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Report: The State of Customer Experience Metrics, 2014

Experience Matters

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
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Examining Amazon.Com’s Relentless Customer Advocacy

Experience Matters

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.

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Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics'

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Report: Evaluating Mobile eGift Card Purchasing Experiences

Experience Matters

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
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CX Metrics: Immature, But Improving (Infographic)

Experience Matters

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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An Article On Customer Experience That Actually Makes Sense

GetFeedback

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.

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Seven Stages to a Data-Centric Mindset

Experience Matters

Analysts who work with customer data are often frustrated by the slow uptake in its usage. As much as possible, use his/her language for metrics, measurement and objectives. Look for what resonates with him/her and customize the data in those areas. Customer Connectedness Customer experience'