Experience Matters

MARCH 7, 2017

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.

Report 194

Report Consumers Industry Interaction 194

Experience Matters

NOVEMBER 13, 2017

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. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Report 227

Report Groups Survey Customer Experience 227

Customer Bliss

JANUARY 5, 2017

Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” Geofencing.

Chatbots 236

Chatbots Omni-Channel Retail Trends 236

Experience Matters

APRIL 4, 2017

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. 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.

Industry 200

Industry Survey Consumers Customer Experience 200

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. On the 3rd October 2017, the world will once again celebrate CX Day. Check out posts from other bloggers at the blog carnival.

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

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

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. Customer experience improvement program: The basics.

Customer Experience 130

Customer Experience Customers B2B Connections 130

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. The post Dataset: 2017 Temkin Loyalty Index, UK appeared first on Customer Experience Matters®.

Loyalty 161

Loyalty Analysis Study Consumers 161

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Experience Matters

MARCH 14, 2017

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).

Data 181

Data Groups Analysis Consumers 181

Experience Matters

JUNE 7, 2017

Temkin Group announces the release of the 2017 Temkin Trust Ratings. Based 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.

Insurance 262

Insurance Banking Study Groups 262

Experience Matters

APRIL 3, 2017

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. firms over the past seven years.

Report 185

Report Groups Consumers Industry 185

Who's Your Gladys?

SEPTEMBER 24, 2017

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. The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys?

Customer Service 164

Customer Service Customers Communication Technology 164

Storyminers

MAY 31, 2017

Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner.

Resources 194

Resources Hotels Guidelines Customer Experience Design 194

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. You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK. consumers and 5,000 UK consumers about their experiences with companies. As Read More.

Metrics 120

Metrics Consumers Survey Feedback 120

AskNicely

NOVEMBER 1, 2017

That is life at Dreamforce 2017. If you are customer-obsessed like us, we have whittled down this list to the chosen, stand-out few so you can get your party and networking game on. Here’s our “must-attend” list for Dreamforce 2017: Monday. Parties everywhere! Talkdesk Elixr Hour. WalkMe Dreamforce Party.

Net Promoter Score 150

Net Promoter Score Hospitality Financial Connections 150

Experience Matters

JANUARY 3, 2017

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?

Groups 223

Groups Company Customer Experience Customers 223

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. I dearly hope that everyone’s desires are fulfilled and that I can help validate, inform and inspire as much as I can.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

Experience Matters

OCTOBER 24, 2017

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. See sample spreadsheet (.xls))

Loyalty 133

Loyalty Report Groups Study 133

CustomerGauge

DECEMBER 13, 2016

2017 is already knocking on the door, so we thought it would be useful for our readers out there to know who are some of the top customer experience influencers they can follow in the upcoming year. The post 20 Customer Experience Influencers to Follow in 2017 appeared first on CustomerGauge.

Customer Experience 0

Customer Experience Customers 0

Experience Matters

JANUARY 3, 2017

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?

Groups 214

Groups Company Customer Experience Customers 214

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

Experience Matters

OCTOBER 17, 2017

We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. Here’s the executive summary: For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations.

Report 150

Report Groups Survey Customers 150

Customer Bliss

DECEMBER 28, 2017

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. If you’re ever in need of a bit of inspiration or guidance for your customer experience implementation, this is the content you can come back to time after time.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

Experience Matters

JULY 17, 2017

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

Metrics 120

Metrics Survey Customer Experience Customers 120

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. USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row. Based on a study of 10,000 U.S

Customer Service 149

Customer Service Banking Study Groups 149

Uniphore

APRIL 6, 2017

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.

Trends 164

Trends Technology Competitive Advantage Customer Experience 164

Experience Matters

JUNE 12, 2017

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 […].

Groups 161

Groups Loyalty Industry Measurement 161

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. Overall, it’s really just about providing a quality customer experience. How do you expect customer expectations to change in 2017?

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

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? was launching my customer experience podcast. While I know some of you worked on 1/2, it was technically a federal holiday.)

Leadership 183

Leadership Culture Strategy Software 183

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

Employee Engagement 133

Employee Engagement Report Engagement Groups 133

Alida

JULY 17, 2017

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. Creating shared value is essential for developing an authentic brand and truly connecting with customers.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Kerry Bodine

JANUARY 17, 2017

I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017.

Customer Experience 84

Customer Experience eBook Customer Journeys Customers 84

Experience Matters

JANUARY 26, 2017

pdf.Filed under: Customer experience, Purpose, 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

Infographics 294

Infographics Trends Customer Experience Video 294

Experience Matters

OCTOBER 2, 2017

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

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Trends 100

Trends Customer Engagement Engagement Contact Center 100