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. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Qualtrics

JANUARY 22, 2021

As part of our Breakthrough Builders series, we chatted with ‘The Godfather of Experience Management’ Bruce Temkin, Head of Qualtrics XM Institute. After starting his career as an engineer designing submarine missile systems for several years, it dawned on Bruce that he loves to understand “why” things happen as opposed to “how” they happen.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

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

Experience Matters

NOVEMBER 17, 2016

Intuitive thinking—also known as System […]. In order to ease this cognitive burden, people have evolved two modes of thinking—intuitive thinking and rational thinking—to help us make decisions more efficiently.

System 120

System Customer Connectedness Customer Experience Customers 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. After declining for the past two years, the industry average NPS increased to 31.8

NPS 120

NPS Net Promoter Score Report B2B 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.

Report 120

Report Effort Score Groups Analytics 120

Experience Matters

JULY 11, 2018

In addition to helping build successful NPS systems, we often provide a basic overview for executive teams and broader audiences of employees. Video) appeared first on Customer Experience Matters®. Net Promoter® Score (NPS®) is one of the most popular CX metrics, so we are often asked to discuss it with clients.

Net Promoter Score 36

Net Promoter Score Video NPS Metrics 36

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. P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

CSM Magazine

JUNE 3, 2021

Ross Daniels at Calabrio outlines the obstacles and how to tackle them using 3 winning strategies for connecting staff and customers. In our last two articles, we established what it means to be a Connected Enterprise and the benefits such connectedness brings. We then discovered how everyone gains, from employees to customers.

Connections 52

Connections Customer Connectedness Gamification Call Recording 52