5 Most Popular Customer Experience Blog Posts of 2017

Customer Bliss

As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. Customer Experience Labs: Your Strategic Weapon. What will CX Look Like in 2017?

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.

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2017 Customer Experience Trends (Video and Infographic)

Experience Matters

pdf.Filed under: Customer experience, Purpose, Trends. Customer experience Purpose TrendsWe 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

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2017 Customer Experience Trends (Video and Infographic)

Experience Matters

pdf.Filed under: Customer experience, Purpose, Trends. Customer experience Purpose TrendsWe 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

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How Contact Center Customer Experience Will Evolve in 2017

NICE inContact

Contact centers will continue to evolve and improve as the need for better customer support continues to grow. 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.

2017 Customer Experience Trends, “The Year of Purpose”

Experience Matters

With my previous post, we declared 2017 “The Year of Purpose.” Customer experience Featured PurposeIt’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 […].

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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.” Customer experience Featured PurposeIt’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 […].

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What will CX look like in 2017?

Customer Bliss

Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” of 2017. But these are a couple of 2017 predictions.

14 Articles to Help You Deliver Flawless Customer Experiences in 2017

Kayako

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry?

2017 Temkin Effort Ratings, U.S. & UK

Experience Matters

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

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: 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 Temkin Emotion Ratings, U.S. & UK

Experience Matters

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. 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.

Listening to Customers Tells You Everything You Need to Know… - Transforming the Customer Experience

Kristina Evey

LISTEN to your Customers. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. LISTEN to the customer.

The 2017 Customer Experience Outlook

Kerry Bodine

I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. We believe this year’s focus on the human aspects of customer experience reflects how 2017’s political and social forces are shaping the way we do business.

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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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The Ultimate CX Infographic, 2017

Experience Matters

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.” ” It is part of a broader celebration of Customer Experience Day. Customer experience

Customer Resolution 2017 – Perfect Experiences {Infographic}

Michelli Experience

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. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. Customer experience Temkin Group Research Employee Engagement Benchmarks Assessments Trends CCXP1 Customer-Centric Culture Aimee Lucas Research Bruce Temkin Research

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Customer Experience in 2017 – Collaborate, Educate, Simplify and Focus!

ijgolding

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. So there you have it – four areas to focus on in 2017.

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

NICE 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! Customer Experience ICUC

2017: The Year Of The Journey

Kerry Bodine

Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. If so many people are already on board with journey mapping, why will 2017 will be the year of the journey? FREE Resources The Customer Journey

Customer Resolution 2017 – Perfect Experiences

Michelli Experience

One day, I was asking Horst about a client of mine that was struggling to engage customers. 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”. Let’s assume you serve 100 customers a day and that “excellent” or “world-class” companies satisfy 90% of them.

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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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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Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

ijgolding

This is the not the first article I have written about the subject of Customer Effort. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. It must be the customer’s fault.

How to Use Continuous Improvement Strategies for Customer Experience Improvement

Comm100

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Customers. Customer Experience Metrics.

Customer experience improvement program: 2017 assets

Customer Bliss

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.

Taking Ownership – key to the success of your approach to Customer Experience

ijgolding

Although the titles of the meetings differed, they were both essentially ‘Customer Experience (CX) Working Groups’ – collaborative, cross functional teams, brought together to drive their respective organisations approaches to CX.

2017 Temkin Group CX Excellence Award Winners

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. The post 2017 Temkin Group CX Excellence Award Winners appeared first on Customer Experience Matters®.

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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? was launching my customer experience podcast.

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. These organizations prioritize customer insight, leveraging data and analytics in every step of their decision-making. What’s the win for the customer?”.

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

Experience Matters

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

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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Crafting a customer experience roadmap

Jacada

Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map.

Report: The State of CX Metrics, 2017

Experience Matters

We published a Temkin Group report, The State of CX Metrics, 2017. 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. The post Report: The State of CX Metrics, 2017 appeared first on Customer Experience Matters®.