Experience Matters

MARCH 3, 2015

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. consumers to rate 293 organizations across 20 industries (we added utilities this year). Between 2014 and 2015, only five industries improved and 14 declined. To generate the Temkin Experience Ratings, we asked 10,000 U.S.

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. consumers to rate the level of forgiveness earned by 293 organizations across 20 industries ( see.pdf with full list ). In total, 43% of companies that were in both the 2014 and 2015 Forgiveness Ratings improved their score by at least one point.

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. consumers to rate the customer service of 278 organizations across 20 industries ( see.pdf with full list ). Six industries improved between 2014 and 2015, while 13 declined. population.

Customer Service 120

Customer Service Airlines Banking Insurance 120

Experience Matters

MAY 5, 2015

We just published a Temkin Group data snapshot, Social Media Benchmark, 2015. This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ). Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

Social Media 120

Social Media Data Groups Analysis 120

Experience Matters

APRIL 16, 2015

We just published a Temkin Group data snapshot, Media Use Benchmark, 2015. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ). Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

Experience Matters

MAY 20, 2015

consumers (see methodology section below). 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. consumers during January 2015.

Effort Score 120

Effort Score Airlines Hotels Retail 120

ECXO

MAY 15, 2023

The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute. Complete control enhances trust between brands and consumers and improves engagement and business metrics. Consumers seek relevant relationships with brands – and want control over how their data is used. What is MadTech?

Tips 388

Tips Net Promoter Score Advertising Customer Journeys 388

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

AUGUST 31, 2015

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. see last year’s data snapshot ).

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

NOVEMBER 18, 2015

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

Report 120

Report Loyalty Insurance Retail 120

Experience Matters

MARCH 24, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. consumers to rate the level of trust that consumers have with 293 organizations across 20 industries ( see.pdf with full list ). With average 2015 Temkin Trust Ratings of 67%, supermarket chains earned the highest level of trust. population.

Airlines 120

Airlines Insurance Wireless Banking 120

QuestionPro Audience

JANUARY 3, 2018

Companies are using their mobile applications to reach the consumer directly, therefore eliminating the uncertainty that has existed when previously booking travel. . As technology continues to evolve, so will the way consumers and businesses interact. And it looks like in 2018, consumers will be getting what they want—mobile.

Travel 294

Travel Airlines Consumers Loyalty 294

Experience Matters

JUNE 23, 2015

consumers (see methodology section below). 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? population.

Effort Score 120

Effort Score Airlines Hotels Insurance 120

Experience Matters

OCTOBER 20, 2015

We published a Temkin Group report, ROI of Customer Experience, 2015. consumers that describes both their experiences with and their loyalty to 293 companies across 20 industries. To see the customer experience levels of all 293 companies, download to the free 2015 Temkin Experience Ratings report.

ROI 120

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. For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS. HSBC ’s NPS increased by 29 points between 2014 and 2015, the largest increase of any company. Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 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. consumers feel slightly healthier, but less financially secure than last year. The data showed that U.S. 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

Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty.

Report 120

Report Net Promoter Score Wireless Airlines 120

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. consumers about their recent interactions with 283 companies across 20 industries. These social sites, however, are still an important channel for consumers under the age of 45.

Report 120

Report Customer Connectedness Groups Retail 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. EMC Corporation.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Alida

JUNE 23, 2016

We interviewed Sam Trimboli, consumer insights specialist at Price Chopper, to learn more about his role at the company and how he navigates the evolving retail landscape. I’m currently responsible for major consumer insights initiatives across the company, which support our corporate objectives.

Consumers 150

Consumers Retail e-support Feedback 150

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! Consumers are smarter than you give them credit for and they often want to fix issues themselves. The best of customer experience. So what’s stopping them?

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Kerry Bodine

JUNE 4, 2015

Todd Yellin, VP of Product Innovation at Netflix, said in March 2015, “There are 19-year-old guys who watch ‘Dance Moms,’ and there are 73-year-old women who are watching ‘Breaking Bad.” Trendwatching has a consumer trends canvas to help you do just that. Post-demographic consumerism.

Trends 120

Trends Consumers Customer Experience Video 120

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.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

Lumoa

OCTOBER 13, 2017

To be precise, in the US alone 67% of consumers have used social media for customer service. 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?

Social Media 256

Social Media Examples Customer Experience Advertising 256

ijgolding

OCTOBER 31, 2014

Whilst there was not a focus on what life was like for the consumer, it is impossible for me not to consider the impact of Customer Experience – whatever the era!! Life in pre war Britain was in many ways much simpler for the consumer than it is today. Today, consumers do not have two channels to purchase products.

Consumers 230

Consumers Retail Transportation Comparison 230

QuestionPro Audience

NOVEMBER 21, 2017

Cyber Monday has only been around since 2005, and legend has it, got its name because the average consumer had dial-up internet at home, and would wait to do their online shopping at work, where the internet connection was faster. from 2015, and just ahead of Black Friday’s $3.34 billion, up 10.2% Check it out!

Apparel 191

Apparel e-support Infographics Retail 191

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Experience Matters

MARCH 11, 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. While the Temkin Experience Ratings have included computer makers for five years, it added tablets to this category in 2015. percentage points. percentage points.

Customer Experience 120

Customer Experience Industry Survey Consumers 120

Experience Matters

MARCH 26, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. consumers to rate the level of trust that consumers have with 293 organizations across 20 industries. Download 2015 Temkin Trust dataset for $295 ( see sample file ). Download 2015 Temkin Trust dataset for $295 ( see sample file ).

Wireless 120

Wireless Banking Airlines Hotels 120

Experience Matters

MARCH 12, 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. Overall, the utilities industry averaged a 62% rating in the 2015 Temkin Experience Ratings , coming in 13 th place out of 20 industries. Georgia Power scored 16.9

Customer Experience 120

Customer Experience Effort Score Consumers Industry 120

CloudCherry

DECEMBER 20, 2017

However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. Consumers used to be significantly more passive, and certainly had a higher level of trust in brands and the promises they were made. Not long ago, mapping that path was relatively easy.

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

ijgolding

DECEMBER 22, 2014

Once presents have been opened and copious amounts of food and drink consumed, I settle in to the relative calm of the five days that separate Christmas and New Year. Is providing the consumer with a credit card style piece of plastic really a valid way of maintaining a relationship between company and customer? When will it ever end?!

Loyalty 268

Loyalty Hotels Customer Retention Consumers 268

C3Centricity

MARCH 15, 2018

Consumers are adapting their behaviours to the trading of their personal information. However, cutting costs, selling less attractive business units (such as US candy to Ferrero) to upgrade their image will not bring sufficient change that consumers demand of large corporations today. 63% of millennial consumers agree they’re.

Data 257

Data Retail Analysis Analytics 257

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.

Hotels 120

Hotels Customer Experience Effort Score Industry 120

Experience Matters

MARCH 20, 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. USAA (+3 points), HSBC (+3 points), Discover (+2 points), American Express (+2 points), and Barclaycard (+1 points) all improved their ratings between 2014 and 2015.

Customer Experience 120

Customer Experience Banking Industry Customers 120