Experience Matters

SEPTEMBER 16, 2014

This report offers insights into their efforts, describing how Safelite drives value with a small team, how Firstsource ventures beyond service quality and training, how American Express built a custom solution in-house, how ADP scaled with a distributed model, and how Verizon scaled with a centralized model. Download report for $195.

Case Study 246

Case Study Study Analytics Report 246

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 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. Download report for $195.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

Experience Matters

APRIL 1, 2016

You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic.

Infographics 120

Infographics Customer Connectedness Metrics Measurement 120

Experience Matters

APRIL 16, 2015

Download report for $195. Here’s a portion of the first figure from the data snapshot that contains 12 data-rich charts: Download report for $195. Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer' hours per day over the past year.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 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

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

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

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. Download report for $195.

Customer Experience Design 120

Customer Experience Design Report Customer Experience Groups 120

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. Retailers, on the other hand, are least likely to deliver a negative experience. Download report for $195.

Report 120

Report Customer Connectedness Groups Retail 120

Experience Matters

JULY 31, 2018

One of the most important – but often forgotten – elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings. That’s why we’ve created a CX Sparks guide that you can download and use to lead a stimulating discussion.

Video 254

Video Customer Experience Customer Connectedness Groups 254

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x […]. For additional info, check out our VoC resource page.

Infographics 286

Infographics Resources Report Customers 286

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x 24″): poster in pdf, poster in png Filed under: […].

Infographics 286

Infographics Report Customers Customer Experience 286

Experience Matters

MAY 7, 2018

Voice of the Customer (VoC) programs are a critical component for many CX efforts. Here are links to download different versions of the infographic: Infographic: in .png pdf format Here are links to the research referenced in the infographic: State of VoC Programs, 2017 Renovating Your Voice of the Customer Program. poster: in

Infographics 206

Infographics NPS Resources Customers 206

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. Download report for $195 To successfully deploy customer-centric AI, companies need to: Integrate the elements of the Human Conversational Model into the Read More.

Customer Centricity 194

Customer Centricity Chatbots Groups Report 194

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. The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®.

Report 185

Report Study Industry Interaction 185

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. Here are links to download different versions of the infographic: Infographic: in .jpg This infographic provides an overview. jpg format 18? poster: in .png poster: in .png

Infographics 163

Infographics Report Customer Experience Data 163

Experience Matters

MAY 18, 2015

Do you want to examine experiences through the eyes of your customers? Try using Temkin Group’s SLICE-B Experience Review Methodology. Download SLICE-B Scorecard (.pdf). The extent to which the customer is drawn into the experience. The ease in which the customer can find what she needs.

Video 120

Video Groups Report Brands 120

Experience Matters

DECEMBER 29, 2015

Here’s the executive summary: Companies recognize that customer feedback and insights are critical for understanding customers, so they often create Voice of the Customer (VoC) programs as one of their first customer experience priorities. Download report for $195.

Report 120

Report Groups Consulting Feedback 120

Experience Matters

SEPTEMBER 29, 2015

We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. Here’s the executive summary: Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren’t capturing enough value from their CJM efforts.

Customer Journeys 120

Customer Journeys Customer Centricity Groups Report 120

Experience Matters

JULY 7, 2015

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers. Download report for $195.

Contact Center 120

Contact Center Customer Insights Report Government 120

Experience Matters

DECEMBER 22, 2015

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. Download report for $195. Download report for $195.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Experience Matters

SEPTEMBER 16, 2015

Our analysis shows that promoters are much more likely than detractors to spend more money with tech vendors, try new products and services when they are announced, and forgive their tech vendors after a bad experience. Download report for $695. Download report for $695. It also includes the summary NPS scores from 2014.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

NOVEMBER 18, 2015

Download report for $395. Download report for $395. If you want to know what data is included in this report and dataset, download this sample Excel dataset file. USAA, JetBlue Airways, TriCare, credit unions, ACE Rent A Car, Apple, and Georgia Power have loyalty levels that most outperform their industry averages.

Report 120

Report Loyalty Insurance Retail 120

Experience Matters

OCTOBER 27, 2015

We published a Temkin Group report, State of Voice of the Customer Programs, 2015 : This is the fifth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization. Download report for $195. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014.

Report 120

Report Effort Score Groups Analytics 120

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. Download report for $495. Download report for $495. Investment firms have the largest generation gap. includes report plus dataset in Excel).

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

MAY 5, 2015

Download report for $195. Download report for $195. This analysis looks at the frequency with which consumers in different age groups use computers and mobile phones to access Facebook, LinkedIn, Twitter, Google+, Pinterest, Tumblr, and third-party rating sites. We also examine how usage rates vary by mobile phone type.

Social Media 120

Social Media Data Groups Analysis 120

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

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 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160