INDUSTRY INSIGHTS YOUR PEERS ARE READING
In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . MORE
apparel industry market is the biggest in the world, according to Statista. While wearable accessory tech like smart watches, bracelets, and now rings may be commonplace, there are new intelligent clothing choices transforming the apparel industry — specifically shoes. The U.S. MORE
We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries. The post 2018 Temkin Experience Ratings: 20 Industry Snapshots appeared first on Customer Experience Matters®. 2018 Temkin Ratings Customer experience Industry Data MORE
The auto industry is at a crossroads. At the 13 th annual Automotive CX Summit, executives from OEMs, dealers, and finance providers shared their perspective on how the industry can work together to meaningfully transform the vehicle buying and ownership experience for the better. MORE
packaged foods industry is a $378 billion year industry, and it is facing changes in the upcoming year, particularly in the packaged foods sector. The U.S. MORE
We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries over the five years of the Ratings. MORE
Since today is the last day of Customer Service Week, I’m give a shout out to industry leaders in the 2014 Temkin Customer Service Ratings. The chart below shows the leaders across 19 industries, along with where they ranked compared with the 233 companies in the ratings. MORE
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to Subway and Popeye’s Louisiana Kitchen for earning the top customer experience ratings in the fast food industry. Subway took the top spot out of the 24 fast food chains included in this year’s Ratings, earning a score of 83% and placing second overall out of 318 companies across 20 industries. MORE
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to Georgia Power and Florida Power & Light for earning the top customer experience score in the utilities industry. The post Temkin Experience Ratings Industry Snapshot: Utilities appeared first on Customer Experience Matters®. MORE
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to FedEx and UPS for earning the top customer experience scores in the parcel delivery industry. The post Temkin Experience Ratings Industry Snapshot: Parcel Delivery appeared first on Customer Experience Matters®. MORE
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. The post Temkin Experience Ratings Industry Snapshot: TVs & Appliances appeared first on Customer Experience Matters®. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. MORE
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to Holiday Inn Express and Marriott for earning the highest customer experience scores in the hotel industry. The post Temkin Experience Ratings Industry Snapshot: Hotels appeared first on Customer Experience Matters®. MORE
Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. MORE
In this research report from Astea and WBR Insights, see how field service organizations in the medical device industry are prioritizing patient satisfaction with field service management software. MORE
The food and beverage industries count on American consumers purchasing traditional barbecue fare such as burgers, hot dogs, and beer. As consumers have become more mindful about their health, low-carb, low-cal hard seltzer has made their mark in the liquor industry. MORE
pet industry has been growing year after year, with overall sales of pet products and services rising 5% in 2017. We took a look at emerging trends in the pet care industry, and dug into why pet technology is on the rise. The U.S. MORE
We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries. 2017 Temkin Ratings Customer experience Industry Dataconsumers. Here’s a link to FAQ’s about the Ratings. You can see links to all […]. MORE
Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries. The post FREE Temkin Group Industry CX Webinars appeared first on Customer Experience Matters®. MORE
Every industry strives to improve their customers’ experience with their products and services. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. MORE
This is the worst possible scenario for those in the service industry. skills to be friendly enough for the customer service industry. But what if I asked you if you’re friendly enough for the customer service industry? I watched her smile at everyone who passed her. MORE
Not only are millennials getting married in lower numbers, and at later years, they are changing everything the wedding industry . With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients. MORE
The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. The post The Technology Industry NPS® Benchmarks appeared first on CustomerGauge. MORE
We look at three industries that will likely have trouble keeping members of Gen Z as consumers. This has been an industry in decline for years, and members of Gen Z might put the final nail in the coffin. MORE
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to TriCare for earning the top customer experience score in the health plan industry. Of the 14 health plans included in this year’s Ratings, TriCare earned the highest rating with a score of 67%, which puts it in 184th place overall out of 318 companies across 20 industries. MORE
