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. Overall, the tech vendor industry’s average NPS jumped to 31.8

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NPS Net Promoter Score Report B2B 120

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Crowe Horwath.

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Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Download report for $495.

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Net Promoter Score Study Report NPS 120

Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. Download report for $195.

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Metrics Report Net Promoter Score Effort Score 120

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Customer Journey Designing.

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