Experience Matters

NOVEMBER 9, 2016

It pulls from a variety of Temkin Group research, including: Data Snapshot: Channel Preferences Benchmark, 2016, Five C’s of Mobile VoC Disruption, Data Snapshot: Media Use Benchmark, 2016, and The State […].

Infographics 317

Infographics Groups Data Customer Experience 317

InMoment XI

MAY 2, 2016

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study.

Automotive 199

Automotive Study Loyalty Customers 199

Experience Matters

NOVEMBER 15, 2016

We published a Temkin Group report, Temkin Loyalty Index, 2016. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. To determine companies’ TLi, we […].

Loyalty 120

Loyalty Report Groups Study 120

Experience Matters

SEPTEMBER 27, 2016

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2016. Here’s the executive summary: In Q3 2016, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different […].

Data 120

Data Groups Consumers Survey 120

Experience Matters

OCTOBER 24, 2016

We published a Temkin Group report, ROI of Customer Experience, 2016. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S.

ROI 120

ROI Report Customer Experience Groups 120

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

OCTOBER 31, 2016

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. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

Report 120

Report Groups Survey Customer Experience 120

Experience Matters

JANUARY 4, 2017

In my post last year, we named 2016 “The Year of Emotion.” It’s once again the time of year when I publish Temkin Group’s CX trends. With my previous post, we declared 2017 “The Year of Purpose.” During this year, companies will be: Elevating Purpose.

Trends 296

Trends Customer Experience Customers Company 296

Experience Matters

NOVEMBER 9, 2016

It pulls from a variety of Temkin Group research, including: Data Snapshot: Channel Preferences Benchmark, 2016, Five C’s of Mobile VoC Disruption, Data Snapshot: Media Use Benchmark, 2016, and The State […].

Infographics 254

Infographics Groups Data Customer Experience 254

Experience Matters

JANUARY 4, 2017

In my post last year, we named 2016 “The Year of Emotion.” It’s once again the time of year when I publish Temkin Group’s CX trends. With my previous post, we declared 2017 “The Year of Purpose.” During this year, companies will be: Elevating Purpose.

Trends 295

Trends Customer Experience Customers Company 295

Experience Matters

OCTOBER 17, 2016

We published a Temkin Group report, State of Voice of the Customer Programs, 2016. This is the sixth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

Report 120

Report Groups Customers Customer Connectedness 120

Experience Matters

DECEMBER 27, 2016

Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. Voice of the Customer (VoC) programs are a central part of most customer experience efforts. For additional info, check out our VoC resource page.

Infographics 286

Infographics Resources Report Customers 286

Experience Matters

DECEMBER 27, 2016

Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. Voice of the Customer (VoC) programs are a central part of most customer experience efforts.

Infographics 286

Infographics Report Customers Customer Experience 286

Experience Matters

MAY 26, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S.

Customer Experience 206

Customer Experience Survey Consumers Industry 206

Experience Investigators by 360Connext

SEPTEMBER 22, 2015

89% of customers will decide based on customer experience in 2016. The post 5 Ways to Create a Better Customer Experience for 2016 appeared first on Customer Experience Consulting. And they’re making decisions because of it. How can you create a better customer experience now to compete in this changing marketplace?

Customer Experience 110

Customer Experience Customer Journeys Consulting Customers 110

Experience Matters

MAY 26, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S.

Insurance 200

Insurance Customer Experience Survey Industry 200

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.”

Groups 267

Groups Engagement Customer Experience Customers 267

Experience Matters

MARCH 16, 2017

We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions.

Interaction 240

Interaction Loyalty Trends Groups 240

QuestionPro Audience

AUGUST 23, 2017

In December 2016, NASA announced with the excitement that anyone could view, that they were in preparation for the occasion while presenting an overview at the American Geophysical Union’s Fall Meeting. This eclipse was undoubtedly the most watched, discussed, and economically relevant eclipse in history.

Infographics 268

Infographics Data Report Meeting 268

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?

Groups 223

Groups Company Customer Experience Customers 223

Vonage

AUGUST 30, 2016

We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details. Here are just a few ways you can connect with NewVoiceMedia at Dreamforce 2016. . And this year promises to be our biggest Dreamforce yet.

Sales 215

Sales Customer Confidence Connections Tips 215

Experience Matters

DECEMBER 16, 2016

You also know that we’ve called 2016 The Year of Emotion, and have been trying to raise the visibility of this key area with out Intensify Emotion efforts. […].

