Mastering Customer Experience Metrics (Infographic)

Experience Matters

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

The Six Key Traits of Human Beings (Video)

Experience Matters

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. Customer Connectedness Customer experience Temkin Group Video

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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. Customer Connectedness Customer experience CX measurement InfographicHere are some of insights from the report, State of CX Metrics, 2015.

Building A Strong Voice of The Customer Program (Infographic)

Experience Matters

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. The post Building A Strong Voice of The Customer Program (Infographic) appeared first on Customer Experience Matters®.

State of Voice of the Customer (Infographic)

Experience Matters

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 […]. CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Infographic Voice of the customer

State of Voice of the Customer (Infographic)

Experience Matters

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: […]. CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Infographic Voice of the customer

Propelling Experience Design (Infographic)

Experience Matters

Here are links to download different versions of the infographic: Infographic: in .jpg The post Propelling Experience Design (Infographic) appeared first on Customer Experience Matters®. CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience InfographicIn the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design.

Report: B2B Customer Experience Best Practices

Experience Matters

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.

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Report: The Future of Customer Experience Insights

Experience Matters

We published a Temkin Group report, The Future of Customer Experience Insights. The report identifies five trends that will redefine the value and role of customer feedback and insights. Download report for $195.

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Report: What Happens After a Good or Bad Experience, 2018

Experience Matters

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. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries. The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®.

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Making AI Customer-Centric

Experience Matters

The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread in customer experience. In this report, Temkin Group creates a model and shares best practices for AI-Driven Interfaces (AIDI), which we define as digital interactions with customers that are being directly manipulated by machine learning algorithms. The post Making AI Customer-Centric appeared first on Customer Experience Matters®.

Report: Behavioral Guide to Customer Experience Design

Experience Matters

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.

Temkin Group’s SLICE-B Experience Review Methodology (Video)

Experience Matters

Do you want to examine experiences through the eyes of your customers? Download SLICE-B Scorecard (.pdf). Scenario Review) methodology where you go through a specific scenario with a specific customer type in mind, looking for experience flaws along the way.

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Report: State of Voice of the Customer Programs, 2015

Experience Matters

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.

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Maximizing Value From Customer Journey Mapping

Experience Matters

We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. Download report for $195. Here are the 23 best practices in the report: Download report for $195. Best Practices Customer Connectedness Customer experience Temkin Group Research

Report: Unlocking Customer Insights From Contact Centers

Experience Matters

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.

Report: 2015 Temkin Experience Ratings

Experience Matters

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. Download report for Free You can also download the dataset in Excel for $395. Effort : How easy is it for customers to do what they want to do?

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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. Companies are best at measuring customer service and phone-based experiences and worst at measuring the experiences of prospects and customers who defect. Download report for $195.

Report: Tech Vendors: Product and Relationship Satisfaction, 2016

Experience Matters

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

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Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

Download report for $495. Here are the NPS scores across 20 industries: Download report for $495. If you want to know what data is included in this report and dataset, download this sample Excel dataset file.

Report: Net Promoter Score Benchmark Study, 2015

Experience Matters

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.

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.

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Report: Make Your VoC Action-Oriented

Experience Matters

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.

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Data Snapshot: Media Use Benchmark, 2015

Experience Matters

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

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Report: State of VoC Programs, 2014

Experience Matters

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.

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Data Snapshot: Customer Experience Expectations and Plans for 2015

Experience Matters

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.

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Report: Case Studies in Text Analytics

Experience Matters

Download report for $195. Here’s a summary of how they’ve successfully used text analytics across what we call the 6 D’s of of a Voice of the Customer Program: Download report for $195. We just published a Temkin Group report, Case Studies in Text Analytics.

Report: Lessons in CX Excellence, 2015

Experience Matters

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

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Report: 2015 Temkin Loyalty Index

Experience Matters

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. We published a Temkin Group report, 2015 Temkin Loyalty Index.

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Report: Tech Vendor NPS Benchmark, 2015 (B2B)

Experience Matters

Download report for $695. If you want to know more about the data file, download this SAMPLE SPREADSHEET without the data (.xls). Download report for $695.

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Report: What Happens After a Good or Bad Experience, 2015

Experience Matters

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.

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Data Snapshot: Social Media Benchmark, 2015

Experience Matters

Download report for $195. Download report for $195. Customer Connectedness Customer experience Temkin Group Research TrendsWe just published a Temkin Group data snapshot, Social Media Benchmark, 2015.

Report: The State of CX Metrics, 2015

Experience Matters

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.

Report: The State of the CX Management, 2015

Experience Matters

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

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Customer Experience Strategy: An A to Z Glossary

Lumoa

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. How to take actions on customer experience? Listen to your customers.

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

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. How to take actions on customer experience? Listen to your customers.