

JANUARY 26, 2016

At the end of last year, I was invited to share my customer experience predictions for 2016 with MarketForce, a sponsor-funded European Union event production company. The only guideline was to focus on what could/should happen in 2016. With the retail industry fresh on my mind as I prepared for the NRF Big Show, I […].

Retail 100

Retail Analytics Guidelines Customers 100

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

BirdEye

AUGUST 14, 2020

5000 list of fastest-growing private companies in the United States. 5000 is ranked according to percentage revenue growth from 2016-2019. 1,042, thanks to more than 440% revenue growth from 2016 to 2019. 5000 list of fastest-growing private companies appeared first on BirdEye Customer Experience Management.

Company 98

Company Touchpoint Software Connections 98

CX Journey

MARCH 27, 2019

Do they even know their company's core values? It's even more fitting when you see the statistics about how many employees don't know their company's core values. Research from late 2016 shows that only 53% of employees know their employer's core values. Image courtesy of Pixabay Do employees believe in the core values?

Company 148

Company Culture Communication Metrics 148

C3Centricity

FEBRUARY 27, 2024

Today, many companies are turning to a more nuanced strategy: atomic change. A Gartner survey found that employees’ willingness to support enterprise change fell from 74% in 2016 to just 43% in 2022. The traditional approach to turbulent times has always been a monumental, top-down transformation.

Employee Engagement 226

Employee Engagement e-support Policies Retail 226

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.

Report 120

Report Customer Connectedness B2B Groups 120

BlueOcean

JULY 5, 2016

With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? 60% of customers expect companies to respond within the hour. Despite this large-scale adoption, companies are lagging behind. The evidence is overwhelming.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Are companies really not making progress? And was the previous one you had with that company equally as awesome? You tell me.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

Magellan Solutions

MAY 3, 2022

Companies that outsource call centers have one thing in common: they know the significance of building and maintaining good customer relationships. While it is an important element, call centers are usually not included in the core functions and expertise of most companies. List of Companies that Outsource Call Centers.

Call Center 81

Call Center Company Telecommunications Banking 81

CSM Magazine

MARCH 14, 2022

Customer-centricity is essential for companies since it drives a customer further down the sales funnel. According to research done by Forbes, companies who have customer-centricity in their marketing strategies profit 60% more than those who don’t. 6 examples include successful customer-centric companies.

Customer Centricity 98

Customer Centricity Examples Company Loyalty Programs 98

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. Customer Experience needs to be part of a larger “agile” initiative to help the company prepare for continuous change.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. Customer Experience needs to be part of a larger “agile” initiative to help the company prepare for continuous change.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

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. Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Eliza (@eliza_jacobs) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

BirdEye

NOVEMBER 20, 2020

We’re happy to announce that Birdeye has ranked on Deloitte’s Technology Fast 500 , a ranking of the 500 fastest-growing companies in North America from 2016-2019. We’re honored to be recognized by Deloitte as one of the fastest-growing companies in North America,” said Naveen Gupta, co-founder and CEO of Birdeye.

Company 96

Company Touchpoint Customer Experience Management Software 96

Experience Matters

MARCH 30, 2016

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2016.

Report 120

Report Groups Analysis Consumers 120

InMoment XI

MAY 4, 2022

Those costs, particularly when layoffs are involved, can include low morale among stressed employees, and widespread distrust of the company by employees, according to the American Psychological Association’s 2014 Work and Well-Being Survey. Think about the knowledge and experience the company held onto by keeping those employees.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Blake Morgan

MARCH 13, 2023

Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. But it’s also challenging to find that balance between leading a company and fulfilling other passions. Guild partners with companies to create benefits programs that enable employees to get college degrees for free.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Contact Center 100

Contact Center Report Banking eBook 100

ijgolding

JUNE 14, 2016

I have always been fascinated to know if people that work in organisations across the globe really do think it is true – i.e. that their companies do actually take customer centricity seriously. The post Customer Experience Commitment – 2016 Customer Centricity Research Findings appeared first on IJ Golding.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Alida

MARCH 23, 2017

Telecommunication companies are under immense pressure to provide better, faster services. For consumers, there seems to be very little differentiation from one telecom company to the next. This gives the company a limited and temporary view into the customer’s overall satisfaction. In other words, don’t stop at the NPS survey.

NPS 133

NPS Net Promoter Score Loyalty Company 133

Help.com

MARCH 14, 2016

71% of customers are ready and willing to part ways with your company. Companies like Helpscout and Netflix, both notorious for great customer service, empower their team members to make the best decisions for the customer. A photo posted by Everlane (@everlane) on Jan 29, 2016 at 1:31pm PST. “By Why aren’t they happy?

Customer Engagement 114

Customer Engagement Engagement Tips Social Media 114

Kayako

JANUARY 14, 2016

The Customer Support State of the Profession Report 2016 surveyed 116 individuals, with respondents ranging from support agents to VPs of support and CEOs. I’ll be running a webinar about this along with Sarah Chambers (Kayako’s Director of Support) where we’ll be discussing what 2016 holds for the support profession.

Survey 96

Survey Report Industry Customers 96

TrustFuel

JULY 1, 2017

Based on our financial statement for 2016, our company has scored tremendous growth because the clients have recognized our quality and decided to utilize our software in their businesses. Firstly, we focus on customer support because that’s the most crucial part of one company.

Report 63

Report Industry Customer Success Software 63

Magellan Solutions

MAY 3, 2016

IBPAP delegation to CeBIT Australia 2016. Magellan Solutions was part of the IBPAP (Information Technology and Business Process Association of the Philippines) delegation to CeBIT Australia 2016 in May 2-4 2016 at Sydney Olympic Park. Sitel Philippines Corporation, Startek, Spi Global, TaskUs Inc., Contact us today.

Contact Center 63

Contact Center Ecommerce Healthcare Financial 63

Experience Matters

JUNE 6, 2016

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. 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.

Industry 60

Industry Survey Consumers Customer Experience 60