Experience Matters

DECEMBER 30, 2014

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

Experience Matters

NOVEMBER 14, 2014

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. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3. Listen to customers. Invent for customers.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

Experience Matters

JANUARY 22, 2015

Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the customer (VoC) program. The bottom line : Great companies learn from, and act upon, the voice of their customers. Customer Connectedness Temkin Group Video Voice of the customer'

Customer Connectedness 120

Customer Connectedness Video NPS Groups 120

Experience Matters

JUNE 11, 2018

It defines how organizations flow through six stages of customer experience maturity: Ignore, Explore, Mobilize, Operationalize, Align, and Embed by mastering Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Video 185

Video Customer Connectedness Employee Engagement Brand Values 185

Experience Matters

NOVEMBER 24, 2015

We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes. Download report for $195.

B2B 120

B2B Customer Connectedness Report Customer Experience 120

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 120

Experience Matters

SEPTEMBER 29, 2014

McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 Customer experience Fred Ehle McDonalds'

Customer Connectedness 264

Customer Connectedness ROI Employee Engagement Brand Values 264

Experience Matters

NOVEMBER 25, 2014

To evaluate the customer experience of mobile websites, we used Temkin Group’s SLICE-B experience review methodology to assess the experience of buying an eGift Card from ten large retailers: Home Depot, Lowe’s, Walmart, Target, Walgreens, CVS, Starbucks, Dunkin’ Donuts, Best Buy, and RadioShack.

Report 265

Report Customer Connectedness Retail Groups 265

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.

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Case Study Study Analytics Report 246

Experience Matters

OCTOBER 21, 2014

Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics' Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

Net Promoter Score 259

Net Promoter Score Study Report Customer Connectedness 259

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.

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Infographics Customer Connectedness Metrics Measurement 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. The bottom line: VoC programs have a lot of maturing to do.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

Experience Matters

OCTOBER 26, 2015

I’ve decided to take on a personal challenge: Tweeting a new customer experience tip for 100 straight days. The tips will cover the four customer experience core competencies : Purposeful Leadership (PL) , Compelling Brand Values (CBV) , Employee Engagement (EE) and Customer Connectedness (CC). cx #custexp (CC).

Customer Connectedness 120

Customer Connectedness Tips Customer Experience Employee Engagement 120

Experience Matters

OCTOBER 8, 2014

As part of yesterday’s Customer Experience Day celebration , I attended a CXPA local networking event at the Dana-Farber Cancer Institute (DFCI) in Boston. It’s a powerful concept for anyone who cares about customer experience. Your customers are the same. Goals, not just interactions. Caring, not just doing.

Customer Connectedness 298

Customer Connectedness Brand Values Employee Engagement Tips 298

Experience Matters

AUGUST 28, 2014

Analysts who work with customer data are often frustrated by the slow uptake in its usage. Look for what resonates with him/her and customize the data in those areas. The bottom line : Help your business partners develop a customer-centric mindset. Customer Connectedness Customer experience'

Customer Connectedness 314

Customer Connectedness Data Customer Centricity Analysis 314

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. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Matters

JUNE 4, 2015

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. So, whats the answer?

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

Experience Matters

NOVEMBER 20, 2014

As I mentioned in my post about Amazon’s relentless customer advocacy , I recently attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Here’s my take on some of what he presented: Focus on the Customer. Think about adopting customer journey thinking.

Customer Connectedness 245

Customer Connectedness Brand Values Comparison Metrics 245

Experience Matters

APRIL 16, 2015

Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer' Here’s a portion of the first figure from the data snapshot that contains 12 data-rich charts: Download report for $195. The bottom line: Mobile use continues to rise.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? We want to fix that.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

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., Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

JANUARY 13, 2016

Filed under: B2B CX , Benchmarks , Customer Connectedness , Net Promoter , Tech Vendors , Temkin Group Research. If you want to know more about the data file, download this SAMPLE SPREADSHEET without the data (.xls). Download report for $495. includes Excel spreadsheet with data).

Report 120

Report Customer Connectedness B2B Groups 120

Experience Matters

MARCH 3, 2015

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. The Temkin Experience Ratings are based on evaluating three elements of experience : Success : How well do experiences meet customers’ needs? Effort : How easy is it for customers to do what they want to do?

Report 120

Report Customer Connectedness Airlines Retail 120

CSM Magazine

JUNE 24, 2021

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. So, how can organisations become a Connected Enterprise that holds better customer conversations?

Connections 52

Connections Customer Connectedness Analytics Call Recording 52

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.

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Report Customer Connectedness Management Effort Score 120

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint. See the 2015 Temkin Effort Ratings.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

APRIL 3, 2015

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. In other words, what customers experience outside is based on what’s going on inside. To consistently differentiate your customer experience, you need to transform your culture.

Culture 120

Culture Customer Connectedness Airlines Employee Engagement 120

Experience Matters

FEBRUARY 25, 2015

Internet service providers and TV service providers deliver bad experiences more frequently than any other industries, as exemplified by Comcast and Charter Communications, each of which delivers a bad experience to about one in four customers, the most of any companies. Download report for $195.

Report 120

Report Customer Connectedness Groups Retail 120

Clicktools

MAY 19, 2017

There’s renewed talk around the very old subject (relatively speaking in Tech years) of CRM being the key solution to support a unified customer experience. These days, delivering a superior customer experience means knowing your customers better than ever before.

CRM 45

CRM Customer Connectedness Employee Engagement Social Media 45

Experience Matters

MAY 24, 2018

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. The post Mastering Customer Experience Metrics (Infographic) appeared first on Customer Experience Matters®. You can see different ways to download this infographic below. png format, in .pdf

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Infographics Metrics Customer Experience Customers 319

Clicktools

MAY 18, 2017

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. Compelling Brand Values : Deliver on your brand promises to customers.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Experience Matters

DECEMBER 5, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. All interactions should aim to meet your target customers’ success, effort, and emotional expectations, but in many cases they aren’t looking to be wowed.

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Interaction Customers Meeting Customer Experience 280

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

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. For additional info, check out our VoC resource page.

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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. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016.

Infographics 286

Infographics Report Customers Customer Experience 286

Experience Matters

JUNE 18, 2018

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. As I discussed in a previous post, many customer success organizations still look a lot like old-fashioned account management teams.

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Customer Success Fashion B2B Customers 202

Eptica

APRIL 25, 2018

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. Customer Connectedness: Infuse customer insight across the organization.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49