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The State of B2B Customer Experience Report

GetFeedback

ReportsOur 2020 research reveals a new outlook on the CX space and how to thrive in it.

Report 332
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EyeforPharma CX Report

Storyminers

While there are several definitions available, in this report CX is described as the collection of a customer’s interactions with a company, its products, and services over the course of the customer-company relationship.[1]. Read the full report here. What is CX?

Report 173
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Combining Reports – An Answer to One of Your NPS Questions 

SurveyGizmo

Combined reporting is best done with surveys that do not change over time – such as C-SAT, NPS®, and even Employee Experience surveys. Next, create a Standard Report on any one of your identical surveys and click Combine Results located in the upper right-hand corner of your report.

Report 92
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Operationalizing XM: The Report

Experience Matters

Learn how to adopt the discipline of Experience Management in this free report. The post Operationalizing XM: The Report appeared first on Experience Matters. Operationalizing XM | Qualtrics. Customer experience Six XM Competencies XM - Experience Management

Report 163
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2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

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Styling Emails and Reports with Your Company Branding 

SurveyGizmo

But what about the reporting side of things? Reports that Look and Feel Like Your Organization. What about where you view your data and results with the Alchemer reporting features? Within a survey, navigate to the Results tab , and select Reports: .

Report 98
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Report: Humanizing Digital Interactions

Experience Matters

We just published a Temkin Group report, Humanizing Digital Interactions. Emotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. However, companies tend to ignore customer emotions, […].

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Report: Temkin Loyalty Index, 2016

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2016. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […]. Benchmarks Customer experience Temkin Group Research loyalty

Report 270
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Report: 2015 Temkin Experience Ratings

Experience Matters

Download report for Free You can also download the dataset in Excel for $395. Here’s how the industries compare with each other: Download report for FREE. We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. In the fifth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 293 organizations across 20 industries (we added utilities this year).

Report 321
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Report: ROI of Customer Experience, 2018

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2018. The post Report: ROI of Customer Experience, 2018 appeared first on Customer Experience Matters®. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies.

ROI 250
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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Report: Temkin Loyalty Index, 2016

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2016. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […]. Benchmarks Customer experience Temkin Group Research loyalty

Report 233
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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. In this report, we provide a blueprint that organizations can follow to create an actionable CX metrics program. The post Report: Five Steps For Building A Strong CX Metrics Program appeared first on Customer Experience Matters®.

Metrics 368
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State of Customer Experience 2020 – Northridge Report

Storyminers

This recent report by North Ridge has many of the basic statistics and proof points you’ll need to put together your own best case for customer experience. Click on the link at the bottom to read the full report. Read the full report here.

Report 162
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Product Update: Alchemer delivers more performance and reporting improvements

SurveyGizmo

The Alchemer product team is pleased to announce recent updates to the Alchemer platform that deliver improved performance and new Shared Report features. . Status updates have also been added so that you can easily track which Shared Report links are active or expired. .

Report 52
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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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How to Report and Analyze Like a Pro: 10 Best Practices for Reporting and Analytics in a Contact Center

NobelBiz

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Report 52
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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. To see the customer experience levels of all 293 companies, download to the free 2015 Temkin Experience Ratings report. This research shows that CX is highly correlated to loyalty across 20 industries.

ROI 328
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Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

We 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. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

B2B 267
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Report: ROI of Customer Experience, 2016

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2016. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers that describes both their experiences with and their loyalty to different companies. […].

ROI 293
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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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Report: 2018 Temkin Experience Ratings (U.S.)

Experience Matters

The post Report: 2018 Temkin Experience Ratings (U.S.) 2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

Report 248
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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. 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. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty.

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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. The report includes a readiness checklist for companies to assess their current customer insights efforts. Download report for $195. Here’s an overview of the five customer insights trends: Download report for $195.

Report 325
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2022 Report: A Survey on the Metaverse’s Business Value

West Monroe

GET THE FULL REPORT. × Report Perspective Emerging Tech Industry Transformation Leadership Digital & Technology

Report 98
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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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Report: Net Promoter Score Benchmark Study, 2016

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

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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®. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011.

Metrics 228
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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. includes report plus dataset in Excel). If you want to know what data is included in this report and dataset, download this sample Excel dataset file.

Report 222
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Report: Translating Brand Promises into Employee Behaviors

Experience Matters

We just published a Temkin Group report, Translating Brand Promises into Employee Behaviors. Here’s the executive summary: Temkin Group has found that the companies that deliver great customer experience use their brand as a blueprint for how they treat customers, which is why Compelling Brand Values is one of our four customer experience core competencies. Too […].

Report 258
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2020 Database Strategies and Contact Acquisition Survey Report

As buyer expectations continue to heighten, marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey. This report aims to highlight the current state of B2B database and contact acquisition strategies, and organizations’ goals to leverage data to fuel their go-to-market strategies in 2020 and beyond.

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Report: Behavioral Guide to Customer Experience Design

Experience Matters

We just published a Temkin Group report, Behavioral Guide to Customer Experience Design. In this report, we identify best practices for tapping into these heuristics and biases across three areas of experience design; companies can Nudge customers in the right direction, Assist them in accomplishing their goals, and Enhance their overall experience. Download report for $195.

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Report: Engaging A Tethered Workforce

Experience Matters

We just published a Temkin Group report, Engaging A Tethered Workforce. Here’s the executive summary: Companies across a number of industries create and deliver customer experiences (CX) through a combination of traditional employees and other workers who they do not directly control – such as contractors or employees of channel partners or outsourcing partners. Despite […].

Report 185
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Report: 2016 Temkin Experience Ratings

Experience Matters

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 294 organizations across 20 industries. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. This year, […].

Report 227
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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 […].

B2B 264
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Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.

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How a 10-page Report Can Help You Win Your Customer

Heart of the Customer

Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […]. The post How a 10-page Report Can Help You Win Your Customer appeared first on Heart of the Customer. This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research.

Report 104
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Changes in Consumer Habits | Download the Report

IntouchInsight

Read about the findings from the large-scale survey we conducted in early May, on changes to consumer behaviors since the inception of COVID-19. Leveraging our platform, we received over 2000 responses and identified some pretty amazing findings

Report 167
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Journal Citation Reports 2022: A preview

Clarivate

Each year, the Journal Citation Reports (JCR) release provides a summary of the network of scholarly citations from the prior year of Web of Science coverage. What might this mean for the 2022 Journal Citation Reports?

Report 138
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Report: ROI of Customer Experience, 2014

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2014. This report also includes a five-step approach for building a model that estimates the value of CX for your organization. Download report for $395. Here’s the first figure in the report: Download report for $395. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries.

ROI 316
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Customer Perceptions of the Community Experience

Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. Get a copy of the free report from Vanilla Forums today to find out how customer expectations can be addressed through community and how community can affect your brand’s bottom line.