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

OCTOBER 14, 2014

Related: State of CX Management, 2014 ). Instead of satisfaction, MBUSA wants to delight To measure this objective, MBUSA is changing its metrics to include Net Promoter Score within a basket of other metrics. Alignment is well worth the investment of time. Related: Driving Customer Experience Transformation, Made Simple ).

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

CloudCherry

FEBRUARY 26, 2019

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.

Analytics 256

Analytics Report Analysis Study 256

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. Other top posts reflected Big Data trends, data science skills and measuring employee empowerment. blog posts for 2014 were: Got Empathy? : The topic of empathy topped the list of posts this year. The top 10 B.O.B.

Metrics 76

Metrics Net Promoter Score Data NPS 76

Kerry Bodine

DECEMBER 30, 2020

Number 6: Why You Need To Measure Journeys—Not Just Touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. Journey analytics is one step in the right direction.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

GetFeedback

FEBRUARY 6, 2019

Ask questions that deliver measurable data. Editor’s Note: This post was originally published in May 2014. Promote your next event or include another compelling call-to-action, particularly for satisfied guests. Post-event surveys can reengage attendees and promote powerful follow-up action, like event sign-ups and donations.

Tips 276

Tips Feedback Survey Conference 276

InMoment XI

SEPTEMBER 30, 2014

In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. I focused on a rather interesting finding that having an effective method of monitoring social media—in and of itself—is not strongly related to VoC program success, at least not when the measure.

Social Media 150

Social Media How To Measurement Survey 150

InMoment XI

SEPTEMBER 30, 2014

In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. I focused on a rather interesting finding that having an effective method of monitoring social media—in and of itself—is not strongly related to VoC program success, at least not when the measure.

Social Media 150

Social Media How To Measurement Survey 150

InMoment XI

SEPTEMBER 30, 2014

In last week’s blog, I shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. I focused on a rather interesting finding that having an effective method of monitoring social media—in and of itself—is not strongly related to VoC program success, at least not when the measure.

Social Media 150

Social Media How To Measurement Survey 150

Forrester

OCTOBER 1, 2014

In 2007, I wrote a report about how to measure customer experience (CX) across an entire enterprise. At the time, I could find just three companies -- three! -- that were actually measuring CX this way. Fast-forward to 2014 and things look a lot better in the world of CX. But are they? customer experience maturity.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. In addition, practitioners will move from measurement of behaviors to influencing behaviors and ultimately driving brand preference.

Customer Experience Management 150

Customer Experience Management Measurement Survey Interaction 150

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. In addition, practitioners will move from measurement of behaviors to influencing behaviors and ultimately driving brand preference.

Customer Experience Management 150

Customer Experience Management Measurement Survey Interaction 150

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. In addition, practitioners will move from measurement of behaviors to influencing behaviors and ultimately driving brand preference.

Customer Experience Management 150

Customer Experience Management Measurement Survey Interaction 150

CX Journey

APRIL 14, 2015

It was published on their blog on October 22, 2014. I''ve used this quote, i.e., Pearson''s Law with my addition in bold below, in posts and presentations several times in the past, but it''s one worth repeating: When performance is measured, performance improves. Well, measure twice, cut once reminds us of a few things.

Measurement 80

Measurement Guidelines Policies Metrics 80

Beyond Philosophy

NOVEMBER 17, 2014

The strike is about higher pay, better benefits, more full-time employment opportunities and the alleged retaliation measures taken against employees who dare to speak up about such things. Here’s a look at their stock over the past year: Source: Nasdaq.com on 10 September 2014. On the other hand, Google has great employee engagement.

Employee Engagement 164

Employee Engagement Engagement ROI Course 164

Doug Leather

MAY 15, 2014

My comments on a couple of these 2014 investment priorities. Let’s begin at Investment Priority #5 for 2014 – Customer Acquisition. Maybe, just maybe, Investment Priority #4 for 2014 – Marketing Effectiveness addresses the balance across these 4 drivers of customer value management. What are your thoughts and observations?

Infographics 57

Infographics Customer Centricity ROI Competitive Advantage 57

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. Take a look at number three on the list: measurement is owned at the front line and linked to actions. In this conversation I want to talk about CX improvement. And so forth. Thanks for listening.

Customer Journeys 73

Customer Journeys Customer Philosophy Case Study Customer Experience 73

Kerry Bodine

JANUARY 11, 2019

Number 7: Why You Need To Measure Journeys—Not Just Touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. Journey analytics is one step in the right direction.

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

C3Centricity

APRIL 3, 2019

Whilst ROI is not the best measure of marketing’s impact (see this Forbes article for more on that), you still need to answer the question. If this is the case in your own company, then measurements are almost certainly already being taken and shown in your marketing plan. WHAT RETURN ON OUR MARKETING BUDGET ARE WE GETTING?

