Experience Matters

JUNE 7, 2017

Temkin Group announces the release of the 2017 Temkin Trust Ratings. consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. Based on a study of 10,000 U.S

Insurance 262

Insurance Banking Study Groups 262

Experience Matters

NOVEMBER 20, 2017

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. Then we combined those components to calculate the Temkin Loyalty Index for 157 companies across 16 industries.

Loyalty 161

Loyalty Analysis Study Consumers 161

Michelli Experience

DECEMBER 27, 2016

I am proud to say that Horst Shultze, the founder of the modern-day Ritz-Carlton Hotel Company, has been a mentor. As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”.

Customer Experience 223

Customer Experience Hotels Leadership Customers 223

Experience Matters

JULY 31, 2017

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S. companies) and 157 in the UK (see UK companies).

Metrics 120

Metrics Consumers Survey Feedback 120

Experience Matters

JANUARY 3, 2017

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

Groups 223

Groups Company Customer Experience Customers 223

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.

Groups 202

Groups Customer Centricity Culture Metrics 202

Experience Matters

JANUARY 3, 2017

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

Groups 214

Groups Company Customer Experience Customers 214

Experience Matters

OCTOBER 24, 2017

We published a Temkin Group report, Temkin Loyalty Index, 2017. consumers to 329 companies across 20 industries. 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. See sample spreadsheet (.xls))

Loyalty 133

Loyalty Report Groups Study 133

Centercode

JULY 5, 2023

Centercode is heading to Las Vegas, Nevada for the biggest tech event of the year: CES 2017! Hosted by the Consumer Technology Association, CES 2017 will be held from January 5-8. Celebrating its 50th anniversary, the show is again set to be abuzz with tech companies of every size and shape showcasing their latest products […]

Meeting 52

Meeting Consumers Technology Company 52

Storyminers

MAY 31, 2017

The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. You can get your own copy of this research/guidance here < The 2017 Customer Experience Excellence Analysis > The post One Of The Best CX Resources Of 2017 appeared first on Storyminers.

Resources 194

Resources Hotels Guidelines Customer Experience Design 194

Experience Matters

MAY 1, 2017

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.

Report 181

Report Management Groups Customer Experience 181

The DiJulius Group

AUGUST 17, 2021

This is a significant increase from 2017 when more than 35% of companies did not have a CXO on their team. The post 90% of Companies Have a CXO appeared first on The DiJulius Group. In 2020, almost 90% of organizations reported that they have a Chief Experience Officer (CXO), according to Gartner. Read Full Article.

Company 138

Company Loyalty Groups Report 138

Experience Matters

JULY 21, 2017

After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies?

Consumers 227

Consumers Company Connections Interaction 227

Experience Matters

JUNE 12, 2017

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 […]. Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them.

Groups 161

Groups Loyalty Industry Measurement 161

Customer Bliss

JANUARY 3, 2017

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.) You’ll arrive at your desk/office/cubicle/etc.

Leadership 183

Leadership Culture Strategy Software 183

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Experience Matters

AUGUST 14, 2017

Temkin Group published the 2017 Temkin Online Ratings. consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. Here’s a list of all of the companies. Based on a study of 10,000 U.S Advantage Rent-A-Car took third place and Amazon.com tied for 4th.

Insurance 189

Insurance Banking Online Experience Study 189

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. 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 to their organization.

Employee Engagement 133

Employee Engagement Report Engagement Groups 133

Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

Experience Matters

JULY 24, 2017

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. We used that data to create an NPS benchmark of 157 companies across 16 industries. Download dataset for $295+. NPS benchmark study.

Net Promoter Score 120

Net Promoter Score NPS Transportation Insurance 120

Experience Matters

OCTOBER 17, 2017

We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. This report also includes data from these companies’ responses to help you benchmark your own company’s VoC efforts. We Read More.

Report 150

Report Groups Survey Customers 150

Customer Bliss

DECEMBER 28, 2017

It’s one of the most direct ways for a company to see first-hand what their customers go through to interact with them. It's one of the most direct ways for a company to see first-hand what their customers go through to interact with them. What will CX Look Like in 2017? Click To Tweet. Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. Rather than describing what I observed in 2016 specifically, I want to encourage people to think about what they should be doing in 2017.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

Experience Matters

JUNE 20, 2017

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

Customer Service 149

Customer Service Banking Study Groups 149

Customer Bliss

DECEMBER 1, 2016

I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. You can clip and save this post to review during the holidays and get ready for 2017. Here we are, finally, at the last month of the year. Happy December!

Customer Experience 130

Customer Experience Customers B2B Connections 130

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. 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 to their organization.

Employee Engagement 120

Employee Engagement Report Engagement Groups 120

Experience Matters

JULY 5, 2017

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 […]. That’s why Temkin Group has been measuring trust for several years in the U.S.

Groups 136

Groups Measurement Survey Consumers 136

Experience Matters

MARCH 28, 2017

Temkin Group announces the winners of its 2017 Customer Experience Vendor Excellence Awards: Clarabridge, Medallia, Qualtrics, Rant & Rave, and Root. Here are excerpts from the winners’ submissions: Clarabridge’s CX Suite helps companies understand and manage the customer experience. Congratulations!

Analysis 120

Analysis Analytics Groups Feedback 120

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. And I ought to know.

Contact Center 120

Contact Center Connections Conference Case Study 120

Experience Matters

FEBRUARY 6, 2017

Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2017. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2017.

Data 120

Data Groups Survey Customer Experience 120

Experience Matters

FEBRUARY 6, 2017

Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2017. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2017.

Data 120

Data Groups Survey Customer Experience 120

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

Report 214

Report Groups Analysis Consumers 214

Experience Matters

APRIL 10, 2017

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

Loyalty 159

Loyalty Consumers Industry Feedback 159

Experience Matters

JUNE 12, 2017

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 […]. Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them.

Groups 120

Groups Loyalty Industry Measurement 120

Uniphore

APRIL 6, 2017

That's why it's so important to understand how new technologies can help your company keep that competitive edge in order to best serve your customers and ultimately improve the efficiency of your business Here are four of the hottest technology trends ready to significantly improve customer service in 2017 and beyond: Read More.

Trends 164

Trends Technology Competitive Advantage Customer Experience 164

Experience Matters

JANUARY 9, 2017

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.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

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.

Report 120

Report B2C B2B Groups 120