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.

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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.

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Net Promoter Score Study Report NPS 120

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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NPS Net Promoter Score Report B2B 120

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.

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Report Groups Survey Customer Experience 120

Alida

SEPTEMBER 30, 2016

Online communities have measurable, proven ROI. Sixty-one percent of research companies now use online communities , according to the Q1-Q2 2016 Greenbook Industry Trends (GRIT) report. To get more ROI out of your online communities, you must understand the benefits of each type of online community and how they complement one another.

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ROI e-support Sports Study 100

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. CX Network recently published The Global State of Customer Experience 2016. I'm not surprised by these findings.

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Omni-Channel ROI Culture Trends 80

Experience Matters

OCTOBER 5, 2016

Once 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.

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Infographics Customer Experience Groups Customers 328

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

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ROI Study Financial Loyalty 54

Second to None

FEBRUARY 28, 2019

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

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ROI Effort Score Study Financial 48

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Claim the full promise of customer experience ROI by balancing customer acquisition and retention. Acquisition Addiction’s Impact on Customer Experience ROI.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

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. billion PC users.) What does this mean for your company?

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Omni-Channel Trends Self Service Customer Service 0

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. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

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Innovation Marketing Social Media Healthcare 100

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. 4 Steps to Customer Experience ROI. Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints. Customer Experience ROI Opportunities in B2B Touchpoints.

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Touchpoint ROI B2B Customer Experience 59

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Nothing wrong with that! Always good to revisit this topic because it is such a hot one for customer experience professionals. Always the same (great) story, regardless.

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Customer Experience ROI Comparison Airlines 142

OpinionLab

JUNE 24, 2016

Using specific customer stories brings awareness to issues and the accompanying data helps to size those issues and quantify the ROI. The post The three key learnings from CXFS 2016 appeared first on OpinionLab. 3) Listen, listen, listen.

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Competitive Advantage Financial Conference eBook 79

Influitive

JANUARY 27, 2017

To start 2017 off strong, we’re reviewing some of Influitive’s biggest B2B marketing campaigns from 2016 to see what went well and what we could improve on. (If January is the perfect time to review the past year’s ups and downs—both personally and professionally—to see how you can do better. If you’re curious about previous years,

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B2B Marketing Examples Groups 91

Natalie Petouhof

JANUARY 29, 2016

In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. Now many years later, I am hearing the same question so I revisited the topic in some new research, ROI of Online Cloud Communities. And note, ROI of online communities is NOT limited to customer service.

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ROI B2C Case Study B2B 40

CSM Magazine

MAY 23, 2016

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Demonstrating ROI, finding budget, and gaining board level buy-in are the top 3 challenges bringing these investments to fruition.

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Customer Experience ROI Trends CRM 56

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation.

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ROI Self Service Customer Experience Airlines 50

Talkdesk

MAY 19, 2016

Opentalk 2016 was a great success! The ROI of Investing in Your Customers. “Be The ROI of Investing in Your Customers. Check out our Full Coverage of Opentalk 2016 post for all of our Opentalk content updates. The post The 11 Most Memorable Quotes from Opentalk 2016 appeared first on Talkdesk. Well, it’s official.

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Customer Centricity ROI NPS Meeting 40

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

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Trends Customer Service Contact Center Analysis 48

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. Tweaks to VoC business-as-usual (the list in the opening paragraph above) are not likely to be enough to transform your VoC into a CX Transformer (truly transforming CX, ROI, and business growth). 4) Drive ROI through value-chain thinking.

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ROI Feedback Survey Financial 54

CX University

NOVEMBER 21, 2023

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. CXU sets high expectations for its online course content to fully support online learning and mastery of Customer Experience.

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Course Roadmap Conference ROI 52

CX University

NOVEMBER 7, 2023

CX University CX University first launched their CX Foundations Series in 2016, offering six online courses covering the core concepts of the Customer Experience discipline.

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Course Roadmap Customer Experience Professionals ROI 52

ShepHyken

DECEMBER 12, 2016

Social media ROI, loyalty and the customer experience by Chris Teso. My Comment: Many people/companies still question the ROI of a social media strategy. The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

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Omni-Channel Social Media Customer Service Contact Center 48

CloudCherry

MARCH 15, 2018

In 2016, Canada’s two telecom giants, Bell Canada and Telus, spent more money to stop subscribers from leaving them compared to the previous year. Bell Canada and Telus reported increased wireless retention spending for both the full year and fourth quarter of 2016, according to their annual report.

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Wireless Customer Retention Call Center Advertising 210

Talkdesk

MAY 5, 2016

Here are five reasons why you should come to Opentalk 2016 : 1. We’ll also have sales leaders like Emmanuelle Skala from Influitive, who knows there’s a greater ROI in focusing on customer retention than customer acquisition. The post 5 Reasons You Should Come to Opentalk 2016 appeared first on Talkdesk.

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Conference Customer Centricity ROI Customer Retention 40

Experience Matters

DECEMBER 27, 2016

Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. Voice of the Customer (VoC) programs are a central part of most customer experience efforts. For additional info, check out our VoC resource page.

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Infographics Resources Report Customers 286

Experience Matters

DECEMBER 27, 2016

Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. Voice of the Customer (VoC) programs are a central part of most customer experience efforts.

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Infographics Report Customers Customer Experience 286

NICE inContact

AUGUST 25, 2016

Contact centers must swiftly on-board new capabilities and channels – a daunting task that makes rapid ROI prohibitive with the traditional contact center technology approach. Stop by SpiceCSM’s booth at the 2016 inContact User Conference on October 11-13 in Orlando, Florida. Register today !

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Customer Engagement Connections Engagement Contact Center 121

Natalie Petouhof

MARCH 10, 2016

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! On April 8, 2016, we’re celebrating all of their outstanding achievements and more. These incredible women have storied careers, take risks, and push the industry and their companies forward with their edgy marketing strategies.

Marketing 40

Marketing Leadership Video Course 40

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. The post 5 Top Customer Service Articles For the Week of November 14, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.

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Omni-Channel Customer Service Trends Contact Center 48

Storyminers

JULY 10, 2017

If companies tried to determine the ROI for each associate, they could not only ascertain their true worth, but could better compensate and retain excellent associates, and therefore have much higher revenues and profits. This ROI would also document that the investment in customer experience is worth it.

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Customer Experience Retail ROI Loyalty 145

Alida

DECEMBER 22, 2016

presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. How smart brands measure customer intelligence ROI. Virtually all industries saw some form of consolidation in 2016. RELATED RESOURCES. RELATED RESOURCES.

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Trends Social Media Advertising e-support 0

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Look inside at CLV to determine ROI.

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Leadership ROI CEM How To 70

Alida

OCTOBER 13, 2016

At the 2016 Customer Intelligence Summit , two innovative brands shared how they’re taking advantage of this trend. Find ways to boost your partners’ ROI. To convince other companies to pay for customer intelligence you’ve gathered, you need to demonstrate tangible ROI. Vision Critical (@visioncritical) September 20, 2016.

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Marketing Company Feedback Advertising 100

Alida

JANUARY 19, 2017

Sales in athletic apparel rose 12 percent in 2016 , according to the market research firm NPD, as more consumers wear their workout clothes outside the gym. As a result, the average selling price of activewear apparel dropped by nine percent in the first quarter of 2016. Photo: Bloomberg.

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Retail Apparel ROI Loyalty Programs 100