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: ROI of Customer Experience, 2016

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2016. 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. […]. This research shows that CX is highly correlated to loyalty across 20 industries.

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The Ultimate Customer Experience Infographic, 2016

Experience Matters

CCXP3 Organizational Adoption and Accountability CCXP4 Customer Experience Strategy CCXP6 Metrics, Measurement, and ROI Customer experience Emotion Infographic ROI of Customer ExperienceOnce 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.

What do Trends from SXSW 2016 Mean for Customer Experience?

Experience Investigators by 360Connext

The post What do Trends from SXSW 2016 Mean for Customer Experience? appeared first on Customer Experience Consulting. It was my 7th? year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint.

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Get Ready to Transform Customer Experiences at ICUC 2016

NICE inContact

Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. Check out our agenda to customize your ICUC experience. User Experience Lab. We continually look for feedback to improve our solutions to help you define and enhance the user experience. Who better to actually test-drive new features and improvements than our customers? Please note: Openings in the User Experience Lab are limited.

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. B2B CX Benchmarks Bruce Temkin Research Business impact CCXP6 Metrics, Measurement, and ROI Customer experience ROI of Customer Experience Tech Vendors 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. Benchmarks Customer experience Temkin Group Research loyaltyThis 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 […].

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

Experience Matters

For the third straight year, USAA took the top spot in the Temkin Web Experience Ratings. consumers, the 2016 Temkin Web Experience Ratings examine 257 companies across 20 industries (see full list of companies (.pdf)). 2016 Temkin Ratings Benchmarks Customer experienceBased 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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Things to Consider About Customer Experience Going Into 2016

Michelli Experience

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. Benchmarks Customer experience Temkin Group Research loyaltyThis 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 […].

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Report: Net Promoter Score Benchmark Study, 2016

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […]. 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.

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. B2B CX Benchmarks Bruce Temkin Research Business impact CCXP6 Metrics, Measurement, and ROI Customer experience ROI of Customer Experience Tech Vendors Temkin Group Research

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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.

Customer Experience Commitment – 2016 Customer Centricity Research Findings

ijgolding

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. ENABLE people to have a customer focused mindset.

ICUC 2016 Checklist to Help Transform Your Experience

NICE inContact

We are officially less than one week away from our biggest event this year, ICUC 2016 ! From training to keynotes to information about integrations with the inContact platform, we have over 60 sessions to help you improve your customer experience. The Customer Appreciation Night on Wednesday, October 12 th includes an enchanting adventure at The Wizarding World of Harry Potter™ – Hogsmeade™.

My Agent eXperience Selected as 2016 Customer Product of the Year

NICE inContact

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year.

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’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months.

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

Experience Matters

For the previous six years, we’ve measured effort as part of the Temkin Experience Ratings. 2016 Temkin Ratings Customer experienceThis 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, […].

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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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. Benchmarks Customer experience Temkin Group ResearchThe research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions.

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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. Customer experienceconsumers, 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, […].

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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.

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 […].

Customer experience, authenticity and other themes at the 2016 APAC Customer Intelligence Summit

Vision Critical

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region.

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. Customer experienceconsumers, 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, […].

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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. 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 […]. This is the sixth year of this study that examines the CX metrics efforts within large companies.

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

Experience Matters

Temkin Group has labelled 2016 The Year of the Emotion for customer experience. Customer experience Customer Experience Day Customer Experience Professionals Association CX Day CXPALast 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.

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Report: What Happens After a Good or Bad Experience, 2016

Experience Matters

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 […].

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2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader

NICE inContact

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe.

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. Customer experience Mobile Temkin Group Research TrendsThis 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 […].

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 […].

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. Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customerThis is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot).

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Why 2016 should NOT be ‘the year of the customer’

ijgolding

At the end of 2015, I wrote an article for my column on CustomerThink – the article was entitled ‘Customer Experience in 2015 – 5 Key Learnings’ – have a read if you would like to know what my key observations in 2015 were. Customer Experience is not a fad.

5 Ways to Create a Better Customer Experience for 2016

Experience Investigators by 360Connext

Your customers are already evaluating the experience you are delivering. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience now to compete in this changing marketplace?

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 […].

inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant

NICE inContact

amassed a large installed base of both large and small customers. Shift from reactive to proactive customer service. Integrate with 3rd party platforms to create a unified customer experience. Voice is Still Critical to Customer Service.

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. 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. Customer experience

Report: Lessons in CX Excellence, 2016

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2016. This report has rich insights about both B2B and B2C customer experience. 4 CX Core Competencies B2B CX Best Practices Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Purposeful Leadership Temkin Group Research Voice of the customer Activision Aetna Crowe Horwath LLP Dell EMC Corporation Texas NICUSA The Results Companies TouchPoint Support Services

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The Cloud in 2016: What’s Driving Adoption Now

NICE inContact

As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. The top reasons we see many companies adopting the cloud : Achieving both customer experience and business goals.

10 Most Popular Customer Experience Posts – 2016

Andrew Mcfarland

Revitalize how you think about and act on improving the customer experience at your business in 2017 by reviewing the 10 Most Popular Customer Experience posts of 2016. Best Practices Customer Experience Most Popular Top 10