Report: The State of CX Metrics, 2016
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.
2016 Customer Insights Metrics 
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11 Customer Experience Trends for 2016 (The Year of Emotion)
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. Effort Metric Expanding. Metrics to Action Realigning. Mobile, Mobile, Mobile… Continuing.
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CX Lessons Learned in 2016
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. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.
CX Lessons Learned in 2016
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. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.
Report: Net Promoter Score Benchmark Study, 2016
Experience Matters
OCTOBER 11, 2016
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 […].
Report: Tech Vendor NPS Benchmark, 2016 (B2B)
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.
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2017 Temkin Group CX Excellence Award Winners
Experience Matters
NOVEMBER 15, 2017
One of the team’s strategic objectives this year was to make sure that CX is considered in decisions made across the company, and to that end it developed empathy programs, widely shared customer insights both horizontally and vertically, and established Enterprise and business unit metrics that incentivize an outside-in Read More.
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Uncovering the “why” delivers higher research ROI for CX leaders
Alida
MARCH 21, 2018
Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . What they need is a full picture—the “why” of customer behavior. Research experience is customer experience.
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CX University Revamps its Course Content
CX University
NOVEMBER 21, 2023
CXU sets high expectations for its online course content to fully support online learning and mastery of Customer Experience. CX University CX University launched their first online courses in 2016, the CX Foundations Series, offering six online courses covering the core concepts of the Customer Experience discipline.
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CX University Launches Specialized CCXP Exam Prep Course
CX University
NOVEMBER 7, 2023
To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course.
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3 key takeaways from Forrester CXSF 2016 for CX professionals
OpinionLab
NOVEMBER 1, 2016
Some tips were shared on how to connect CX initiatives to measurable business value: Manage by metrics. In another conversation about monetizing CX, the advice was given to understand the value of your customer on a micro-level (versus a macro level) and be adaptable in your CX initiatives. Recognize benefits potential.
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3 key takeaways from Forrester CXSF 2016 for CX professionals
OpinionLab
NOVEMBER 1, 2016
Some tips were shared on how to connect CX initiatives to measurable business value: Manage by metrics. In another conversation about monetizing CX, the advice was given to understand the value of your customer on a micro-level (versus a macro level) and be adaptable in your CX initiatives. Recognize benefits potential.
Innovation 60
60 State of Voice of the Customer (Infographic)
Experience Matters
DECEMBER 27, 2016
Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. For additional info, check out our VoC resource page.
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286 State of Voice of the Customer (Infographic)
Experience Matters
DECEMBER 27, 2016
Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016.
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Accelerating the Customer Experience post-COVID
Lumoa
AUGUST 23, 2021
Casper, a pioneer in this method, created a text-bot for insomniacs in 2016. Importance of efficient analytics Customer insight platforms, like Lumoa , helps organizations in the process of collecting and analyzing customer feedback to discover valuable insights.
Report: Lessons in CX Excellence, 2017
Experience Matters
JANUARY 9, 2017
The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017.
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Report: Lessons in CX Excellence, 2017
Experience Matters
JANUARY 9, 2017
The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017.
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Customer Experience – Fact or Fiction?
ijgolding
JANUARY 15, 2016
The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding. Metrics, Measurement and ROI. Organisational Adoption and Accountability.
Why Only 15% of Voice of Customer Programs are “Very Successful”
ClearAction
FEBRUARY 27, 2017
Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. Instead, focus on action plan progress metrics. What’s broken? You get what you ask for.
3 Steps To Better Customer Research
Kerry Bodine
OCTOBER 13, 2016
In particular, you’re looking for behaviors that drive the business results you most care about, like increased revenue, customer loyalty, or support center costs. For example, your site metrics might point to spot where a large percentage of customers drop off before they purchase.
3 Steps To Better Customer Research
Kerry Bodine
OCTOBER 13, 2016
In particular, you’re looking for behaviors that drive the business results you most care about, like increased revenue, customer loyalty, or support center costs. For example, your site metrics might point to spot where a large percentage of customers drop off before they purchase.
How to Use Net Promoter Score (NPS) to Drive Growth
GetFeedback
FEBRUARY 15, 2019
After customers respond, you can calculate your NPS score: the quantifiable measure of how your customers feel about you. This score can then be used as a baseline for customer sentiment. Putting a metric to customer happiness helps you focus your efforts on moving the needle. Audiences appreciate personalization.
How Well Do You Know the Six Customer Experience Performance Domains?
CX Journey
MAY 3, 2016
This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes.
Why Only 15% of Voice of Customer Programs are “Very Successful”
ClearAction
FEBRUARY 27, 2017
Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. Instead, focus on action plan progress metrics. What’s broken? You get what you ask for.
Is the Chief Customer Officer a Worthwhile Addition to the C-Suite?
Retently
OCTOBER 19, 2018
But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. trillion per year when their customers leave – and that’s only in the US. Uses Valuable Client Data to Build a Master View of the Customer Profile.
Is 2015 the Year of #CX?
