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. The post Mastering Customer Experience Metrics (Infographic) appeared first on Customer Experience Matters®. CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience CX measurement Infographic

CX Myth #5: Wow Customers During Every Interaction

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical. The post CX Myth #5: Wow Customers During Every Interaction appeared first on Customer Experience Matters®.

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.

Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018.

Report: Net Promoter Score Benchmark Study, 2016

Experience Matters

Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […]. Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

B2B CX Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Net Promoter Tech Vendors Temkin Group ResearchWe just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations.

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Want Loyal Customers? Start Talking About Their Emotions!

Experience Matters

Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated? That’s because how customers feel […]. CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Emotion ROI of Customer Experience

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CX Myth #4: Net Promoter Score Is The Best/Worst Metric

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. The post CX Myth #4: Net Promoter Score Is The Best/Worst Metric appeared first on Customer Experience Matters®. Customer Connectedness Customer experience CX measurement Net Promoter 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. CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Infographic Voice of the customerHere’s some interesting data snippets from the recent report, State of VoC Programs, 2016. For additional info, check out our VoC resource page.

State of Voice of the Customer (Infographic)

Experience Matters

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Infographic Voice of the customerHere’s some interesting data snippets from the recent report, State of VoC Programs, 2016.

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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Report: State of Voice of the Customer Programs, 2016

Experience Matters

We published a Temkin Group report, State of Voice of the Customer Programs, 2016. This is the sixth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization. Here’s the executive summary: For the sixth straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer […].

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Report: The State of CX Metrics, 2016

Experience Matters

Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […]. We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Report: What Happens After a Good or Bad Experience, 2017

Experience Matters

Benchmarks Bruce Temkin Research Business impact CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Industry Data Temkin Group Research Voice of the customerWe just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

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Report: Tech Vendor NPS Benchmark, 2016 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years. Here’s the executive summary: For the […].

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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.

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Report: The Customer Journeys That Matter The Most

Experience Matters

Few organizations deliver outstanding experiences to their customers. To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries. Identify which customer journeys consumers think most need improvement and look at how those responses differ across age groups.

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Report: Net Promoter Score Benchmark Study, 2017

Experience Matters

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of almost 300 companies across 20 industries based on a survey of 10,000 U.S. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017.

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. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015.

Report: The State of CX Metrics, 2016

Experience Matters

Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […]. We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Report: Lessons in CX Excellence, 2017

Experience Matters

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

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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

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: 2015 Temkin Loyalty Index

Experience Matters

Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analyticsWe published a Temkin Group report, 2015 Temkin Loyalty Index.

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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.

Report: Lessons in CX Excellence, 2018

Experience Matters

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This past November, we named six organizations the winners of Temkin Group’s 2017 Customer Experience Excellence Award – AARP, Allianz Worldwide Partners, Century Support Services, Nurse Next Door Home Care Services, Reliant, and Sage. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®.

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Report: Tech Vendors: Product and Relationship Satisfaction, 2017

Experience Matters

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors. HPE outsourcing, […].

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Report: Tech Vendors: Product and Relationship Satisfaction, 2017

Experience Matters

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors. HPE outsourcing, […].

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Report: Lessons in CX Excellence, 2017

Experience Matters

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

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Stop Surveying (And Ignoring) Your Customers

Experience Matters

I just ran into a great (negative) example of my 6th CXtip : Don’t waste customers’ time asking them questions unless you are prepared to act on what they say. Resort leader(s) decided that it was a good idea to survey its customers and get some data.

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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. Best Practices Customer Connectedness Customer experience Temkin Group Research

Our CX Data Doesn’t Match Industry Benchmarks, Now What?

Experience Matters

Given that I created several of those industry measurements, it’s fair for […]. Customer Connectedness Customer experienceI am often asked some version of this question: We just saw the <Temkin Experience Ratings, Temkin Group’s NPS benchmark, Forrester’s CXi, JD Powers, The ASCI> and it is completely different from what our internal data is telling us. How should we reconcile the two data points?

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.

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.

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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.

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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. It’s no accident that Amazon.com scores so consistently high in the Temkin Experience Ratings and Temkin Customer Service Ratings. Listen to customers. Invent for customers.

What is Net Promoter Score? (Video)

Experience Matters

Video) appeared first on Customer Experience Matters®. CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Video

Simple Lessons From Great Clips’ Success

Experience Matters

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. The hair care industry was fragmented and organized around the stylist, not the customer. He was clear about what his customers want: quality, convenience, and value.

An Article On Customer Experience That Actually Makes Sense

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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.

11 Customer Experience Trends for 2016 (The Year of Emotion)

Experience Matters

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.

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