Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Matters

OCTOBER 21, 2014

This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. Here’s a list of companies included in this study (.pdf).

Net Promoter Score 259

Net Promoter Score Study Report Customer Connectedness 259

Experience Matters

NOVEMBER 14, 2014

I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3. The company works on it.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

Experience Matters

SEPTEMBER 16, 2014

The research provides rich details about how five leading companies—American Express, ADP, Firstsource, Safelite AutoGlass, and Verizon—are using text analytics. Each of these case studies follows a company’s journey as it built out its text analytics capabilities and also shows how each one organized its efforts.

Case Study 246

Case Study Study Analytics Report 246

Experience Matters

OCTOBER 15, 2014

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. Here’s the executive summary: For the fourth straight year, Temkin Group has benchmarked the maturity of voice of the customer (VoC) programs within large organizations. The bottom line: VoC programs have a lot of maturing to do.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

Experience Matters

DECEMBER 15, 2015

In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. Speech Analytics Piloting.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

NOVEMBER 20, 2014

As I mentioned in my post about Amazon’s relentless customer advocacy , I recently attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Here’s my take on some of what he presented: Focus on the Customer. Think about adopting customer journey thinking.

Customer Connectedness 245

Customer Connectedness Brand Values Comparison Metrics 245

Experience Matters

JANUARY 20, 2015

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc.,

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

MARCH 3, 2015

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. Here’s the executive summary: 2015 marks the fifth year of the Temkin Experience Ratings, and this year, supermarkets dominated the ratings. To generate the Temkin Experience Ratings, we asked 10,000 U.S.

Report 120

Report Customer Connectedness Airlines Retail 120

Experience Matters

MAY 12, 2015

Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness.

Report 120

Report Customer Connectedness Management Effort Score 120

CSM Magazine

JUNE 24, 2021

We discovered how Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers. At the same time, they share a unique opportunity to raise the profile of their customer service team or contact centre. So, how can organisations become a Connected Enterprise that holds better customer conversations?

Connections 52

Connections Customer Connectedness Analytics Call Recording 52

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. Here’s the executive summary: To understand the effect of good and bad experiences, we asked 10,000 U.S. consumers about their recent interactions with 283 companies across 20 industries. Download report for $195.

Report 120

Report Customer Connectedness Groups Retail 120

Experience Matters

APRIL 3, 2015

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. In other words, what customers experience outside is based on what’s going on inside. To consistently differentiate your customer experience, you need to transform your culture.

Culture 120

Culture Customer Connectedness Airlines Employee Engagement 120

Experience Matters

AUGUST 3, 2015

We just published a Temkin Group report, Behavioral Guide to Customer Experience Design. Here’s the executive summary: According to recent scientific research, customers make most of their decisions using intuitive thinking instead of rational thinking. The bottom line: Embrace your customers’ natural behaviors.

Customer Experience Design 120

Customer Experience Design Report Customer Experience Groups 120

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Clicktools

MAY 19, 2017

There’s renewed talk around the very old subject (relatively speaking in Tech years) of CRM being the key solution to support a unified customer experience. These days, delivering a superior customer experience means knowing your customers better than ever before.

CRM 45

CRM Customer Connectedness Employee Engagement Social Media 45

Clicktools

MAY 18, 2017

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. Compelling Brand Values : Deliver on your brand promises to customers.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. Voice of the Customer Renovations. CX Training & Engagement.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Eptica

APRIL 25, 2018

They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. It found that just 13% of the 171 large companies surveyed had reached the top two (out of six) levels of its CX maturity scale. Based on our experience it comes down to four key areas: 1.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Experience Matters

MARCH 20, 2018

2018 marks the eighth 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 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

Report 248

Report Airlines Industry Consumers 248

Experience Matters

OCTOBER 1, 2018

This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

Experience Matters

FEBRUARY 14, 2018

The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how to run successful VoC programs. It appears that we on the verge of the next stage in evolution for VoC.

Feedback 241

Feedback Marketing Customer Experience Company 241

Experience Matters

MAY 22, 2018

The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread in customer experience. However, despite its prevalence, few companies are employing AI in the right scenarios or using it to its fullest potential.

Customer Centricity 194

Customer Centricity Chatbots Groups Report 194

Experience Matters

DECEMBER 12, 2016

Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated?

Customers 248

Customers Customer Experience Company Customer Connectedness 248

Experience Matters

JUNE 4, 2018

To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. Of the companies we evaluated, 21st Century, Comcast, Cox Communications, and New York Life Read More.

Report 185

Report Study Industry Interaction 185

Experience Matters

NOVEMBER 12, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. What’s Right: We rarely see a company succeed or fail based on the specific metric that it choses. In this series of posts, we debunk these myths.

Net Promoter Score 215

Net Promoter Score Metrics NPS Customer Experience 215

Experience Matters

JUNE 13, 2018

Few organizations deliver outstanding experiences to their customers. In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings. consumers about their journeys with 318 companies across 19 industries. Evaluate how different customer journeys impact five loyalty Read More.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

Experience Matters

JUNE 18, 2018

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. As I discussed in a previous post, many customer success organizations still look a lot like old-fashioned account management teams.

Customer Success 202

Customer Success Fashion B2B Customers 202

Experience Matters

OCTOBER 5, 2016

As part of our CX Day celebration, we’re giving away this free eBook: 25 Tips For Tapping Into Customer Emotions. Consequently, a customer’s emotional response to an experience with a company has a significant impact on their loyalty to […].

eBook 266

eBook Tips Loyalty Customers 266

Experience Matters

AUGUST 9, 2018

In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. The post Propelling Experience Design (Infographic) appeared first on Customer Experience Matters®. This infographic provides an overview. jpg format 18?

Infographics 163

Infographics Report Customer Experience Data 163

Experience Matters

DECEMBER 20, 2016

This is the sixth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

Metrics 185

Metrics Report Groups Study 185

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Experience Matters

DECEMBER 22, 2015

This is the fifth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Qualtrics

FEBRUARY 1, 2019

The connected world we live in has opened up opportunities for companies to interact with their customers more often and across more channels than ever before. The customer isn’t marketing’s job anymore, it’s everyone’s job. Insights at the heart of customer-centricity.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Study 20

Experience Matters

JUNE 1, 2016

We just published a Temkin Group report, Emotion-Infused Experience Design. Consequently, how a customer feels about their experience with a company has the most significant impact on their loyalty to that company. Emotions play an essential role in how people make decisions.

Report 120

Report Groups Loyalty Customer Experience 120

Experience Matters

DECEMBER 12, 2016

Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated?

Customers 120

Customers Customer Experience Company Customer Connectedness 120

Experience Matters

NOVEMBER 16, 2015

I just ran into a great (negative) example of my 6th CXtip : Don’t waste customers’ time asking them questions unless you are prepared to act on what they say. To summarize, we were asked to rate our experience on a scale of 1 to 10. Resort leader(s) decided that it was a good idea to survey its customers and get some data.

Survey 120

Survey Hotels Customers Interaction 120