CX Journey
FEBRUARY 5, 2015
. #1 Customer Experience will become the major differentiator In the news: According to Deloitte , 82% of brands perceive customer experience as a competitive differentiator. By 2016, 89% of companies surveyed by Gartner plan to compete primarily on the basis of customer experience. And this number is only rising.
Customer retention analytics: 5 strategies to reduce churn with data
Thematic
DECEMBER 5, 2018
Customer retention refers to the actions and strategies a business uses to try and keep existing customers. To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. Why is customer retention important?
5 Reasons Why Social Media Is Critical for Great Customer Service
Win the Customer
NOVEMBER 14, 2016
Think about it: why would a customer wait for weeks for an email response when they can tweet a brand and get an answer immediately? In the UK, more and more consumers are refusing to accept poor quality customer service. In a Socialbakers report , Virgin Media responded to 97% of customer queries posted on Facebook! Conclusion.
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Are small businesses missing out on Customer Experience as a way to grow?
CX University
FEBRUARY 6, 2018
Companies with fewer than 500 employees: Employ 48% of the total workforce (US Census Bureau, 2016). This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our communities. Produce 44.5% of GDP (US Census, 2010). But I am concerned.
5 Radical Changes to VoC of the Future for ROI Maturity
ClearAction
MAY 18, 2017
Think bigger about compelling every functional area and every company ritual to get in-sync with VoC insights. Think bigger about VoC insight patterns. Design CX metrics as a value chain. Go beyond real-time data and actioning to preventing recurrence of chronic issues for your whole customer base.
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10 Ways to Build Customer Centric Organization
ProProfs Chat
DECEMBER 23, 2019
Are you just hearing or actively listening to what your customers are saying? Customer experience metrics have penetrated most organizations. So, the chances of your business relying on these insights are quite probable. Grumpy Carer (@GrumpyCarer) November 14, 2016. The outcome of this exercise is vital.
Top 50 Customer Service Leaders – Best Customer Experience Influencers
Storyminers
JULY 6, 2020
His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Aimee Lucas.
Customer Experience Leadership in Government, With Stephanie Thum [CB16]
Customer Bliss
AUGUST 9, 2016
Stephanie in particular has another interesting path for how she got into customer experience work – parlaying her background in journalism to use it to create compelling stories and actions for change. In 1983, they didn’t even call it “customer experience.” In our time together, she outlines her process.
Top 50 Customer Service Leaders – Best Customer Experience Influencers
Storyminers
JULY 6, 2020
His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Aimee Lucas.
Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
SurveySensum
JULY 14, 2020
He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. She is a Speaker, Author, and Customer Success Influencer. LinkedIn : [link].
Why invest in the Net Promoter Score?
Thematic
SEPTEMBER 6, 2018
Net Promoter Score – the customer loyalty metric. NPS gives you a gauge as to how your customers feel about your company, but more importantly, it measures customer loyalty. It’s simple, (some might say too simplistic ) but at the same time, it can still be a very relevant metric for all levels of an organization.
How to nail a successful website redesign in six steps
OpinionLab
OCTOBER 24, 2017
The rise of digital continues at a staggering rate, with total digital media usage up 40% between December 2013 and December 2016, according to comScore. The first action you should take before making any changes is to create a collection of baseline metrics assessing the overall success of your site at any given time.
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2015 Temkin Group CX Vendor Excellence Award Winners
Experience Matters
APRIL 7, 2015
Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint. Temkin Group is not responsible for the accuracy of this content. Qualtrics.
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How Volkswagen Group Australia is taking action on what matters with Qualtrics Experience Management
Qualtrics
NOVEMBER 18, 2020
Volkswagen Australia is obsessed about making life easier for customers, so it is no surprise customer insights are at the heart of every action Volkswagen takes. By using customer insights to move the business forward, Volkswagen is achieving incredible results - made even more impressive when set in the context of 2020.
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CX Lessons from 2016: 31 Customer Experience Pros Share Their Plans for 2017
Bold360
NOVEMBER 21, 2016
In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. In short, M.N.U.
20 Top Customer Focused Takeaways from CRM Evolution
Tricia Morris
AUGUST 21, 2015
According to a recent Forrester survey, the biggest challenges cited by brands today in customer relationship management are: (1) creating a single view of customer data and information, (2) managing data quality, and (3) creating customer insights to drive decision making. Michael Fauscette. ” 15. See you there!
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3 Customer Survey Lessons from this Year’s Presidential Polling Fail
Clarabridge
JANUARY 26, 2017
And forums often contain customer to customer interactions that suggest opportunities for self-service problem resolution. Make sure to combine survey feedback with organic customer data collected from social media, emails, phone calls and beyond. They were vocal, passionate and showed unparalleled energy.
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3 Customer Survey Lessons from this Year’s Presidential Polling Fail
Clarabridge
JANUARY 26, 2017
And forums often contain customer to customer interactions that suggest opportunities for self-service problem resolution. Make sure to combine survey feedback with organic customer data collected from social media, emails, phone calls and beyond. They were vocal, passionate and showed unparalleled energy.
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