It’s no secret that the pet food industry is booming, and will continue to grow in 2019 due to two important factors: humanization and premiumization. With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients. MORE
Most recently, we looked under the hood of the autonomous vehicle industry to understand the specific emotions driving or deterring widespread adoption. Emotions play a key role in the commercial success or failure of emerging disruptive technologies. MORE
Although slow to adopt digital, the insurance industry should look at the many benefits this offers, rather than focusing on the challenges it creates. MORE
Podcast 5 customer experience competencies customer experience energy energy industry psychologyEpisode Overview. Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy. MORE
Previously, the data segmentation the movie industry used was very high-level: gender, age, income. With industry knowledge and innovative tools, QuestionPro Audience always meets the rigorous demands of our clients. Audience consumer insight Data entertainment industry MORE
Now, the utility industry is facing critical challenges driven by impending, mandatory evolution to meet energy needs and public opinion demands – while lacking the necessary internal direction to meet such goals. Utilities are the silent enablers of our modern way of life. MORE
Here are a few CACs benchmarked across a variety of industries. Knowing if you have a good customer acquisition cost can be hard. Source: Propeller MORE
Industry Related Topics Steve DiGioia
MAY 13, 2019
This is the worst possible scenario for those in the service industry. skills to be friendly enough for the customer service industry. But what if I asked you if you’re friendly enough for the customer service industry? I watched her smile at everyone who passed her.
C3Centricity
MAY 20, 2019
Every industry strives to improve their customers’ experience with their products and services. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.
Experience Matters
APRIL 23, 2018
We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries. The post 2018 Temkin Experience Ratings: 20 Industry Snapshots appeared first on Customer Experience Matters®. 2018 Temkin Ratings Customer experience Industry Data
QuestionPro Audience
MARCH 16, 2018
Previously, the data segmentation the movie industry used was very high-level: gender, age, income. With industry knowledge and innovative tools, QuestionPro Audience always meets the rigorous demands of our clients. Audience consumer insight Data entertainment industry
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We will also talk about an industry-first, innovative way. Comply with regulations Enforcing compliance amidst ever-changing industry regulations, whether it is for content, content access, or customer interactions. step-by-step dialog, and industry-compliant questions, to qualify.
Experience Matters
APRIL 4, 2017
We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries. 2017 Temkin Ratings Customer experience Industry Dataconsumers. Here’s a link to FAQ’s about the Ratings. You can see links to all […].
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Experience Matters
APRIL 6, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. The post Temkin Experience Ratings Industry Snapshot: TVs & Appliances appeared first on Customer Experience Matters®. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.
Experience Matters
APRIL 3, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to TriCare for earning the top customer experience score in the health plan industry. Of the 14 health plans included in this year’s Ratings, TriCare earned the highest rating with a score of 67%, which puts it in 184th place overall out of 318 companies across 20 industries.
Experience Matters
APRIL 5, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to Georgia Power and Florida Power & Light for earning the top customer experience score in the utilities industry. The post Temkin Experience Ratings Industry Snapshot: Utilities appeared first on Customer Experience Matters®.
QuestionPro Audience
NOVEMBER 7, 2018
packaged foods industry is a $378 billion year industry, and it is facing changes in the upcoming year, particularly in the packaged foods sector. The U.S.
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EDF Energy HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 12 In the wake of change in the energy industry – due to disruptive technologies, a. changes that were occurring in their industry, and identify opportunities to improve.
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QuestionPro Audience
OCTOBER 26, 2018
It’s no secret that the pet food industry is booming, and will continue to grow in 2019 due to two important factors: humanization and premiumization. With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients.
QuestionPro Audience
MAY 31, 2018
We look at three industries that will likely have trouble keeping members of Gen Z as consumers. This has been an industry in decline for years, and members of Gen Z might put the final nail in the coffin.
Experience Matters
SEPTEMBER 13, 2018
Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries. The post FREE Temkin Group Industry CX Webinars appeared first on Customer Experience Matters®.
