Experience Matters

OCTOBER 21, 2014

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries.

Net Promoter Score 259

Net Promoter Score Study Report Customer Connectedness 259

Experience Matters

OCTOBER 15, 2014

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. Based on data from 218 large organizations with at least $500 million in annual revenues, we examined VoC efforts within large organizations. The report includes a self-assessment and data to benchmark your VoC program.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

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OCTOBER 31, 2014

That is why I want to pose the question – 1914 or 2014: when was the best time to be a customer? For a customer there was only one predominant way to shop… one ‘channel’ That channel was the channel that in 2014 is continually in decline – Face to Face! Fast forward 100 years to 2014.

Consumers 230

Consumers Retail Transportation Comparison 230

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SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. As I have already alluded – the 2014 UK Customer Experience Awards were the biggest ever.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

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OCTOBER 21, 2014

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008.

Report 229

Report Customer Experience Customer Centricity Fashion 229

Storyminers

JULY 7, 2020

The post Customer Engagement – March 2014 appeared first on StoryMiners. This article was originally presented on Customer Engagement Magazine’s website.

Customer Engagement 162

Customer Engagement Engagement Customers 162

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DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become.

Customer Experience 214

Customer Experience Customer Experience Professionals Customer Journeys Training 214

Experience Matters

NOVEMBER 11, 2014

Here are links to the research referenced in the infographic: State of VoC Programs, 2014. What Happens After a Good or Bad Experience, 2014. Here are links to download versions of the infographic: Poster (18′ x 24″) in.pdf file or in.png file. Infographic in.pdf file or in.png file. Text Analytics Reshapes VoC Programs.

Infographics 312

Infographics Customer Connectedness Analytics Groups 312

Experience Matters

JANUARY 9, 2015

I looked through Temkin Group’s 2014 research and picked out 10 interesting factoids. The bottom line : We did a lot of research in 2014! It was difficult to narrow down to 10 items that collectively provide a sense of the state of customer experience. Click here to download a 18″ x 24″ poster version (.jpg).

Infographics 120

Infographics Customer Experience Groups Customers 120

Experience Matters

OCTOBER 7, 2014

Happy CX Day 2014 ! As I mentioned in my 14 Customer Experience Trends for 2014 , this year will be the “Year of Empathy.” ” Given the focus on this key area, Temkin Group created the Amplify Empathy movement. That’s why we created this free eBook: 25 Tips for Amplifying Empathy.

eBook 267

eBook Tips Trends Groups 267

Experience Matters

SEPTEMBER 29, 2014

In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 The 2014 Temkin Experience Ratings of fast food chains shows that McDonald’s is tied for 16th spot out of 19 QSRs. I applaud McDonald’s for the move.

Customer Connectedness 264

Customer Connectedness ROI Employee Engagement Brand Values 264

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. The bottom line : Happy Customer Service Week!

Industry 297

Industry Customer Service Airlines Customers 297

Experience Investigators by 360Connext

OCTOBER 1, 2014

Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014. " Added by Anne Reuss on Aug 01, 2014. Added by Anne Reuss on Sep 03, 2014. The Best Email Blunder Comeback Ever.

e-support 274

e-support Social Media Consulting Customers 274

Experience Matters

OCTOBER 27, 2014

Led by a five point improvement in credit cards, 13 out of the 19 industries improved between 2013 and 2014. Hotels dropped eight points from 2013 to 2014, by far the largest of the three industries that declined. the others: parcel delivery services and retailers. The bottom line : Most companies need to be easier to work with.

Hotels 248

Hotels Retail Industry Measurement 248

ECXO

APRIL 18, 2024

After many years as a manager in customer-facing roles, in 2014 he turned his professional life upside down. In the 90s he took part in the startup of the first online insurance companies, following the customer’s entire life cycle.

Insurance 313

Insurance Consulting Travel B2B 313

Experience Investigators by 360Connext

OCTOBER 2, 2014

The second annual #CXDay is October 7th, 2014. The Second Annual #CXDay is October 7th, 2014. This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. Come celebrate with us! Scroll down for more details.). It’s an interesting question.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Experience Matters

DECEMBER 19, 2017

We focused on Elevate Purpose in 2017, Intensify Emotion in 2016, Engage Employees in 2015, and Amplify Empathy in 2014. Every year, Temkin Group identifies a theme that we believe deserves the attention of the entire CX community. We’ve decided to label 2018 as “The Year of Humanity.”

