GetFeedback

MAY 9, 2019

That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. So when bad customer experiences happen, the news of it spreads on social channels and by word-of-mouth. First, you need to create a CX metrics program.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Eptica

APRIL 25, 2018

Author: Olivier Njamfa Brands understand that consumer expectations are continually rising. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. Compelling Brand Values: Deliver on your brand promises to customers. Published on: April 25, 2018.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Experience Matters

OCTOBER 1, 2018

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

Experience Matters

JUNE 13, 2018

To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries. consumers about their journeys with 318 companies across 19 industries.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

Experience Matters

MAY 8, 2017

This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last […].

Report 214

Report Groups Analysis Consumers 214

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. We then compared results with similar studies we’ve conducted over the previous seven years.

Report 185

Report Study Industry Interaction 185

Experience Matters

OCTOBER 2, 2017

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 133

Net Promoter Score Study Report NPS 133