Customer Connectedness 217

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 217

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?

Groups 214

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.

Report 227

Report Groups Survey Customer Experience 227

Lumoa

NOVEMBER 15, 2017

On 14 November 2016, exactly one year ago, Lumoame Oy was registered in Helsinki. This year has been an amazing journey for us and we wanted to share this important moment with you. No surprise, the main discussion topic at #LumoaAnniversary was Customer Experience. We celebrated our first year with our supporters, friends, and customers.

Competitive Advantage 284

Competitive Advantage Conference Feedback Analysis 284

Kerry Bodine

JUNE 7, 2017

Check out 2016’s finalists and five winners: Brand Manual , Deutsche Telekom , Transformator Design , Philips Design and the student winner Gayle Rice. Finalists and winners will be promoted throughout 2017 and 2018 via the Service Design Network’s global media channels.

Conference 0

Conference Course Industry Brands 0

InMoment XI

MAY 4, 2022

In a 2016 post Talkdesk , a provider of call center solutions, reported the yearly turnover as 30-45%, double or triple that of all U.S. This is hardly a way to build loyalty, and the pressure to keep calls short contributes to the call center industry having the highest turnover of industries worldwide. (In industries in 2013.).

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

QuestionPro Audience

JANUARY 8, 2018

With a revenue of $482B in 2016, it’s safe to say Walmart knows what they’re talking about. So when one of the world’s top-selling companies created one, we tuned in to learn something new—and we learned that the most purchased item in Illinois are erasers. 10 – Land of the Free and Home of the Taxed?

Infographics 230

Infographics Retail Video Report 230

Lumoa

JUNE 4, 2018

Headquartered in Helsinki, Finland, Lumoa was founded in 2016. 585 9392, aleksi@icebreaker.vc About Lumoa Lumoa provides a simple customer experience analytics solution for medium and large enterprises across the Nordics. In 2017 more than 1,500,000 customer feedback responses were analysed using Lumoa. About Icebreaker.vc Icebreaker.vc

Analytics 284

Analytics Net Promoter Score Customer Experience Marketing 284

Experience Matters

NOVEMBER 15, 2017

One of the team’s strategic objectives this year was to make sure that CX is considered in decisions made across the company, and to that end it developed empathy programs, widely shared customer insights both horizontally and vertically, and established Enterprise and business unit metrics that incentivize an outside-in Read More.

Groups 202

Groups Customer Centricity Culture Metrics 202

ijgolding

FEBRUARY 20, 2017

Yet their research calculated that thanks to poor customer service during 2016, the financial cost to companies in the UK alone was costing companies over £37 BILLION!!! ( Only today, UK house builder, Bovis Homes saw their shares plunge as customer service failings dragged down their profits in 2016.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

QuestionPro Audience

MARCH 15, 2018

billion in 2016, millennials own more than 35% of pets in the U.S., billion Americans spent on pets in 2016. A recent study conducted by Gale found that 44% of millennials see their pets as “practice” for the real thing, with 21% citing that as the main reason for getting a pet, and 23% saying it was at least partially the reason.

Study 199

Study Report Innovation Groups 199

InMoment XI

JUNE 20, 2017

Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.

Survey 243

Survey Customer Service Company Customers 243

Alida

DECEMBER 1, 2016

The study, released in November 2016, showed that fintech adoption is particularly high in emerging markets like China and India. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 billion in funding. Half of banking customers around the world now use at least one product or service from a fintech firm. .

Customer Experience 193

Customer Experience Financial Banking Culture 193

QuestionPro Audience

AUGUST 3, 2018

Humans are creatures of habit, so it makes sense that 31% of consumers are going to dealerships where they previously purchased/leased, an increase from 27% in 2016 and 2017. In 2016, 70% of consumers felt confident with the price they paid, but in the 2018 study, only 62% are satisfied with their price point.

Consumers 199

Consumers Study Report Sales 199

QuestionPro Audience

MARCH 30, 2018

increase from 2016. Additionally, the 2017 NCAA Tournament was the most-watched in 24 years , with an average of 9,325,000 million viewers, up 10% from 2016 (8,513,000). According to Kantar Media, $1.285 billion in ad revenue was generated during last year’s March Madness tournament, a 3.3% With nearly one-third of the U.S.

Brands 191

Brands Sports Advertising Social Media 191