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. As Read More.

Metrics 120

Metrics Consumers Survey Feedback 120

Experience Matters

OCTOBER 24, 2017

We published a Temkin Group report, Temkin Loyalty Index, 2017. consumers to 329 companies across 20 industries. xls)) Temkin Group’s TLi is based on evaluating consumers’ likelihood to Read More. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®. 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

QuestionPro Audience

NOVEMBER 7, 2018

Consumers today are turning away from the mass-produced pantry staples of national packaged brands and turning to healthier, local and more “authentic” food. Large packaged foods companies like Kraft, Kellogg and ConAgra, have reported a decline in sales, as consumers are moving towards fresher options. Kellogg saw a 5.7%

Consumers 170

Consumers Industry Trends Study 170

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

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+.

Net Promoter Score 120

Net Promoter Score NPS Transportation Insurance 120

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.

Loyalty 159

Loyalty Consumers Industry Feedback 159

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

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

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

Alida

SEPTEMBER 6, 2018

between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse. Finally, consumers are feeling pretty good about the economy with 59.5% confident or very confident as of January 2018, according to the Consumer Mood Index.

Retail 243

Retail Company e-support Competitive Advantage 243

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

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 120

Insurance Banking Study Groups 120

Experience Matters

MARCH 24, 2017

We recently 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. Siemens and Vizio deliver the best customer experience in the TV and major appliances category, according to the 2017 Temkin Experience Ratings.

Consumers 120

Consumers Customer Experience Survey Industry 120

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

NICE inContact

OCTOBER 15, 2018

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth. appeared first on NICE inContact Blog.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

Experience Matters

MARCH 27, 2017

We recently 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. Chick-fil-A, Chipotle Mexican Grill, and Hardees deliver the best customer experience in the fast food industry, according to the 2017 Temkin Experience Ratings.

Customer Experience 120

Customer Experience Company Survey Industry 120

Experience Matters

AUGUST 29, 2017

Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. consumer benchmark study, we asked a number of questions about people’s attitudes, employee behaviors, and company loyalty. In our latest U.S.

Study 434

Study Loyalty Groups Consumers 434

Alida

JUNE 1, 2017

The conference promises to provide actionable information to help automakers, dealers and finance companies improve customer experience. Why we’re excited: The correlation between employee engagement and customer experience is well known in traditional retail, but automotive companies are not widely recognized as leaders in this area.

Automotive 157

Automotive Conference Retail Employee Engagement 157

Customer Bliss

OCTOBER 23, 2018

Taking care of employees, using natural ingredients, and doing good in the world are the values of the multi-billion dollar Chobani company. An inclusive and compassionate leader, he’s given every employee a 10% stake in the company. Purpose, and how a company lives it, matters. When Business is Personal.

Case Study 111

Case Study Company Study Chief Customer Officer 111

Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Likewise, companies must get closer to their customers—both local and international—to continue to deliver products and services that are relevant and valuable to their target market. Global uncertainty.

Trends 0

Trends Social Media Advertising e-support 0

Win the Customer

MAY 15, 2018

Abercrombie & Fitch is counting on direct-to-consumer (DTC) sales to counter the retail apocalypse, Columbus Business First reports. leases expiring over the next two years, the fashion brand saw a 4 percent increase in sales, largely thanks to direct-to-consumer sales. billion a year to $5 billion. Appealing to Online Shoppers.

Retail 110

Retail Consumers Sales Industry 110

Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. Companies Will Deploy Employee Engagement Practices Geared Toward Millennials. 2017 is all about #customersatisfaction.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Helen Dewdney

MAY 4, 2022

Ofgem has given energy companies three weeks to explain what they have been/are doing or face punishment. In the first instance Ofgem prefers to work with companies to bring a resolution to issues. However, it does have the power to fine companies, according to Ofgem’s Compliance and Enforcement website page.

Company 68

Company Banking Consumers Government 68

Experience Matters

MARCH 20, 2017

We recently 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.

Hotels 195

Hotels Customer Experience Survey Industry 195

Eptica

JULY 12, 2017

Date: Wednesday, July 12, 2017 Are insurance companies meeting the CX quality expectations of today’s consumers? Published on: July 12, 2017. This is equally true, whatever sector you operate in as shown by the findings of Eptica’s 2017 Insurance Customer Conversations study. What do consumers expect?

Insurance 49

Insurance Consumers Meeting Company 49

Experience Matters

MARCH 22, 2017

We recently 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. Regions and Citizens deliver the best customer experience in the banking industry, according to the 2017 Temkin Experience Ratings.

Banking 194

Banking Customer Experience Survey Industry 194

Blake Morgan

MARCH 13, 2023

Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. But it’s also challenging to find that balance between leading a company and fulfilling other passions. Guild partners with companies to create benefits programs that enable employees to get college degrees for free.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Experience Matters

MARCH 31, 2017

We recently 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.

Customer Experience 120

Customer Experience Consumers Survey Industry 120

Experience Matters

MARCH 24, 2017

We recently 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. UPS delivers the best customer experience in the airline industry, according to the 2017 Temkin Experience Ratings.

Customer Experience 180

Customer Experience Airlines Industry Survey 180

Alida

APRIL 19, 2017

Companies like Nordstrom, Walmart and Dick’s Sporting Goods actually plan to open more stores in the next 12 months. One way companies are bucking the trend is by driving costs down. For many high-end companies, for instance, discounting prices will hurt both their revenue and their brand equity.

Retail 173

Retail Company Sports Fashion 173

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. What can I do now?

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). So… with fickle consumers, rising costs, tight budgets and agile competitors, how does the CEO get ahead of the curve to help drive growth? Current State. What can I do now?

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Experience Matters

MARCH 21, 2017

We recently 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. Kaiser Permanente and Humana deliver the best customer experience in the health plan industry, according to the 2017 Temkin Experience Ratings.

Customer Experience 168

Customer Experience Survey Industry Consumers 168

Experience Matters

MARCH 20, 2017

We recently 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.

Airlines 149

Airlines Customer Experience Survey Industry 149

Experience Matters

MARCH 23, 2017

We recently 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. Charles Schwab and Fidelity Investments deliver the best customer experience in the investment industry, according to the 2017 Temkin Experience Ratings.

Customer Experience 159

Customer Experience Industry Survey Consumers 159