Experience Investigators by 360Connext

NOVEMBER 13, 2014

The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. What trends do you see impacting the retail customer experience in 2015? Customers need reassurance. Image credits: Elsie esq. , USDAgov via Creative Commons license.

Customer Confidence 279

Customer Confidence Report Loyalty Programs Retail 279

Experience Matters

DECEMBER 31, 2015

Before we move on to 2016, here are the 15 most-read posts from 2015: Seven Steps for Developing Customer Journey Maps. Report: 2015 Temkin Experience Ratings. Report: Net Promoter Score Benchmark Study, 2015. 8 CX Trends for 2015 (The Year of the Employee). The Ultimate Customer Experience Infographic, 2015.

Net Promoter Score 120

Net Promoter Score Customer Journeys Infographics Effort Score 120

Experience Matters

MARCH 3, 2015

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. Here’s the executive summary: 2015 marks the fifth year of the Temkin Experience Ratings, and this year, supermarkets dominated the ratings. Between 2014 and 2015, only five industries improved and 14 declined.

Report 120

Report Customer Connectedness Airlines Retail 120

Experience Matters

APRIL 21, 2015

We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings. Here are some more highlights from the 2015 Temkin Forgiveness Ratings: With a score of 47%, supermarket chains were the only industry to earn a “very strong” average Forgiveness Rating and outpaced its nearest competition by six percentage-points.

Insurance 120

Insurance Airlines Banking Retail 120

Experience Matters

MAY 26, 2015

For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings , which uses feedback from 10,000 U.S. Six industries improved between 2014 and 2015, while 13 declined. Home Depot , Ross , Marriott , and eBay led 12 companies that improved by at least 10 points between 2014 and 2015. population.

Customer Service 120

Customer Service Airlines Banking Insurance 120

Experience Matters

NOVEMBER 23, 2015

Congratulations to winners of Temkin Group’s 2015 Customer Experience Excellence Awards : EMC Global Services , Safelite AutoGlass , and SunPower.

Customer Experience 120

Customer Experience Groups Customers 120

Experience Matters

MAY 5, 2015

We just published a Temkin Group data snapshot, Social Media Benchmark, 2015. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. in 2015, Twitter jumped the most as daily computer users increased from 13.4% While daily Facebook access showed the smallest increase, from 46.5% in 2014 to 47.1%

Social Media 120

Social Media Data Groups Analysis 120

Experience Matters

APRIL 13, 2015

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. 2015 Temkin Ratings Customer experience' Here’s a link to FAQ’s about the Ratings. You can see the ratings of all companies on the Temkin Ratings website.

Industry 120

Industry Wireless Airlines Hotels 120

Experience Matters

MAY 20, 2015

Congratulations to Hannaford , Publix , Aldi , Lowe’s , credit unions , PetSmart , Trader Joe’s , Amazon.com , Bed Bath & Beyond , Advance Auto Parts , and Walgreens for earning the top 10 scores in the 2015 Temkin Effort Ratings. Do you want to the data from the 2015 Temkin Effort Ratings? population.

Effort Score 120

Effort Score Airlines Hotels Retail 120

Experience Matters

JANUARY 11, 2016

Temkin Group did a lot of research in 2015. Our 2015 research highlighted leading-edge best practices, uncovered key trends, provided valuable assessment tools, and shared benchmark data. The bottom line : If you liked our 2015 research, stay tuned for 2016! You can always find all of our research here.

Advertising 120

Advertising Trends Groups Report 120

Experience Matters

SEPTEMBER 9, 2015

Temkin Group has labelled 2015 as the Year of the Employee for customer experience. As you’ll see below, we’re continuing that theme in our plans for CX Day 2015: Research discount. The bottom line : Join Temkin Group in celebrating CX Day 2015! Free research. Free eBook. Customer Experience Matters video.

Groups 120

Groups Infographics eBook Video 120

Experience Matters

OCTOBER 7, 2015

Yesterday was a great day, as Temkin Group joined customer experience professionals around the world in celebrating Customer Experience Day 2015. Since Temkin Group labelled 2015 as the Year of the Employee for customer experience, we carried that theme into our CX Day 2015 activities. It was an action packed 24 hours!

Customer Experience 120

Customer Experience Infographics eBook Customer Experience Professionals 120

Experience Matters

NOVEMBER 4, 2015

We just published a Temkin Group report 2015 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. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings.

Report 120

Report Net Promoter Score Effort Score Innovation 120

Experience Matters

APRIL 16, 2015

We just published a Temkin Group data snapshot, Media Use Benchmark, 2015. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. This is the largest jump in average usage time over all 11 areas we examined in both 2014 and 2015. hours per day over the past year.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

Experience Matters

NOVEMBER 18, 2015

We published a Temkin Group report, 2015 Temkin Loyalty Index. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. This report ranks the loyalty of consumers to 293 companies across 20 industries. consumers to 293 companies across 20 industries.

Report 120

Report Loyalty Insurance Retail 120

Who's Your Gladys?