Groups 267

Groups Engagement Customer Experience Customers 267

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 244

Report Groups Survey Customer Experience 244

Experience Matters

DECEMBER 1, 2014

Our ROI of Customer Experience, 2014 shows that emotion is the most significant driver of loyalty, especially when it comes to consumers recommending firms to their friends. We’ve been measuring emotion as part of our Temkin Experience Ratings for four years.

ROI 288

ROI Consumers Measurement Metrics 288

Experience Matters

JANUARY 3, 2017

In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. And now, in 2017, we are focusing on … Purpose. Why “purpose,” you might ask?

Groups 223

Groups Company Customer Experience Customers 223

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OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Tesco continued their unfortunate journey from world domination to public implosion.

Retail 290

Retail Financial Report Customer Retention 290

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AUGUST 13, 2014

The number of Bookstores physically present on UK high streets have fallen to less than 1000 in 2014 – down over a third in the last ten years. In 2014, bookstores need to demonstrate that they offer something more than books. In 2014 the world for pharmaceutical companies looks very different.

Customer Centricity 215

Customer Centricity Retail eBook Industry 215

Experience Matters

JANUARY 3, 2017

In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. And now, in 2017, we are focusing on … Purpose. Why “purpose,” you might ask?

Groups 214

Groups Company Customer Experience Customers 214

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

InMoment XI

MAY 4, 2022

Those costs, particularly when layoffs are involved, can include low morale among stressed employees, and widespread distrust of the company by employees, according to the American Psychological Association’s 2014 Work and Well-Being Survey. Metlife had similar findings in its 2011 Annual U.S.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

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NOVEMBER 8, 2016

In 2014, Orient were a ‘penalty shoot out’ away from winning the League 1 play off final. In 2014, Leyton Orient had as big a grouping of FANS and CUSTOMERS at the same time as it had done for the previous 34 years – if not more. In 2014, Leyton Orient was a business with heart and soul.

Sports 237

Sports Entertainment Airlines Customer Base 237

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NOVEMBER 25, 2014

In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it. As we approach the end of 2014, I am amazed at the number of companies who fall into one of the following three categories: We have Wi-Fi but if you want to use it you must pay for it.

Social Media 212

Social Media Hotels Entertainment Retail 212

InMoment XI

FEBRUARY 20, 2020

Using Customer Feedback to Prioritise Business Investments In 2014, Aer Lingus started its CX programme with the end goal of discovering what its customers really think, take the subjectivity out of business decisions and have a single source of truth to embed employee bonuses, business cases and IT priorities.

Feedback 195

Feedback Consumers Customers 195

Experience Investigators by 360Connext

DECEMBER 3, 2014

We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. It’s an ongoing obsession. We hope these clever, creative and fun examples inspire you to review your own microinteractions and make the most of them! Don’t stop sharing those moments with us.

Innovation 232

Innovation Customer Service Social Media Consulting 232

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SEPTEMBER 8, 2014

Response via Email 06/09/2014 10:37. What a phenomenal way of dealing with a customer enquiry!! Not only did Brian receive a postal response, he also received the following email: Subject. Disney Store. Correspondence. Dear Brian, Thank you very much for your recent contact with us. Magical news!

Customer Experience 329

Customer Experience Customer Expectations Customer Retention Retail 329

Experience Matters

SEPTEMBER 8, 2014

In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to be in.” If you haven’t been to one of those events, then I highly urge that you do so in the future. CX professionals are a happy group.

Customer Experience 303

Customer Experience Social Media Groups Customers 303

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Are you ready to make 2015 even better?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

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NOVEMBER 28, 2014

After 50 calls between British Gas and Scottish Southern, I received a panicked phone call from our tenant in March 2014 to say that British Gas had served a warrant to ‘rip out’ the gas meter!! It transpired that a bill of over £1,800 was outstanding to British Gas – but they had never been the gas supplier!!

Social Media 318

Social Media Airlines Video Consumers 318

NICE inContact

MAY 14, 2020

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.

Industry 177

Industry Company Contact Center Call Center 177

Experience Matters

DECEMBER 18, 2014

I wrote this POST for the Customer Experience Professionals Association (CXPA) blog , but decided to also post it here because it’s an important message for all CX Professionals… As 2014 comes to an end, it’s a great time to reflect on where the CXPA is at in its evolution.

Customer Experience Professionals 265

Customer Experience Professionals Tools Groups Customer Experience 265

Experience Matters

OCTOBER 14, 2014

Related: State of CX Management, 2014 ). One of the first thing Steve did was reorganize around CX, carve CX out of different business units and put them together in one unit with a General Manager who reports directly to him. Alignment is well worth the investment of time.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day! It is part of a broader celebration of Customer Experience Day. . Image credits: WikiThreads , Global X via Creative Commons license.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275