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®. Bruce Temkin Research Customer experience ROI of Customer Experience Temkin Group ResearchHere’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S.

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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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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.

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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.

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ROI of Customer Experience (Infographic)

Experience Matters

In this infographic, we share data from the Temkin Group research report, ROI of Customer Experience 2015. Filed under: Customer experience , Infographic , ROI of Customer Experience. Customer experience Infographic ROI of Customer Experience

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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? Others use feedback to help advertising partners prove campaign ROI, which strengthens partnerships and increases ad sales.

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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. 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: 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: 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®. Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience CX measurement Industry Data Net Promoter Temkin Group Research Voice of the customer analytics text analytics

Report: Net Promoter Score Benchmark Study, 2016

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. 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

8 Key Stats to Prove Customer Experience Delivers ROI

Beyond Philosophy

So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. We discussed the best statistics to prove Customer Experience delivers ROI on our recent podcast.

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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: Economics of Net Promoter, 2015

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter, 2015. Download report for $295. Download report for $295. You mat also want to see our latest NPS Benchmark Report with NPS data on 283 companies.

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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: 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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New Report: ROI Of Customer Service & Customer Experience

Natalie Petouhof

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. These include: Recommendations and the Bottom Line: Agile Customer Care Delivers ROI .

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Report: 2017 Temkin Experience Ratings of Tech Vendors

Experience Matters

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. Here is the executive summary of the report: The 2017 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 58 large technology vendors.

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The ROI of CX Transformation

Clarabridge

It means that you should be able to calculate the real ROI of a customer experience program. In the Forrester Report: The ROI of CX Transformation, you’ll get in depth guidance around making a strong business case for CX Transformation that gets results. Brand experience.

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The ROI of CX

ForeSee

One finding from our new Utilities CX Insights report really stands out: Eighty percent of people said that they’d be willing to forgo the call center completely if utility providers. The post The ROI of CX appeared first on ForeSee. Energy & Utilities ROI of CX

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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. Here’s the […].

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New Report: The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

Natalie Petouhof

This new report looks at the importance of agile customer care. Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. Agile Customer Care Results in High ROI and Less Stressed, More Engaged Employees .

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Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B)

Experience Matters

The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®. Bruce Temkin Research Customer experience ROI of Customer Experience Temkin Group ResearchWe just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study.

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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: 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

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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Illustrating the ROI of CX

Second to None

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3].

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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®.

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

Illustrating the ROI of CX

Second to None

Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Watermark Consulting’s 2019 Customer Experience ROI Study [1]. Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3].

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Proving the ROI of the Chief Customer Officer Role, With Enrique Gomez Alonso – CB71

Customer Bliss

Understanding Quick ROI. That is important, but if that’s your strategy, your CEO (or whomever you report to) will be demanding to see results sooner than the maps are done. Episode Overview.

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: Net Promoter Score Benchmark Study, 2017

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience CX measurement Industry Data Net Promoter Temkin Group Research Voice of the customer analytics text analytics

Calculating ROI on a New Field Service Management Solution

Astea

One of the most critical questions is, ‘What kind of ROI can we expect?’. Take Astea’s interactive ROI Calculator quiz to get a personalized presentation detailing your estimated Productivity Gains, Cost Savings and Revenue Improvement. Get your free ROI report now!

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[VIDEO & QUIZ] The ROI Impact of Field Service Software

Astea

Watch our short video and take our 5-minute quiz to see what kind of ROI results your organization could achieve by implementing field service management software. Here are 4 categories of ROI benefits from implementing a field service management solution: Productivity Gains.

13 compelling stats on the ROI of Vision Critical’s customer intelligence platform

Vision Critical

Adopting a relationship-based approach to customer intelligence gathering delivers substantial value and ROI. . Here are some highlights from the report. . million over three years, translating into an ROI of 590%. That ROI is equivalent to a net present value (NPV) of $4.4

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Report: Economics of Net Promoter Score, 2016

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter, 2016. Business impact Customer experience ROI of Customer Experience Temkin Group ResearchHere’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 294 companies across 20 industries, […].

ROI of Online Cloud Communities

Natalie Petouhof

In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. Now many years later, I am hearing the same question so I revisited the topic in some new research, ROI of Online Cloud Communities.

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