Marketing 277

Marketing How To Advertising Brands 277

Experience Matters

OCTOBER 13, 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. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. HSBC ’s NPS increased by 29 points between 2014 and 2015, the largest increase of any company.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. You''ll conduct linkage analysis to link customer and employee data, customer feedback with operational metrics, and all data to financial measures. Then close the loop on your own change management process: track and measure your efforts in order to maintain a continuous improvement cycle.

Data 177

Data Customer Experience Customer Journeys Analysis 177

ijgolding

SEPTEMBER 24, 2015

It was a sentiment I very much agreed with – you can read more about the 2014 results here. The most significant point about the 2015 CEE is the hard fact that according to KPMG Nunwood, the UK Customer Experience overall has NOT IMPROVED on 2014 – there is no measurable change on last years scores.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Strativity

JUNE 10, 2014

Date: June 17, 2014 Time: 3pm – 4pm EDT . The CEM Maturity Assessment Model evaluates your company’s progress on the customer experience journey across the five core customer experience components: Customers, Employees, Strategy, Measurement, and Organization. The winner will be announced by mid June 2014. .

CEM 52

CEM Culture CRM Innovation 52

CX Journey

NOVEMBER 25, 2014

Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. The Everything Expectation : Brands will need to accurately measure unarticulated and constantly-expanding emotional consumer expectations in order to provide significant advantages to engage, delight, and profit. category''?s s Ideal, rather than counting

Trends 171

Trends Brands Retail Leadership 171

Experience Matters

JULY 28, 2015

This percentage of very mature companies is about the same as in 2014, but the percentage of companies in the lowest two levels of maturity has dropped from 67% to 56% since last year. Here’s a link to the 2014 study. We also found that many companies face challenges when trying to make improvements. Download report for $195.

Employee Engagement 120

Employee Engagement Report Engagement Financial 120

Experience Matters

DECEMBER 22, 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. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Download report for $195. Download report for $195.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

NICE inContact

DECEMBER 9, 2015

Managers can also get detailed reports that measure agent performance and live call statistics in real time. Columbia Sportswear has seen the following results since implementing inContact cloud solutions in early 2014: Talk time reduced by an average of 20 seconds. That was unheard of in 2010.”. 1,346 man hours saved for the year.

Customer Service 188

Customer Service Contact Center e-support Call Center 188

AskNicely

JULY 17, 2018

Founded in 2014, Biteable was created with the mission of providing accessible, affordable video creation for all. After a trusted advisor suggested they start measuring their Net Promoter Score and formally collecting feedback, Biteable implemented AskNicely. The Business of Helping Customers Tell Stories.

Roadmap 150

Roadmap Customer Centricity Net Promoter Score Case Study 150

Experience Matters

APRIL 9, 2015

The TWI is the average of three measurements that represent the percentage of U.S. percentage-points between 2014 and 2015. To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWI) based on a few of those attitudinal elements. I am healthy. I am financially secure.

Consumers 120

Consumers Financial Study Groups 120

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Alida

MARCH 21, 2018

Although there are many effective tools available to measure and monitor CX performance, too many focus on discrete transactions and don’t provide a holistic view of the customer experience. Many smart companies use NPS and CSAT studies to measure how well they’re meeting the needs and expectations of their customers.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

CX Journey

AUGUST 16, 2017

They did this for five industries - cable, airlines, investments, retail, and health insurance - and then built models to compare the compound annual growth rate in revenue of the CX Leaders to the CX Laggards between 2010 and 2014.

Customer Experience 142

Customer Experience ROI Airlines Comparison 142

ijgolding

JANUARY 5, 2015

In my final blog post of 2014, I suggested that we should ‘sweep the steps’ of Customer Experience in 2014 and move onwards and upwards to the land of opportunity ahead of us in 2015 – we could do this by truly daring to be as different and as diverse as our customers really want us to be.

Customer Experience 120

Customer Experience Innovation Customers Measurement 120

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. Pick a metric and measure it, but don''t focus on the metric - focus on the improvements. Image courtesy of featureset I originally wrote today''s post for InsideCXM. Want to know the secret to customer retention? I''ll tell you, but first a story. Listen to your customers.

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

Calabrio

NOVEMBER 18, 2015

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. Customer engagement and analytics software yield measurable benefits.

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

Beyond Philosophy

DECEMBER 26, 2014

Implement these measures, and the world will be a great deal better,” is the cry accompanying these pitches. The Future of Customer Experience in 2014. It is human nature that people want a simple solution. Many companies that have been sold on NPS programs, however, are implementing it in too much of a simplistic way.

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

SuiteCX

JANUARY 19, 2015

©2014 suitecx – ConfidenDal Client Mailing costs were skyrocke2ng, and manual processes made campaign planning difficult and inefficient Diagnos2c across four lines of business; shared services team built around 19 CX ini2a2ves Automated 30% of manual processes; reduced employee over2me; increased program effec2veness 1.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100