JANUARY 6, 2015

New realities have emerged over the past year, revealing what we can expect of customer service in 2015. Best practices Customer Service Marilyn Suttle 2015 trends Customer Service Articles customer service training customer service trends'

Trends 100

Trends Customer Service Customer Service Training Training 100

Experience Matters

AUGUST 31, 2015

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. Here’s the executive summary: In Q3 2015, we surveyed 10,000 U.S.

Data 120

Data Insurance Policies Groups 120

Experience Matters

JUNE 30, 2015

consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) Here are some more highlights from the 2015 Temkin Web Experience Ratin gs: Across all five years of the rating, either USAA or Amazon.com has earned the top spot. consumers during January 2015.

Airlines 120

Airlines Hotels Banking Retail 120

Experience Matters

OCTOBER 20, 2015

We published a Temkin Group report, ROI of Customer Experience, 2015. 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 120

ROI Report Net Promoter Score Customer Experience 120

Experience Matters

JANUARY 22, 2015

Temkin Group is accepting nominations for its 2015 Customer Experience Vendor Excellence Awards. Submission are due by March 5th. Customer experience'

Groups 120

Groups Customer Experience Customers 120

Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. HSBC ’s NPS increased by 29 points between 2014 and 2015, the largest increase of any company. Fujitsu , Highmark , Buick , and Humana had the largest decline in NPS between 2014 and 2015. Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

MARCH 24, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. H-E-B and credit unions took the top spots in the 2015 Temkin Trust Ratings , while USAA took three of the next four spots for its banking, insurance, and credit card business. consumers during January 2015. It uses feedback from 10,000 U.S.

Airlines 120

Airlines Insurance Wireless Banking 120

Experience Matters

SEPTEMBER 1, 2015

Submit a nomination by October 23rd for Temkin Group’s 2015 CX Excellence Award. Are you proud of your organization’s customer experience efforts?

Groups 120

Groups Customer Experience Customers 120

Uniphore

AUGUST 11, 2015

Jacada is exhibiting at SpeechTEK 2015 , August 17 – 19, 2015 at the Marriott Marquis at NYC. Find us at booth # 620 where we’ll be demonstrating our Visual IVR technology and discussing:

Technology 100

Technology 100

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

ijgolding

DECEMBER 30, 2014

There are now 129 CCXPs around the globe – these numbers will increase dramatically in 2015. That is why the significance of Customer Experience in driving the sustainable growth of businesses must become even more prominent in 2015, not less. So what should we be looking for in the world of Customer Experience in 2015?

Customer Experience 214

Customer Experience Customer Experience Professionals Customer Journeys Training 214

Experience Matters

MARCH 30, 2015

We just published a Temkin Group report, State of the CX Profession, 2015. This is the fifth year that we’ve examined the roles of CX professionals and the second year that we’ve done a compensation study. On this year’s survey we included our second annual compensation study.

Report 120

Report Groups Study Trends 120

Experience Matters

JANUARY 30, 2015

Earlier this month, we published Lessons in CX Excellence, 2015 , which provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s a recording of a recent webinar going over highlights from the report: See listing of Temkin Group’s recorded webinars.

Groups 120

Groups Video Report Customer Experience 120

Experience Matters

JULY 28, 2015

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort.

Employee Engagement 120

Employee Engagement Report Engagement Financial 120

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. The post THE 2015 CUSTOMER EXPERIENCE OUTLOOK appeared first on Mike Wittenstein. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. You’ll also find articles from : B.

Customer Experience 100

Customer Experience eBook Customers Meeting 100

Experience Matters

JUNE 23, 2015

Congratulations to H-E-B , Publix , Chick-fil-A, Trader Joe’s, USAA, Aldi , Hy-Vee , PetSmart , Dairy Queen , Walgreens , and Amazon.com for earning the top scores in the 2015 Temkin Emotion Ratings. Do you want to the data from the 2015 Temkin Emotion Ratings? consumers during January 2015. Quotas were set to mirror the U.S.

Effort Score 120

Effort Score Airlines Hotels Insurance 120

CX Journey

NOVEMBER 25, 2014

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. This year, Robert again put together his proposed trends for the upcoming year.

Trends 171

Trends Brands Retail Leadership 171

Experience Matters

JANUARY 30, 2015

Earlier this month, I published Temkin Group’s CX Trends for 2015 , which labeled 2015 as “The Year of the Employee.” ” Here’s a recording of a recent webinar going over those trends: See listing of Temkin Group’s recorded webinars. The bottom line : Focus on your employees this year!

Trends 120

Trends Groups Video 120

Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. in 2015—an increase of more than eight points—after two straight years of declining scores.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

MAY 4, 2015

In a recent post, I published the 2015 Temkin Well-Being Index (TWI) based on a survey of 10,000 U.S. consumers in January 2015. The data showed that U.S. consumers feel slightly healthier, but less financially secure than last year. In this post, I’m examining the TWI by age and gender.

Financial 120

Financial Consumers Groups Survey 120

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Instead, I’ve narrowed down the focus to these 8 key CX trends for 2015: Corporate Culture Conversations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

ijgolding

SEPTEMBER 24, 2015

The 2015 results appear to go a step further. The opening paragraph of the 2015 analysis written by Tim Knight and David Conway states: It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is. It is refreshing to see this stance bourne out by the 2015 results.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120