Experience Matters

OCTOBER 15, 2014

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. Based on data from 218 large organizations with at least $500 million in annual revenues, we examined VoC efforts within large organizations. Only 11% of companies have reached the two highest levels of VoC maturity, a drop-off from last year.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

Experience Matters

NOVEMBER 14, 2014

He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3. It’s no accident that Amazon.com scores so consistently high in the Temkin Experience Ratings and Temkin Customer Service Ratings. The company works on it. Listen to customers. Invent for customers.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

Experience Matters

JANUARY 20, 2015

Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services. This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

GetFeedback

MAY 9, 2019

What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? Why is customer experience important? The short answer: Customer experience determines whether your organization succeeds or fails. companies $136.8

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

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

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. Effort Metric Expanding. Every interaction has three components: Success, Effort, and Emotion. See the 2015 Temkin Effort Ratings. Customer Journey Designing.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

OCTOBER 27, 2015

Here’s the executive summary: For the fifth year, Temkin Group has benchmarked the voice of the customer (VoC) programs within large organizations. Respondents believe that technology will play an increasingly important role in their efforts, but the largest obstacle to VoC success remains integration across systems.

Report 120

Report Effort Score Groups Analytics 120