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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What do Trends from SXSW 2016 Mean for Customer Experience?

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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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. These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. 2016 Temkin Ratings Customer experience customer serviceconsumers (see.pdf with full list of companies). You can see all of the company data on the Temkin Ratings website. […].

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. Bruce Temkin Research Business impact CCXP6 Metrics, Measurement, and ROI Customer experience CX measurement Net Promoter ROI of Customer Experience Temkin Group Research analytics text analytics

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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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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.

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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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. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since.

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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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.

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.

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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Things to Consider About Customer Experience Going Into 2016

Michelli Experience

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, […].

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. consumers about their channel preferences for performing 11 different […].

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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. 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 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. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since.

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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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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ICUC 2016 Checklist to Help Transform Your Experience

NICE Systems

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™.

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.

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.

2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader

NICE Systems

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.

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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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 […].

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.

My Agent eXperience Selected as 2016 Customer Product of the Year

NICE Systems

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Customer Experience General Multi-channel Contact Center Agent Empowerment Awards CEU Customer Magazine inContact MAX My Agent eXperience

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

NICE Systems

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.

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.

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 Systems

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.