Driverless Cars: Are Consumers Ready?

QuestionPro Audience

Automotive Emerging Technologies Study , only 1 out of every 5 consumers was interested in a fully autonomous vehicle. Only 1 out of every 5 consumers was interested in a fully autonomous vehicle. The past few years have been a whirlwind for the autonomous automotive industry.

Why Consumers Trust Influencers Over Celebrities

QuestionPro Audience

There’s been a major disruption in consumer marketing in recent years. With DVR to fast forward through commercials and ad blockers on the internet, brands needed another way to reach consumers. People turn to them for advice, tips, and recommendations regarding consumer products.

Everything you need to know about the consumer of 2017

NewVoiceMedia

To help arm you with the information needed to thrive in this competitive environment, here are 10 stats that tell you everything you need to know about today’s consumer. Half of consumers move on after poor customer service. Consumers won’t trade price for bad service.

{Guest Infographic} Portrait of a Mobile Consumer

Michelli Experience

Business Customer Engagement Customer Experience Customer Service Guest Post Infographic Mobile commerce Mobile Consumer Mobile dataInfographic originally published to VoucherCloud.com & design by Maureen Sanford.

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. consumers. 2017 Temkin Ratings Customer experience Industry DataHere’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 […].

Happiness Affects How Consumers View Companies

Experience Matters

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.

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. consumers to rate their recent interactions with […].

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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. consumers and 5,000 UK consumers about their experiences with companies. 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 Emotion

How New Year’s Resolutions Impact Consumer Buying Behavior

QuestionPro Audience

January 1 marks not just the beginning of many consumer’s journeys to their goals, but also a turning point for industries that stand to profit from these sudden shifts in consumer behavior. According to Hotels.com, in 2017 the average cost of a hotel room per night in popular U.S.

What will CX look like in 2017?

Customer Bliss

The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” 78 percent of consumers are willing to allow retailers to use information from in-store purchases for a more customized experience. of 2017. But these are a couple of 2017 predictions.

Consumer Brands NPS® Benchmarks

CustomerGauge

Or why Starbucks is leading the fast food consumer brands NPS chart? Today we will walk through the NPS achievements, CX strategies and best practices from the consumer brands industry. The post Consumer Brands NPS® Benchmarks appeared first on CustomerGauge.

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

Experience Matters

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. 2017 Temkin Ratings customer serviceBased 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. Its banking business earned the only […].

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

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. consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. 2017 Temkin Ratings Customer experience Industry DataBased on a study of 10,000 U.S 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 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.

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4 examples of direct-to-consumer initiatives—and what you can learn from them

Vision Critical

The PC giant long ago decided to sell through partners and retail channels too, but today some established brands are opting to experiment with their own direct-to-consumer (DTC) models. According to Nielsen, 90 percent of consumers would rather buy directly from a brand if they could.

Report: Temkin Loyalty Index, 2017

Experience Matters

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®. This is the third year of this study that examines the loyalty of 10,000 U.S.

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Siemens and Vizio Earn Top Customer Experience Ratings for Consumer Electronics

Experience Matters

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. consumers. Siemens and Vizio deliver the best customer experience in the TV and major appliances category, according to the 2017 Temkin Experience Ratings. In 2017, we expanded our major appliances category to include […].

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.

Data Snapshot: Media Use Benchmark, 2017

Experience Matters

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

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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.

Retail trends shaping the consumer experience

Vision Critical

Beyond using a phone for Apple Pay or Android Pay, consumers will increasingly use their smartwatches to complete transactions, with new entrants like Fitbit getting in on the NFC payments scheme. Direct-to-consumer.

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Report: 2017 Temkin Experience Ratings, UK

Experience Matters

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. To generate these scores, we asked 5,000 UK consumers to rate […]. 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.

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Report: What Happens After a Good or Bad Experience, 2017

Experience Matters

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last […].

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3 Customer Engagement Trends to Watch in 2017

Calabrio

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

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Super Bowl Impact on Consumer Spending

QuestionPro Audience

And these brands are betting—very large sums of money—on consumers checking out their ads. Super Bowl weekend brings in serious revenue from consumer spending for liquor stores, restaurants and grocery stores. Audience Mobile Trending consumer behavior consumer insights

Evolving Customer Service to the Next Level in 2017

BlueOcean

We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available. If you’re ready to evolve your customer service solution in 2017, let’s talk.

Report: Net Promoter Score Benchmark Study, 2017

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. consumers. consumers. 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. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty.

4 reasons to attend the 2017 Automotive CX Summit

Vision Critical

Why we’re excited: New market entrants are disrupting the automotive space with creative models meant to appeal to consumers who are frustrated with the way things are today. The Vision Critical Auto CX Summit 2017 team: Paula Skier – Director, Automotive.

Top 5 Customer Service Expectations in 2017

Jacada

Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers has led to quickly changing expectations.

How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally

OpinionLab

This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. So, according to our study, digital consumers are less loyal than consumers of more traditional channels.

Consumer Emotions To Health Plans Differ Across Age Groups

Experience Matters

In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We analyzed the emotional responses across different ages of consumers after that interaction and found that: Consumers who are 44-years-old or younger tend to […]. We decided to dig deeper into one of those interactions, researching a health plan.

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Your plan for growth in 2017

SuiteCX

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). Here is to a growth oriented 2017! Current State. We all know that customer landscape is changing quickly.

Why Healthcare Organizations Should Focus on the Consumer

ReviewTrackers

The patient is a consumer. What strategies can healthcare organizations implement to make sure their brand is trustworthy and that their brand reputation is positive for the consumer? . The Internet is one of the reasons healthcare is becoming more consumer focused.

Shared value is the customer experience of the future: 5 key takeaways from the 2017 Asia Pacific Customer Intelligence Summit

Vision Critical

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Iggy Pintado (@iggypintado) July 17, 2017.

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Super Bowl Impact on Consumer Spending

QuestionPro Audience

And these brands are betting—very large sums of money—on consumers checking out their ads. Super Bowl weekend brings in serious revenue from consumer spending for liquor stores, restaurants and grocery stores. Audience Mobile Trending consumer behavior consumer insights Super Bowl