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

Amplifai Coaching Category

JANUARY 12, 2021

Deloitte's 2017 Global Call Center Survey released mid-May polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years.

Call Center 40

Call Center Survey Contact Center Technology 40

Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. To compare scores across organizations and industries, Temkin Group measured the NPS of almost 300 companies across 20 industries based on a survey of 10,000 U.S.

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

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

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

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 29, 2017

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. The research is based on an online survey on Q3 2016. This is the sixth year that we’ve published the benchmark of U.S. Take a look at our Employee Engagement Resource Page). For the sixth year in a row, Temkin Group used the […].

Employee Engagement 120

Employee Engagement Study Report Engagement 120

Experience Matters

FEBRUARY 21, 2017

We just published a Temkin Group report, State of the CX Profession, 2017. Here’s the executive summary: To understand the mindset and roles of customer experience professionals today, we surveyed 237 CX professionals and then compared […].

Report 133

Report Customer Experience Professionals Groups Study 133

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. About the ReviewTrackers Local Search and Online Reviews Survey. In January 2017, ReviewTrackers reached out to a U.S. based consumer panel with a 39-item, two-part survey. Read on for a summary of our survey findings.

Survey 101

Survey Social Media Automotive Analysis 101

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

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

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

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

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. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors.

Report 120

Report Groups Survey Data 120

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors.

Report 120

Report Groups Survey Data 120

Vocalabs

FEBRUARY 27, 2018

2017 Results for the National Customer Service Survey are out. We recently released our 2017 report for the National Customer Service Survey on banking customer service, tracking customer service performance at Bank of America, Chase, Citi, and Wells Fargo. Peter Leppik. Tue, 2018-02-27 16:30. About Vocalabs.

Survey 48

Survey Customer Service Banking Metrics 48

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

InMoment XI

MAY 4, 2022

In fact, according to a survey conducted by Korn Ferry , 33% of employees plan to look for a new job due to being bored and needing a new challenge. Think about voice of the customer (VoC) for a moment, and how often feedback comes from a post-interaction customer satisfaction survey, whether it’s an automated phone call or email.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

InMoment XI

JUNE 20, 2017

Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.

Survey 324

Survey Customer Service Company Customers 324

Kayako

JANUARY 12, 2017

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! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

QuestionPro Audience

JANUARY 5, 2018

The annual college recruiting survey from NACE found employers plan to hire 4% more grads this year than last. That may not seem like much of an edge since it is an increase over 2017, but it’s the lowest increase in NACE’s fall survey in 7 years.

Survey 0

Survey Brands Company 0

ProProfs Chat

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

Survey 105

Survey Tips Fashion Social Media 105

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

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

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

SuiteCX

FEBRUARY 7, 2017

Survey employees to find out what they need to deliver the new experience and do your best to begin to provide them with the tools, training and new processes to deliver on the new customer experience. Here is to a growth oriented 2017! So be sure that the employees understand what you are trying to accomplish and are on board.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Survey employees to find out what they need to deliver the new experience and do your best to begin to provide them with the tools, training and new processes to deliver on the new customer experience. Here is to a growth oriented 2017! So be sure that the employees understand what you are trying to accomplish and are on board.

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

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! This week it’s all about surveys. The post Know Your Survey: Voice of Customer and Market Research appeared first on CustomerGauge.

Voice of Customer 72

Voice of Customer Survey Marketing NPS 72

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Top 10 Customer Service Blogs to Follow in 2017 by Daniela Puzzo.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

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

Enalyzer

DECEMBER 19, 2017

To go out with a bang, we’ve brought you a roundup of features we released in 2017 that you may have missed. Thanking your respondents for completing your survey is not something that should be overlooked, that’s why we introduced end pages and these bad boys serve several purposes. You know what else? Zapier integrations.

Social Media 62

Social Media Survey Report Software 62

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

QuestionPro Audience

JANUARY 10, 2018

In the past, this data took a long time to gather because the only options were focus groups, mailings and phone surveys. In 2017, there were an estimated 227 million smartphone users in the United States. Also, it is perfect for surveys when you want immediate reactions. Access to a Larger Audience.

Marketing 268

Marketing Survey Groups Study 268