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Report: The State of Customer Experience Metrics, 2014

Experience Matters

Companies are best at measuring customer service and phone-based experiences and worst at measuring the experiences of prospects and customers who defect. Assessments Benchmarks Customer Connectedness Customer experience Temkin Group Research Trends analytics text analytics'

Metrics 275
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Examining Amazon.Com’s Relentless Customer Advocacy

Experience Matters

Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. 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.

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Comcast: 5,500 New Employees Won’t Fix Customer Experience

Experience Matters

Comcast recently announced that it will add more than 5,500 customer service jobs as part of a “customer experience transformation” effort. That’s not the answer to its customer experience woes. Comcast provides terrible customer experience. Where’s a good place for Comcast execs to start?

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Report: Lessons in CX Excellence, 2015

Experience Matters

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

Report 120
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Report: 2015 Temkin Experience Ratings

Experience Matters

To view all of our ratings (experience, trust, forgiveness, customer service, and web experience), visit the Temkin Ratings website … The bottom line: Companies have a long way to go on their CX journeys. 2015 Temkin Ratings Benchmarks Customer Connectedness Customer experience Temkin Group Research'

Report 120
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A Connected Enterprise – 3 Ways to Turn Theory into Practice

CSM Magazine

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. One of our customers, a leading health food retailer is a great example.

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The Emotional Decline From New Purchase To Customer Service

Experience Matters

How do consumers feel about their purchases and subsequent customer service interactions? As you can see below: Across all industries, purchasing provides a more positive emotional response than customer service. To find the answer, we asked 10,000 U.S. consumers about those experiences across 11 different industries.