Experience Matters

DECEMBER 30, 2014

Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013. The most commonly used metric is likelihood-to-recommend, which has been steadily rising in popularity over the past few years.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

InMoment XI

NOVEMBER 5, 2024

Launched in 2012, its popularity initially suffered due to a glitch that would disrupt navigation. It integrates directly with Google’s Business Profile to enable businesses to manage their listings and respond to user reviews. Apple Maps is the wayfinding solution of choice for users within the Apple ecosystem.

Connections 195

Connections Software Social Media Analysis 195

AWS Machine Learning

JANUARY 24, 2025

Lets create an Amazon S3 gateway endpoint and attach it to VPC with custom IAM resource-based policies to more tightly control access to your Amazon S3 files. The following code is a sample resource policy. Under Specify permissions use the following JSON to provide access on S3 buckets, VPC, and KMS keys. Choose Create roles.

Policies 115

Policies Groups Resources Training 115

Experience Matters

DECEMBER 31, 2014

Net Promoter Score and Market Share For 60 Tech Vendors (2012). Free eBook: The 6 Laws Of Customer Experience (2008). Infographic: The Six Laws of Customer Experience. LEGO’s Building Block For Good Experiences (2009). Report: Net Promoter Score Benchmark Study, 2013 (2013). note: See updated NPS benchmark from 2014 ].

Net Promoter Score 254

Net Promoter Score Customer Journeys Infographics Customer Experience 254

Experience Matters

NOVEMBER 13, 2017

This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. 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.

Report 227

Report Groups Survey Customer Experience 227

Experience Matters

NOVEMBER 24, 2014

The Thunder does a great job, it even won a 2012 Temkin Group CX Excellence Award. There are actually dozens of partners that create the OKC Thunder fan experience. They collectively help the Thunder achieve its mission to be “the most FAN-centric organization in professional sports.”

Sports 308

Sports Customer Experience Professionals Consulting Survey 308

Calabrio

MAY 3, 2021

Under David’s guidance, GreenPath in 2012 reorganized its field office structure so all counselors—regardless of location—now operate as part of one, single contact center. One of the most impactful things he’s done while at GreenPath is to integrate all of the company’s regional, standalone counseling centers into one unified contact center.

Contact Center 264

Contact Center Leadership Financial Survey 264

Who's Your Gladys?

NOVEMBER 4, 2014

According to a Nielsen Study conducted in 2012, ninety-two percent of consumers around the world say they trust earned media, meaning word-of-mouth and recommendations from their friends and family, above any other form of advertising. customer service article Delta Airlines Earned Media service excellence'

Airlines 168

Airlines Social Media Advertising Study 168

CX Accelerator

MAY 25, 2022

In 2012, she co-founded the blog, CustomerServiceLife.com. JENNEY DEMPSEY , a Southern California native, obtained her BA in English from San Diego State University. Jenny began her call center customer service journey on the front lines back in 2005.

Self Service 316

Self Service Social Media Contact Center Knowledge Base 316

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Image Credit: 401(K) 2012 via Creative Commons license. Sharing useful content, supporting others, and generally connecting with people will proactively build relationships and make them want to become customers. When things go wrong (and nobody’s perfect), wouldn’t you rather have something in the bank?

Banking 286

Banking Loyalty Culture Social Media 286

CloudCherry

SEPTEMBER 1, 2019

Among his noteworthy HBR articles are “Reinventing Customer Service” (November-December 2018), “Kick-Ass Customer Service” (January-February 2017), “Dismantling the Sales Machine” (November 2013), “The End of Solution Sales” (July-August 2012) and “Stop Trying to Delight Your Customers” (July-August 2010).

Conference 244

Conference Study Sales Leadership 244

CX Journey

APRIL 11, 2018

I've written about Bob Chapman several times in the past, starting with a 2012 post about his TEDxScottAFB Talk: Truly Human Leadership - Everyone Matters Define Your Employee-Centric Culture Employee Engagement Strategy?

Leadership 169

Leadership Culture Hospitality Measurement 169

Kerry Bodine

JANUARY 18, 2021

While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside. There’s even a verb associated with this process — as in, “Would you consider blurbing our book?”.

