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.

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Customer Service Airlines Banking Insurance 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.

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Industry Wireless Airlines Hotels 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.

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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!

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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.

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Report Net Promoter Score Effort Score Innovation 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.

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Airlines Insurance Wireless Banking 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.

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ROI Report Net Promoter Score Customer Experience 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.

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Net Promoter Score Study Report NPS 120

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.

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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.

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Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’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?

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Report Net Promoter Score Wireless Airlines 120

Experience Matters

DECEMBER 18, 2014

I hope that you are inspired to dedicate even more of your passion and energy to the CXPA in 2015. Participate in our large planning groups for the UK Insight Exchange , 2015 Insight Exchange (San Diego), and CX Day. Make plans to celebrate CX Day 2015 (October 6 th ) within your organization. Customer experience'

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Customer Experience Professionals Tools Groups Customer Experience 265

Experience Matters

FEBRUARY 17, 2015

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S.

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Employee Engagement Study Report Engagement 120

Experience Matters

OCTOBER 27, 2015

We published a Temkin Group report, State of Voice of the Customer Programs, 2015 : This is the fifth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

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Report Effort Score Groups Analytics 120

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. This is the sixth annual benchmark of CX activities, competencies, and maturity levels. This year we found an abundance of CX ambition and activity.

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Report Customer Connectedness Management Effort Score 120

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms.

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Report Customer Connectedness Customer Journeys Net Promoter Score 120

InMoment XI

OCTOBER 18, 2018

Grant Welker, co-author of a book published in 2015 entitled, We Are Market Basket, gave a small turnout of about. With the onset of fall here in the Northeast US, I find the changing seasons to be a time of inspiration and reflection. A few years ago, I attended a lecture at our local library. View Article.

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Culture Marketing Retail 130

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.”

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Groups Engagement Customer Experience Customers 267

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. See you in 2015. All set with your shiny new strategies and bold new plans? It’s ok if you’re facing the calendar and thinking “already!?” ” We’ve all been there. Today is the day! Are you ready?

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Entertainment Leadership Social Media B2B 247

Lumoa

MARCH 5, 2018

In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture. Does it sound familiar? So, what is actually happening to B2B customer experiences? Earlier, a large part of B2B companies simply ignored customer experience management as a whole. Luckily, things have changed.

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B2B Company B2C CEM 284

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.

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Report Groups Survey Customer Experience 244

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015.

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Report Customer Connectedness Groups Retail 120

ECXO

MAY 15, 2023

The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute. So let’s dive into what MadTech is, why it’s important, how we got here and three tips you can use to get ready for marketing in a world driven by MadTech. What is MadTech?

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Tips Net Promoter Score Advertising Customer Journeys 388

ijgolding

SEPTEMBER 29, 2015

On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. The 2015 UK Customer Experience Awards was a HUGE event. In 2015, the finalists were quite simply incredible. This year did not disappoint.

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Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

Experience Matters

MAY 29, 2019

Rather than write something entirely new, I decided to share something I wrote in 2015 that addresses the issue. Before I share that post, I also suggest you take a look at these: CX Myth #4: Net Promoter Score Is The Best/Worst Metric My Latest 9 Recommendations For NPS Below is the 2015 post, Is Net Promoter Score A Read More.

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NPS Net Promoter Score Metrics Management 205

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?

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Groups Company Customer Experience Customers 223

Steve DiGioia

MAY 25, 2020

Copyright © 2015-2020 Steve DiGioia. ? Let’s reinforce the reason(s) with our ability to put our customers at ease each and every day. P.S. These suggestions can be used every day, not just through these difficult times. Like this post? Share it with friends on Twitter and Facebook. I’d love to hear your comments too, leave one below, thanks.

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Policies Tips Customers Groups 328

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?

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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.

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Report Groups Survey Customer Experience 227

QuestionPro Audience

JANUARY 3, 2018

In 2018, it is expected that 79% of airports around the world will offer CRM tools in their mobile apps to help track customer behavior and improve personalization and brand loyalty, up from 30% in 2015. Airlines are looking to extend the customer experience in 2018.

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Travel Airlines Consumers Loyalty 294

Experience Matters

OCTOBER 6, 2015

Once again, Temkin Group is publishing a new infographic for CX Day. You can see the full infographic below. Here are links to: Download a printable infographic (.pdf). Download a printable 18″ x 24″ poster (.pdf).

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Infographics Customer Experience Groups Customers 120

Lumoa

OCTOBER 13, 2017

@JetBlue :( pic.twitter.com/Cipl9Pjiy6 — Esaí Vélez (@EvpLares14) November 26, 2015 JetBlue was fast to respond, clarifying the matter with the disappointed customer. — JetBlue Airways (@JetBlue) November 26, 2015 Results? Shortly after the company suggested a refund. EvpLares14 We always hate it when that happens.

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Social Media Examples Customer Experience Advertising 256

C3Centricity

DECEMBER 20, 2021

Already back in 2015, data accounted for 44% of Verizon’s profits, as shown in this Adage article. There are already many examples of ones which have been helped or radically altered by technology and science. Continue Reading.

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Technology Strategy Customer Centricity Hotels 278

Kerry Bodine

OCTOBER 11, 2021

But with a publication date of 2015 , it’s a stretch — to say the least — to call it an accurate representation of the current market. In the past, one of my favorite studies to cite showed a correlation between employee engagement at big box retailers like Kohl’s, Costco, and Best Buy and customer satisfaction with those same firms.

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Connections Employee Engagement Study Employee Experience 227

Kerry Bodine

JUNE 7, 2017

In November 2014, JetBlue announced that it would be adding baggage fees and reducing leg room – and on June 30, 2015, the airline kept that promise to investors. The answer is questionable, as JetBlue’s stock price has fallen sharply from an all-time high of nearly $27 per share in September 2015 to roughly $17 at press time.

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Airlines Chief Customer Officer Hotels Brands 184

Experience Matters

MARCH 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. 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.

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Customer Experience Industry Customers Survey 120

Experience Matters

MARCH 19, 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. Here are some highlights from the hotel industry: The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings.

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Hotels Customer Experience Effort Score Industry 120