Report: Five Steps For Building A Strong CX Metrics Program

Experience Matters

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.

Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. 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®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.

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: ROI of Customer Experience, 2016

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2016. Bruce Temkin Research Business impact CCXP6 Metrics, Measurement, and ROI Customer experience CX measurement Net Promoter ROI of Customer Experience Temkin Group Research analytics text analyticsThis research shows that CX is highly correlated to loyalty across 20 industries.

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

A recent report found. This report from. Not only that, another report revealed that. of contact centers measure. Contact centers measure. to measure and monitor where. contact center, measure agent. reporting, visualize.

Report: ROI of Customer Experience, 2015

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2015. This report also includes a five-step approach for building a model that estimates the value of CX for your organization. Download report for $295.

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Report: 2015 Temkin Loyalty Index

Experience Matters

We published a Temkin Group report, 2015 Temkin Loyalty Index. This report ranks the loyalty of consumers to 293 companies across 20 industries. Download report for $395. includes report plus dataset in Excel). Download report for $395.

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Report: Net Promoter Score Benchmark Study, 2015

Experience Matters

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

11 Customer Service Metrics to Start Measuring

GetFeedback

But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. To measure customer happiness, turn to CSAT, CES, and NPS. How do you measure it?

Report: The State of CX Metrics, 2017

Experience Matters

We published a Temkin Group report, The State of CX Metrics, 2017. The post Report: The State of CX Metrics, 2017 appeared first on Customer Experience Matters®. Best Practices Bruce Temkin Research CCXP6 Metrics, Measurement, and ROI Customer experience CX measurement Isabelle Zdatny Research Jen Rodstrom Research Temkin Group Research customer experience metrics cx metrics loyalty

How to Measure Net Promoter Score (NPS) With Salesforce

GetFeedback

The NPS survey measures long-term customer satisfaction and customer loyalty—two fundamentals for modern organizations. Measuring NPS with Salesforce. When you integrate NPS with Salesforce, you can filter and supplement reporting with additional customer data.

Report: 2016 Temkin Experience Ratings of Tech Vendors

Experience Matters

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. B2B CX Benchmarks Bruce Temkin Research Business impact CCXP6 Metrics, Measurement, and ROI Customer experience ROI of Customer Experience Tech Vendors Temkin Group Research

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Report: Five Steps For Building A Strong CX Metrics Program

Experience Matters

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.

Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. Download report for $495. includes report plus dataset in Excel).

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

Experience Matters

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®. 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.

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Report: Evaluating Mobile eGift Card Purchasing Experiences

Experience Matters

We published a Temkin Group report, Evaluating Mobile eGift Card Purchasing Experiences. The report uses Temkin Group’s SLICE-B experience review methodology to assess the mobile sites of 10 retailers. Download report for $195.

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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: The State of CX Metrics, 2016

Experience Matters

We published a Temkin Group report, The State of CX Metrics, 2016. Assessments Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP3 Organizational Adoption and Accountability CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Trends Voice of the customer customer experience metrics cx metrics metrics

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. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014.

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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. 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. 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 State of CX Metrics, 2015

Experience Matters

We published a Temkin Group report, The State of CX Metrics, 2015. Companies are best at measuring customer service and phone-based experiences and are worst at measuring the experiences of prospects and customers who defect. Download report for $195.

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. Here’s the […].

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The future of VOC measurement – don’t let organisations do it themselves!

ijgolding

Perhaps more than anything else, the way they tend to measure CX is failing to provide a truly accurate representation of the truth. For the first time, all UK banks will have their VOC measured completely independently.

Report: The Customer Journeys That Matter The Most

Experience Matters

In this report, we: Examine feedback from 10,000 U.S. The post Report: The Customer Journeys That Matter The Most appeared first on Customer 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 customer

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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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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: The State of CX Metrics, 2016

Experience Matters

We published a Temkin Group report, The State of CX Metrics, 2016. Assessments Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP3 Organizational Adoption and Accountability CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Trends Voice of the customer customer experience metrics cx metrics metrics

Report: 2016 Temkin Experience Ratings of Tech Vendors

Experience Matters

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. B2B CX Benchmarks Bruce Temkin Research Business impact CCXP6 Metrics, Measurement, and ROI Customer experience ROI of Customer Experience Tech Vendors Temkin Group Research

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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. Assessments Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP3 Organizational Adoption and Accountability Customer Connectedness Customer experience CX measurement Jen Rodstrom Research Temkin Group Research Trends Voice of the customer analytics customer analytics

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How smart brands measure customer intelligence ROI

Vision Critical

This raises the question: What is the ROI of customer intelligence and how do you measure it? Rather than waiting for research reports or managing focus groups, cloud-based platforms provide a faster, more cost-effective way to engage with thousands of customers in real time.

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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

Report 171

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. Here’s the […].

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3 Tools to Measure Authentic Customer Emotions in Real-Time

Beyond Philosophy

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies.

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Report: Lessons in CX Excellence, 2015

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms.

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Report: Employee Engagement Competency & Maturity, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Download report for $195. The report includes data for benchmarking your organization’s employee engagement competency and maturity levels. Download report for $195.

Measuring Customer Loyalty Shouldn’t Be Difficult

Kayako

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. How do you measure customer loyalty with metrics?

Report: Employee Engagement Benchmark Study, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. Download report for $195. Download report for $195.