Comparison 227

Comparison Culture Groups Customers 227

ShepHyken

MARCH 25, 2025

When they first started selling razor blades in 2012, the subscription model was not as popular as it is today. It read: More like Dollar Convenience Club Theres nothing special about razor blades, but what makes Dollar Shave Club special is its customer experience model, which is built around convenience.

62

62

QuestionPro Audience

DECEMBER 8, 2017

The morning show race to ratings has always been a tight one, with NBC’s “Today” as the frontrunner for sixteen years, until “Good Morning America” finally took the lead in 2012. Good Morning America” continued to be the most popular show over the past five years, with an average of 4.66 million viewers in the 2016-2017 season, compared to 4.56

Advertising 199

Advertising Entertainment Industry Report 199

QuestionPro Audience

OCTOBER 26, 2018

Dog food sales grew 8% between 2012-17 to reach $11.8 As pet owners in the U.S., perhaps more than in any other country, treat their pets as integral members of their families, the price they are willing to pay for their beloved’s care has gone up. billion, while cat food sales increased 11% to reach $6.83 billion during that period.

Industry 170

Industry Sales Innovation Report 170

C3Centricity

NOVEMBER 5, 2018

” This post has been adapted and updated from ones which were first publicised on C3Centricity Dimensions in 2012 and 2013. C3Centricity uses images from Denyse’s book “Winning Customer Centricity.” The post How to Take Local Brands to Global Success: The 5 Rules to Fortune appeared first on c3centricity.

Brands 291

Brands How To Trends Consumers 291

AWS Machine Learning

OCTOBER 15, 2024

The following identity-based policy specifies the minimum permissions required for your IAM user to perform all the steps in this post (provide the name of the S3 bucket where your data is stored: { "Version": "2012-10-17", "Statement": [ { "Sid": "VisualEditor0", "Effect": "Allow", "Action": [ "groundtruthlabeling:ListProjects", "groundtruthlabeling:GetIntakeFormStatus", (..)

Data 89

Data Policies Groups Training 89

NICE inContact

OCTOBER 3, 2016

If a call is going long during a particularly busy time, it’s up to the Contact Center Manager, or Floor Supervisor, to assign more people to calls rather than to encourage an employee to end a call early… The record that Weinstein broke was set by Mary Tennant in 2012 at nine hours, 37 minutes.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

Customer Bliss

OCTOBER 6, 2016

I wrote a little bit about this back in 2012 , and it’s also mentioned in CCO 2.0. Once you understand that role ( we’ve been discussing it often on my podcast ), you will better understand the next steps around preventing customer churn. Prevent customer churn: Build a defector pipeline.

Chief Customer Officer 192

Chief Customer Officer Innovation Customers Sales 192

Optimove

DECEMBER 10, 2024

Optimoves AI History Started in 2012 AI-orchestrated marketing is a hallmark of Optimove. Optimove was the first CRM Marketing Platform to natively embed AI with the ability to predict customer migrations between lifecycle stages in 2012 and with OptiBot , starting in 2016.

Multi-Channel 52

Multi-Channel Analysis Social Media Exercises 52

Kerry Bodine

MAY 1, 2018

And while a lot has changed in the world and in the sphere of customer experience during that time, I firmly believe that the analysis and advice in the book are just as relevant in 2018 as they were in 2012.

Customer Journeys 168

Customer Journeys Analysis Customers Groups 168

Customer Bliss

OCTOBER 12, 2017

Danny Meyer has been at the forefront of restaurant/hospitality CX for years, as indicated in this 2012 Fast Company profile. While you can compete on cost (fast food), it’s very hard to only compete on cost. The quality of the experience is essential. Watch the 60 Minutes video above if you get a chance, and watch until the end.

Hospitality 141

Hospitality Tips Video Industry 141

Storyminers

SEPTEMBER 19, 2016

I did a little searching on the web and found a 2012 blog post by Bart Lorang (@bartlorang) of FullContact.com that introduced the topic and its rationale four years ago. What a great way, in my opinion, to send a strong signal to the workforce that disconnecting and recharging is important. They’re probably not the first….

Employee Experience 150

Employee Experience Policies Customer Experience Brands 150

Experience Matters

OCTOBER 27, 2016

As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […]. For the past several years, we’ve been examining how U.S.

