5 Most Popular Customer Experience Blog Posts of 2017

Customer Bliss

What will CX Look Like in 2017? Chatbots, geofencing, improved goal alignment, and omnichannel CX were hot topics for 2017, and I must say, it looks like these will continue to be a growing interest in 2018—especially chatbots.

2017 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. 2017 Temkin Ratings Customer experience Industry Dataconsumers. 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 […].

Report: 2017 Temkin Experience Ratings (U.S.)

Experience Matters

We published the 2017 Temkin Experience Ratings, the seventh annual release of this comprehensive customer experience benchmark. Here’s the executive summary: 2017 is the seventh straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. 2017 Temkin Ratings Benchmarks Bruce Temkin Research CCXP3 Organizational Adoption and Accountability Customer Connectedness Customer experience Temkin Group Research

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2017 Temkin Effort Ratings, U.S. & UK

Experience Matters

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. In January 2017, we surveyed 10,000 Read More. 2017 Temkin Ratings 2017 UK Temkin Ratings Customer experienceand UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

2017 Temkin Emotion Ratings, U.S. & UK

Experience Matters

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. In January 2017, we surveyed 10,000 U.S. You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK. 2017 Temkin Ratings 2017 UK Temkin Ratings Customer experience Emotionand UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

2017 Temkin Trust Ratings (U.S.): H-E-B and Mercedes-Benz On Top

Experience Matters

Temkin Group announces the release of the 2017 Temkin Trust Ratings. 2017 Temkin Ratings Customer experienceBased on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. H-E-B and Mercedes-Benz tied for the tops spots, followed closely by USAA (for banking and insurance), and Navy Federal Credit […].

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 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 five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

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2017 MaritzCX Auto Summit

MaritzCX

This year’s MaritzCX Auto Summit participants went full throttle at the Las Vegas Motor Speedway. CX leaders from the industry’s top automotive manufacturers went lightning fast down the straight-away’s and tightly hugged corners in some of the fastest, most exciting cars in the world.

The Ultimate CX Infographic, 2017

Experience Matters

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. Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

2017: The Year Of The Journey

Kerry Bodine

If so many people are already on board with journey mapping, why will 2017 will be the year of the journey? But I believe that journey management roles will become a mainstay of customer experience teams in 2017.

Here Comes CXFusion 2017

MaritzCX

In the hustle and bustle of our lives, there usually isn’t enough time to keep up with the nuances of our industry. Events such as CXFusion can fix this. What better way to get up to speed and further your career than by attending a conference where not only top influencers attend, but also where.

Here Comes CXFusion 2017

MaritzCX

In the hustle and bustle of our lives, there usually isn’t enough time to keep up with the nuances of our industry. Events such as CXFusion can fix this. What better way to get up to speed and further your career than by attending a conference where not only top influencers attend, but also where.

2017 Temkin Online Ratings (U.S.): USAA, Advantage Rent-A-Car, and Amazon.com On Top

Experience Matters

Temkin Group published the 2017 Temkin Online Ratings. 2017 Temkin Ratings Customer experience Industry DataBased on a study of 10,000 U.S consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th. Advantage Rent-A-Car took third place and Amazon.com tied for 4th.

2017 Temkin Forgiveness Ratings, UK: Sony, Aldi, & Nationwide On Top

Experience Matters

This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]. 2017 UK Temkin Ratings Benchmarks Bruce Temkin Research Customer experience Industry Data Temkin Group ResearchEvery organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S.

Evolving Customer Service to the Next Level in 2017

BlueOcean

In 2017, we believe that the next big leap forward in customer service is not going to come from “how” we handle customer service – it will come from redefining “who” handles customer service. If you’re ready to evolve your customer service solution in 2017, let’s talk.

Top 10 business stories of 2017

Vision Critical

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Edelman’s 2017 Trust Barometer suggests that the world today is suffering from an implosion of trust. What stories caught your eye in 2017?

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2017 Temkin Group CX Excellence Award Winners

Experience Matters

The post 2017 Temkin Group CX Excellence Award Winners appeared first on Customer Experience Matters®. I’m thrilled to announce (and congratulate) the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards: AARP – formally established its AARP Experience (AARPx) team in 2016 with the mission to work across the enterprise to create a seamless, personalized experience for members that is supported by a customer-centric culture.

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Report: 2017 Temkin Experience Ratings of Tech Vendors

Experience Matters

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. Here is the executive summary of the report: The 2017 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 58 large technology vendors.

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2017 Customer Experience Trends (Video and Infographic)

Experience Matters

We recently published our annual listing of CX trends. In case that wasn’t enough to satiate your needs, here’s a recorded webinar and an infographic describing the trends… Click on figure above to download infographic as a.png file, or click here to download it as a .pdf.Filed pdf.Filed under: Customer experience, Purpose, Trends. Customer experience Purpose Trends

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2017 Temkin Customer Service Ratings: USAA and Mercedes-Benz Are On Top

Experience Matters

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. 2017 Temkin Ratings customer serviceBased on a study of 10,000 U.S consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row. Its banking business earned the only […].

2017 Customer Experience Trends (Video and Infographic)

Experience Matters

We recently published our annual listing of CX trends. In case that wasn’t enough to satiate your needs, here’s a recorded webinar and an infographic describing the trends… Click on figure above to download infographic as a.png file, or click here to download it as a .pdf.Filed pdf.Filed under: Customer experience, Purpose, Trends. Customer experience Purpose Trends

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Welcome to 2017. What are your goals?

