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. Download report for $195.

Use Customer Insights To Close Four Loops

Experience Matters

Companies that have voice of the customer (VoC) programs (including NPS) often put in place a closed-loop process. Those efforts often focus on closing a single loop, immediately responding to a customer after they respond to a survey. In the report, Make Your VoC Action-Oriented, […]. CCXP2 Voice of the Customer, Customer Insight, and Understanding Customer Connectedness Customer experience Net Promoter Voice of the customer

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. 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 ResearchThe 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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Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

This report. The findings suggest an alarming problem: companies lack sufficient insight. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. Revenue and customer feedback are.

The Breadth of Customer Insight

CX Journey

Different businesses continue to use the term “Customer Insight” to mean different things. In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight.

How to engage millennials for customer insight and marketing

Vision Critical

What are the consumer insight best practices when trying to engage millennials? RELATED RESOURCE: The Everything Guide to Millennials [Report]. And with the ubiquity of mobile, Millennials expect a seamless customer experience regardless of the device they‰’re using.

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.

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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: Lessons in CX Excellence, 2017

Experience Matters

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. This report has rich insights about both B2B and B2C customer experience.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. A recent report found. customers to order their favorite. to customers.

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. In this report, we: Examine feedback from 10,000 U.S. Identify which customer journeys consumers think most need improvement and look at how those responses differ across age groups.

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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.

Report 334

Report: Lessons in CX Excellence, 2018

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. This report: Highlights specific examples of Read More.

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Report: The State of CX Metrics, 2016

Experience Matters

We published a Temkin Group report, The State of CX Metrics, 2016. 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 […]. This is the sixth year of this study that examines the CX metrics efforts within large companies.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

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: What Happens After a Good or Bad Experience, 2017

Experience Matters

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017. 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 customer

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Report: Net Promoter Score Benchmark Study, 2017

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers.

Report: The Shift To Customer Journey Insights

Experience Matters

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs. However, current insights’ efforts tend to focus on individual interactions rather than on a customer’s entire journey, and as a result, they often fail to provide a complete picture of a […].

Report 120

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Report: Capturing Insights from Online Customer Communities

Experience Matters

We published a Temkin Group report, Capturing Insights from Online Customer Communities. Here’s the executive summary: Companies across a range of industries use online customer communities to augment their customer support, marketing, and product innovation efforts. However, when used thoughtfully, these online communities can provide value far beyond their original purpose. Because these communities signify an […].

Report 139

Forrester Report on the State of Customer Analytics 2018

CloudCherry

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. This report looks at what worked in 2018 in customer analytics and measurement. In this blog, we will discuss the key highlights of this report.

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Report: Renovating Your Voice of the Customer Program

Experience Matters

We just published a Temkin Group report, Renovating Your Voice of the Customer Program. Here’s the executive summary: Voice of the customer (VoC) programs are essential to any customer experience effort. Best Practices Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding Customer Connectedness Jen Rodstrom Research Temkin Group Research Voice of the customer

Report 139

Report: Capturing Insights from Online Customer Communities

Experience Matters

We published a Temkin Group report, Capturing Insights from Online Customer Communities. Here’s the executive summary: Companies across a range of industries use online customer communities to augment their customer support, marketing, and product innovation efforts. However, when used thoughtfully, these online communities can provide value far beyond their original purpose. Because these communities signify an […].

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Report: The State of CX Metrics, 2016

Experience Matters

We published a Temkin Group report, The State of CX Metrics, 2016. 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 […]. This is the sixth year of this study that examines the CX metrics efforts within large companies.

Report: State of Voice of the Customer Programs, 2017

Experience Matters

We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. Here’s the executive summary: For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. This report also includes data from these companies’ responses to help you benchmark your own company’s VoC efforts.

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Report: Lessons in CX Excellence, 2017

Experience Matters

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. This report has rich insights about both B2B and B2C customer experience.

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Report: Five C’s of Mobile VoC Disruption

Experience Matters

We just published a Temkin Group report, Five C’s of Mobile VoC Disruption: Best Practices for Embracing the Power of Mobile in Your Voice of the Customer Program. As mobile continues to grow in importance, companies will need to renovate their voice of the customer (VoC) programs. Best Practices CCXP2 Voice of the Customer, Customer Insight, and Understanding Customer Connectedness Customer experience Temkin Group Research Voice of the customer

Report 130

Report: The Secret to B2B2C Customer Experience Success

Experience Matters

We published a Temkin Group report, The Secret to B2B2C Customer Experience Success. Here’s the executive summary: Many companies reach their end customers through a variety of channel partners—from independent agents and dealerships, to resellers and distributors.

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The breadth of Customer Insight

Peter Lavers

Different businesses continue to use the term “Customer Insight” to mean different things. Even in our poll of over 100 customer insight leaders, only half of you considered data management or database marketing to be part of Customer Insight.

The Rise of the Customer Insight Business

CSM Magazine

Being customer led makes for better businesses. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. Customer closeness doesn’t happen accidentally. It’s as simple as that.

Report: The State of the CX Management, 2015

Experience Matters

We just published a Temkin Group report, The State of the CX Management, 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. Download report for $195.

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The Big Book of Customer Insight, Data & Analytics

CSM Magazine

Customer insight, data & analytics have become an integral part of customer experience. Topics covered within the report include: Trends and challenges within customer insight, data & analytics. The changing customer insight landscape.

Find out how Agendor uncovered critical customer insights with NPS® Surveys

Survicate

Survicate customer since: February 2018. He says that “As a Product Manager, I needed to be closer to our customers in order to listen to them, recognize good ideas, and improve communication”. Initially, Tulio collected feedback from customers simply by sending regular emails. The response rate rose significantly, because now surveys pop up when customers are active in the panel. Survicate automatically combines the user data with their answers in one report.

How to Drive Voice of Customer Insights Company-wide: 3 Steps

ClearAction

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? 1 It’s rare because we underestimate employees’ interest in customer sentiment.

You Need a Customer Insights Center of Excellence – Get Started With What You Have Now

Forrester's Customer Insights

There's a big insights gap out there. Not enough insights are turning into actions that matter, despite continued investment in data, people, and technology. That's up from 2015, but only by 3 percentage points - out of alignment with the investment in insights capabilities.