Communication 120

Communication Consumers Customer Experience Customers 120

Experience Matters

FEBRUARY 10, 2016

We surveyed 300 HR professionals from large organizations in North America and compared the results to a similar study we did in 2012. We published a Temkin Group report, Benchmarking HR’s Support of CX and Employee Engagement. Here’s the executive summary: Employee engagement is a critical component of customer experience (CX).

Employee Engagement 120

Employee Engagement Report Engagement Groups 120

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. 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.

Report 120

Report Groups Survey Customer Experience 120

Experience Matters

MARCH 17, 2016

I tapped into our 2012 […]. One of the things I noticed at this year’s Sloan Sports Analytics Conference is that teams were not as focused on the issue of losing younger fans. So I decided to see if there’s anything to worry about. While we don’t have data on kids, we do have lots of data on young adults.

Sports 120

Sports Conference Analytics Data 120

Experience Matters

MARCH 13, 2015

Here are some highlights from the auto dealer results between 2012 and 2015: Auto dealers’ average rating dropped from 66.3% in 2015, the lowest score they’ve had since 2012. 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.

Customer Experience 120

Customer Experience Industry Customers Survey 120

CX Journey

DECEMBER 11, 2018

In 2012, I wrote about his first book, Brand Integrity , and in 2013, I wrote about his second, Engaged! This book outlines the foundation for his "people operating system." Crave: You Can Enhance Employee Motivation in 10 Minutes by Friday by Gregg Lederman This is Gregg Lederman's third book.

Leadership 151

Leadership Guidelines Travel Culture 151

Customer Bliss

MAY 17, 2016

Around 2011-2012, Audi began to focus much more a customer-centric approach. ” In 2012, Audi actually did a 10-city tour focused on the customer experience, visiting both Audi employees and dealerships. How Mark was awarded his role. As a result, these silos were linked together under Mark. What does Mark’s team look like?

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

kommunicate

JANUARY 19, 2023

Last Updated on January 20, 2023 The year is 2012. Customer queries are coming into the call center of one of Italy’s biggest car insurance providers. There is a bevy of call center agents, all speaking rapidly on their phones, all looking haggard. Customer queries are on the rise, and the operations manager sees no [.]

Trends 119

Trends Call Center Insurance Management 119

AWS Machine Learning

OCTOBER 30, 2023

On the JSON tab, modify the policy as follows: { "Version": "2012-10-17", "Statement": [ { "Sid": "eniperms", "Effect": "Allow", "Action": [ "ec2:CreateNetworkInterface", "ec2:DescribeNetworkInterfaces", "ec2:DeleteNetworkInterface", "ec2:*VpcEndpoint*" ], "Resource": "*" } ] } Choose Next. You’re redirected to the IAM console.

Policies 142

Policies Groups Resources Connections 142

Customer Bliss

SEPTEMBER 27, 2018

Lucy joined Genesys in 2012 to create a global support and maintenance program and led the launch of Genesys Care and the transformation of the Genesys Customer Care organization to a global 24X7 center of excellence. Anticipate that worst case scenario and what you do about it. About Lucy Norris.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

AWS Machine Learning

SEPTEMBER 27, 2024

Ref S3BucketName, '/*']] - PolicyName: SNSPublish PolicyDocument: Version: '2012-10-17' Statement: - Effect: Allow Action: - 'sns:Publish' Resource: !Ref Ref S3BucketName, '/*']] - PolicyName: SNSPublish PolicyDocument: Version: '2012-10-17' Statement: - Effect: Allow Action: - 'sns:Publish' Resource: !Ref Join ['', ['arn:aws:s3:::',

Resources 125

Resources Examples Policies Innovation 125

Kayako

SEPTEMBER 20, 2018

Interestingly, 89 percent of companies now believe they compete primarily on the basis of customer experience, compared with just 36 percent who thought the same back in 2012. The first and most important best practice for B2B sales organisations when it comes to customer experience is actually making it a priority.

B2B 203

B2B Sales Customer Experience Customer Journeys 203

AWS Machine Learning

SEPTEMBER 23, 2024

Limit access to all Amazon Bedrock models To restrict access to all Amazon Bedrock models, you can modify the SageMaker role to explicitly deny these APIs. This makes sure no user can invoke any Amazon Bedrock model through SageMaker Canvas. This way, users can only invoke the allowed models.

Government 122

Government Policies Resources Fashion 122