Customer Bliss

Today is the first day of office work in 2017 for many people. It’s a long way from now until the end of 2017, and so much potential is in front of you. So what are your goals in 2017? While I know some of you worked on 1/2, it was technically a federal holiday.)

2017 Temkin Forgiveness Ratings: Advantage Rent-A-Car and ACE Rent A Car on Top

Experience Matters

We just published the 2017 Temkin Forgiveness Ratings. 2017 Temkin Ratings Benchmarks Bruce Temkin Research Customer experience Industry Data Temkin Group ResearchIt uses feedback from 10,000 U.S. consumers to rate how likely consumers are to forgive 329 organizations across 20 industries (see full list of companies (.pdf)) pdf)) after they make a mistake. You can see all of the company data on the Temkin Ratings website.

2017 Temkin Trust Ratings, UK: Nationwide, John Lewis, and M&S Food on Top

Experience Matters

This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list […]. 2017 UK Temkin Ratings Audi Bank of Scotland BMW John Lewis M&S Food Nationwide Nissan Virgin AtlanticTrust is a critical component of a strong relationship with customers. That’s why Temkin Group has been measuring trust for several years in the U.S.

2017 Customer Experience Trends, “The Year of Purpose”

Experience Matters

With my previous post, we declared 2017 “The Year of Purpose.” It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” During this year, companies will be: Elevating Purpose. Over the past year, we’ve seen more articles discussing purpose, and leaders are beginning to […]. Customer experience Featured Purpose

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2017 Customer Experience Trends, “The Year of Purpose”

Experience Matters

With my previous post, we declared 2017 “The Year of Purpose.” It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” During this year, companies will be: Elevating Purpose. Over the past year, we’ve seen more articles discussing purpose, and leaders are beginning to […]. Customer experience Featured Purpose

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Celebrate Customer Service Week 2017 with This Easy Plan

Who's Your Gladys?

The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys? We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills.

Welcome to 2017, The Year of Purpose

Experience Matters

And now, in 2017, we are focusing on … Purpose. Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. Why “purpose,” you might ask? At Temkin Group, […]. Customer experience Purpose

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ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!

inContact

We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! The post ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!

Report: Temkin Loyalty Index, 2017

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2017. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®. This is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries.

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Welcome to 2017, The Year of Purpose

Experience Matters

And now, in 2017, we are focusing on … Purpose. Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. Why “purpose,” you might ask? At Temkin Group, […]. Customer experience Purpose

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Magellan Solutions’ Exec Attends CeBIT, SODEC 2017

Magellan Solutions

Held at the International Convention Centre in Sydney, Australia, CEO Chua participated in CeBIT 2017—the largest business technology event in Australia—along with other Philippine delegates. The post Magellan Solutions’ Exec Attends CeBIT, SODEC 2017 appeared first on Magellan Solutions.

Dataset: 2017 Temkin Loyalty Index, UK

Experience Matters

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The post Dataset: 2017 Temkin Loyalty Index, UK appeared first on Customer Experience Matters®. The analysis examined four areas of loyalty: Likelihood to repurchase, likelihood to recommend, likelihood to forgive, and likelihood to trust.

Report: The State of CX Metrics, 2017

Experience Matters

We published a Temkin Group report, The State of CX Metrics, 2017. The post Report: The State of CX Metrics, 2017 appeared first on Customer Experience Matters®. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011.

Dataset: UK Net Promoter Score Benchmark, 2017

Experience Matters

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days.

Here’s Why 2017 Might NOT Be The Best For Service

Steve DiGioia

The post Here’s Why 2017 Might NOT Be The Best For Service appeared first on Steve DiGioia and was written by Steve DiGioia. …a tongue-and-cheek look at what customer service might be This original article was written by Steve DiGioia.

Data Snapshot: Media Use Benchmark, 2017

Experience Matters

We just published a Temkin Group data snapshot, Media Use Benchmark, 2017. Here’s the data snapshot description: In January 2017, we surveyed 10,000 U.S. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot). consumers about their media usage patterns and compared the results to similar data we […].

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How Contact Center Customer Experience Will Evolve in 2017

inContact

And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience?

Report: The State of CX Management, 2017

Experience Matters

We just published a Temkin Group report, The State of CX Management, 2017. For the eighth straight year, Temkin Group has evaluated the state of Customer Experience (CX) management at large companies. It includes a lot of details about customer experience within large organizations and examines their effectiveness across Temkin Group’s Four CX Core Competencies: […]. 4 CX Core Competencies Assessments Bruce Temkin Research Customer experience Temkin Group Research

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2017 MaritzCX Auto Summit – Las Vegas

MaritzCX

This year’s MaritzCX Auto Summit participants went full throttle at the Las Vegas Motor Speedway. CX leaders from the industry’s top automotive manufacturers went lightning fast down the straight-away’s and tightly hugged corners in some of the fastest, most exciting cars in the world.

Report: 2017 Temkin Experience Ratings, UK

Experience Matters

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. To generate these scores, we asked 5,000 UK consumers to rate […].

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4 Technology Trends set to Improve Customer Experience in 2017

Jacada

There's no denying the fact that customer service is critical to any business. As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage.

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Report: Lessons in CX Excellence, 2017

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the […].

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