Customer Bliss
SEPTEMBER 5, 2017
Podcast 5 customer experience competencies customer experience energy energy industry psychologyEpisode Overview. Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy.
Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA
Take the High Road” : When to walk away from legacy practices that have defined your industry. In this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation.
QuestionPro Audience
AUGUST 16, 2018
Not only are millennials getting married in lower numbers, and at later years, they are changing everything the wedding industry . With industry knowledge, innovative tools, and purchasing power, QuestionPro Audience always meets the rigorous demands of our clients.
Experience Matters
OCTOBER 10, 2014
Since today is the last day of Customer Service Week, I’m give a shout out to industry leaders in the 2014 Temkin Customer Service Ratings. The chart below shows the leaders across 19 industries, along with where they ranked compared with the 233 companies in the ratings.
North Highland
MAY 17, 2019
Now, the utility industry is facing critical challenges driven by impending, mandatory evolution to meet energy needs and public opinion demands – while lacking the necessary internal direction to meet such goals. Utilities are the silent enablers of our modern way of life.
Experience Matters
APRIL 13, 2015
We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries over the five years of the Ratings.
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companies across all industries. 29% say it is from industry and. New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text.
Vision Critical
JUNE 30, 2017
The auto industry is at a crossroads. At the 13 th annual Automotive CX Summit, executives from OEMs, dealers, and finance providers shared their perspective on how the industry can work together to meaningfully transform the vehicle buying and ownership experience for the better.
Customer Bliss
MAY 31, 2018
In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. .
Smarter CX
APRIL 10, 2019
apparel industry market is the biggest in the world, according to Statista. While wearable accessory tech like smart watches, bracelets, and now rings may be commonplace, there are new intelligent clothing choices transforming the apparel industry — specifically shoes. The U.S.
Experience Matters
APRIL 2, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to Holiday Inn Express and Marriott for earning the highest customer experience scores in the hotel industry. The post Temkin Experience Ratings Industry Snapshot: Hotels appeared first on Customer Experience Matters®.
Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor
Astea
JANUARY 31, 2019
In this research report from Astea and WBR Insights, see how field service organizations in the medical device industry are prioritizing patient satisfaction with field service management software.
Customer Bliss
OCTOBER 4, 2018
Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences.
DemandJump
APRIL 19, 2019
Here are a few CACs benchmarked across a variety of industries. Knowing if you have a good customer acquisition cost can be hard. Source: Propeller
QuestionPro Audience
JUNE 21, 2018
The food and beverage industries count on American consumers purchasing traditional barbecue fare such as burgers, hot dogs, and beer. As consumers have become more mindful about their health, low-carb, low-cal hard seltzer has made their mark in the liquor industry.
Speaker: Tony Medrano, CEO of RapportBoost.ai
Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.
Jacada
SEPTEMBER 19, 2017
Although slow to adopt digital, the insurance industry should look at the many benefits this offers, rather than focusing on the challenges it creates.
Chadwick Martin Bailey
APRIL 30, 2019
Most recently, we looked under the hood of the autonomous vehicle industry to understand the specific emotions driving or deterring widespread adoption. Emotions play a key role in the commercial success or failure of emerging disruptive technologies.
Experience Matters
APRIL 9, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to Subway and Popeye’s Louisiana Kitchen for earning the top customer experience ratings in the fast food industry. Subway took the top spot out of the 24 fast food chains included in this year’s Ratings, earning a score of 83% and placing second overall out of 318 companies across 20 industries.
Experience Matters
APRIL 6, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to FedEx and UPS for earning the top customer experience scores in the parcel delivery industry. The post Temkin Experience Ratings Industry Snapshot: Parcel Delivery appeared first on Customer Experience Matters®.
Speaker: Rick Nucci, Co-Founder & CEO of Guru
With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry.
QuestionPro Audience
JUNE 22, 2018
pet industry has been growing year after year, with overall sales of pet products and services rising 5% in 2017. We took a look at emerging trends in the pet care industry, and dug into why pet technology is on the rise. The U.S.
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