Experience Matters

JANUARY 23, 2018

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. This data snapshot examines how channel preferences vary across age groups, how these preferences have changed over the past year, and how channel preferences differ across multiple activities.

Report 154

Report Insurance Policies Groups 154

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

QuestionPro Audience

JANUARY 12, 2018

While not exactly new to the market (both Amazon Echo and Google Home launched over a year ago) consumers are coming out in droves in 2018 to purchase these smart speakers. Data from Consumer Intelligence Research Partners reports that Amazon and Google Home have sold a combined 27 million devices in the U.S.,

Consumers 265

Consumers Advertising Report Study 265

Experience Matters

JULY 25, 2018

We’re always looking for ways to share interesting data and concepts, so we regularly publish parts of our content in infographics. The post Collage of 2018 Customer Experience Infographics (So Far) appeared first on Customer Experience Matters®.

Infographics 181

Infographics Customer Experience ROI Customer Centricity 181

Experience Matters

JULY 17, 2018

In January 2018, we surveyed 10,000 U.S. Detailed data is included in the overall Temkin Experience Ratings dataset Here are Read More. The post 2018 Temkin Emotion Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®. consumers about their experiences with companies.

Metrics 149

Metrics Survey Feedback Consumers 149

Magellan Solutions

APRIL 24, 2024

Accurate and efficient eCommerce data entry. Only accurate data can lead to happy customers and lost sales. Efficient eCommerce data entry is vital for online business success. Managing data entry in-house can be a headache, from errors to time-consuming tasks that distract you from growing your business.

Ecommerce 52

Ecommerce Sales Data Resources 52

Experience Matters

JULY 2, 2018

In January 2018, we surveyed 10,000 U.S. Detailed data is included in the overall Temkin Experience Ratings dataset Here are Read More. The post 2018 Temkin Effort Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®. consumers about their experiences with companies.

Metrics 136

Metrics Survey Feedback Consumers 136

Experience Matters

APRIL 23, 2018

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. The post 2018 Temkin Experience Ratings: 20 Industry Snapshots appeared first on Customer Experience Matters®. Here’s a link to FAQ’s about the Ratings.

Industry 159

Industry Transportation Airlines Hotels 159

GetFeedback

OCTOBER 3, 2018

Dreamforce 2018 was a blast from start to finish. Steve took the stage to talk about how businesses can enrich their customer data with GetFeedback. The post A Look Back at Dreamforce 2018 appeared first on GetFeedback Blog. Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration.

Survey 150

Survey Measurement Customer Success Metrics 150

CloudCherry

JANUARY 4, 2018

The retail banking industry has been dealing with massive upheaval for a while now, and things will continue in the same vein come 2018. Here are some of the trends that will define 2018 for the banking industry. Regardless, voice tech will certainly change the way people do their banking in 2018. Open Banking.

Banking 170

Banking Trends Financial Self Service 170

QuestionPro Audience

SEPTEMBER 14, 2018

Consumers are looking for warm comfort food and substantial drinks, and we are talking the top trends for fall 2018. QuestionPro Audience provides our clients with access to more than 5 million active consumer respondents, who are pre-screened and qualified candidates for high-quality data collection.

Trends 170

Trends Consumers Report Innovation 170

QuestionPro Audience

APRIL 6, 2018

Advertising agencies are facing a lot of adversity in 2018. After launching an advertising campaign, it is imperative to have data to give your client an idea of the campaign’s success. Additionally, it may shed light on potentially profitable opportunities for the client as well. MEASURE SUCCESS.

Advertising 207

Advertising Consumers Marketing Customer Journeys 207

Experience Matters

SEPTEMBER 10, 2018

To gather this data, we surveyed 800 IT decision-makers from large North American firms about their relationships with their technology Read More. The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®.

NPS 149

NPS B2B Net Promoter Score Loyalty 149

Experience Matters

MAY 15, 2018

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). The post 2018 Temkin Trust Ratings (U.S.): Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 318 companies across 20 industries. Here’s a full list of all of the companies in the TTR.

Insurance 149

Insurance Banking Study Consumers 149

Experience Matters

APRIL 24, 2018

This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It It includes the TFR for 318 companies and 20 industries, the changes in TFR between 2017 and 2018, and the difference in TFR across age groups for each industry. It uses feedback from 10,000 U.S.

Groups 154

Groups Industry Loyalty Consumers 154

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. What’s changed is the level of smarts.

Trends 174

Trends Retail e-support Technology 174

QuestionPro Audience

FEBRUARY 15, 2018

We love sharing insightful data with our readers, so we curated a list of our top 10 favorite projects from the month of January. 2 – 2018 Edelman Trust Barometer. As market research and data addicts, we’re always curious to learn how trending topics influence consumers. 1 – The Cultural Borders of Songs.

Infographics 170

Infographics Ecommerce Government Social Media 170

Experience Matters

FEBRUARY 12, 2018

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018. The post Report: Tech Vendors: Product and Relationship Satisfaction, 2018 appeared first on Customer Experience Matters®. And we calculated their relationship Read More.

Report 120

Report Groups Survey Data 120

Oracle

FEBRUARY 26, 2018

When it comes to marketing technology, 2017 was a year defined by big data. For both marketers and retailers, the most influential technologies available were those that used customer – and even employee – data to improve experiences and make marketing smarter, more streamlined, and ultimately a more profitable venture.

Analytics 90

Analytics Data Fashion Retail 90

AskNicely

AUGUST 29, 2018

Get real data on why you should be actioning NPS and how your program compares to others. The post NPS Benchmarks for 2018: How Do You Compare? Surprisingly 54% of growth-oriented companies still don’t use Net Promoter Score – despite being the industry standard metric for measuring customer happiness. NPS Benchmark Study.

NPS 150

NPS Net Promoter Score Metrics Culture 150

Oracle

DECEMBER 24, 2018

2018 was a year of significant innovation within the marketing world. As part of our year in review , here’s a closer look at some of the most inspiring and thought-provoking marketing quotes from 2018. Balancing data with humanity in marketing. ” – Deloitte Digital CMO Suzanne Kounkel at the Forbes CMO Summit 2018.

Marketing 93

Marketing Conference Omni-Channel Leadership 93

Oracle

JANUARY 24, 2018

Here are four tech trends that are driving innovation in CRM in 2018, and helping organizations reach and engage their target audiences across channels. Artificial intelligence will prove to be one of the most prominent means of innovation in CRM in 2018. Read more on trends in CRM software in 4 Trends for CRM in 2018.

CRM 111

CRM Trends Software Customer Relationship Management 111

Experience Matters

JUNE 4, 2018

The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

Report 185

Report Study Industry Interaction 185

Oracle

JANUARY 31, 2018

Following a record holiday season, 2018 is off to a fast start in the world of customer experience. So how do CX professionals know what to expect as far as consumer behaviors, trends, and otherwise in 2018? On our 2018 Predictions page, you’ll find articles like: Top 5 CMO Priorities in 2018 (Hint: It’s All About Data).

Customer Experience 80

Customer Experience CRM Trends Retail 80

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Are there efficient processes in place for analyzing customer data or communicating customer insights? Every each of them answered the following questions: How do you see the future of customer experience?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Oracle

DECEMBER 26, 2018

As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key AI innovations that made a splash in 2018. Here’s a closer look at key AI innovations that made a splash in 2018. Machine learning helps brands work smarter—if their data strategy is on point.

Innovation 105

Innovation Chatbots Healthcare Brands 105

Vonage

SEPTEMBER 26, 2018

After two fun, informative and action-packed days, it’s hard to believe we're already halfway through Dreamforce 2018! We’ve put together 18 of the most thought-provoking quotes from some of those great minds of Dreamforce 2018 for you to enjoy and share across your social networks. We’re sure there will be plenty more to come!

Connections 120

Connections Technology Sales Trends 120

Happy or Not

JANUARY 10, 2018

The 2017 trends in retail saw many changes and movements, such as the importance of the in-store experience, developing the omnichannel, the use of data, and merge of retail and technology. The post Data Driven CX Improvements: A Retailer’s Must Have For A Successful 2018 appeared first on HappyOrNot.

Data 84

Data Retail Omni-Channel Trends 84

GetFeedback

JANUARY 3, 2019

Today, we’re sharing how you can leverage VOC data to improve customer service. In order to leverage VOC data, you have to ensure your customers are giving you feedback, and that you’re capturing it. All of these feedback methods should be considered when compiling VOC data. Some organizations opt to send this data to everyone.

Voice of Customer 239

Voice of Customer Data Customer Service Net Promoter Score 239

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Only 8% of organizations say that they have all of their channels connected and, in fact, as many as 70% say that none or very few of their channels are connected, according to Dimension Data.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Bob Hayes

MARCH 8, 2021

Results of a survey of data professionals show that about 1 out of 5 are women. Ways of improving gender diversity in the field of data science are offered. How does gender diversity look in the data science world? Gender disparity varied over job titles of data professionals. Salary Differences. Educational Background.

Data 145

Data Analytics Analysis Survey 145

Oracle

DECEMBER 27, 2018

In 2018, the customer experience was front and center for businesses. The 2018 IDG Cloud Computing Survey revealed that 73% of organizations have some part of their infrastructure in the cloud. Brands delivered in 2018, rolling out augmented reality initiatives for everything from increasing buyer confidence to teaching new skills.

Trends 88

Trends Customer Experience Retail Conference 88

BlueOcean

FEBRUARY 14, 2018

In our humble opinion though, it’s a good idea to check in every now and again to examine the state of social customer support and dig into the trends and opportunities that have the potential to improve customer care in 2018 and beyond. The post The State of Social Customer Support in 2018 appeared first on.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

BlueOcean

DECEMBER 17, 2018

In 2018, that number has skyrocketed to a massive $1.1 trillion, according to data from Deloitte , which is more than a quarter of annual retail sales. For instance, crafting themes for your spikes like “Holiday Hell 2018” or “Operation Save Christmas” can help rally your troops and create a culture of resilience.

Contact Center 136

Contact Center Gamification Retail Course 136

Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. The customer data we had previously didn’t give us the full picture.

How To 113

How To Groups Customers Innovation 113

Comm100

JANUARY 7, 2020

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Key Takeaways for 2019: Mobile shows no sign of slowing down: Our data showed that chats on mobile devices continue to experience torrid growth. The post Live Chat Benchmark Data 2020 appeared first on Comm100.

Data 133

Data Chatbots Wait Times Effort Score 133

Forrester's Customer Insights

NOVEMBER 7, 2018

Join us in Orlando on December 4, 2018 for Forrester’s first-ever Data Strategy & Insights 2018 Forum. We are super excited to bring you razor-sharp focus to the power of data, analytics, and machine learning. ” Data is too often […]

Data 45

Data Strategy Conference Analytics 45