Experience Matters

JUNE 21, 2016

We just published a Temkin Group report, Economics of Net Promoter, 2016. We asked thousands of consumers to give an NPS to 294 companies across 20 industries, […].

Net Promoter Score 149

Net Promoter Score Report Effort Score NPS 149

InMoment XI

JULY 28, 2016

In the automotive industry the perception of car manufacturers and consumers are drifting miles apart Authors: Jörg Sgries & Catja Sander 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit.

Automotive 150

Automotive Industry Consumers 150

InMoment XI

JULY 28, 2016

In the automotive industry the perception of car manufacturers and consumers are drifting miles apart Authors: Jörg Sgries & Catja Sander 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit.

Automotive 150

Automotive Industry Consumers 150

InMoment XI

JULY 28, 2016

In the automotive industry the perception of car manufacturers and consumers are drifting miles apart 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit. View Article

Automotive 150

Automotive Industry Consumers Communication 150

Experience Matters

MARCH 8, 2016

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. consumers to rate 294 organizations across 20 industries. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S.

Report 120

Report Industry Feedback Consumers 120

Experience Matters

NOVEMBER 15, 2016

We published a Temkin Group report, Temkin Loyalty Index, 2016. consumers to 294 companies across 20 industries. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […].

Loyalty 120

Loyalty Report Groups Study 120

Experience Matters

AUGUST 1, 2016

Temkin Group just published a data snapshot, Social Media Benchmark, 2016. This annual research effort shows how consumer use of social media sites on both computers and mobile phones are changing. Here’s a description of the data snapshot: In January 2016, we surveyed 10,000 U.S.

Social Media 120

Social Media Data Groups Consumers 120

Experience Matters

SEPTEMBER 27, 2016

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2016. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions.

Data 120

Data Groups Consumers Survey 120

Experience Matters

MARCH 15, 2016

We just published a Temkin Group data snapshot, Media Use Benchmark, 2016. 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 2016, we surveyed 10,000 U.S.

Data 120

Data Groups Analysis Consumers 120

Experience Matters

JUNE 6, 2016

We 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. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all […].

Industry 60

Industry Survey Consumers Customer Experience 60

Experience Matters

OCTOBER 24, 2016

We published a Temkin Group report, ROI of Customer Experience, 2016. consumers that describes both their experiences with and their loyalty to different companies. […]. This research shows that CX is highly correlated to loyalty across 20 industries.

ROI 120

ROI Report Customer Experience Groups 120

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 Matters

JUNE 14, 2016

USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. consumers (see.pdf with full list of companies). These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S.

Customer Service 120

Customer Service Study Consumers Customers 120

NICE inContact

OCTOBER 28, 2016

In our 2016 Consumer Research Report , we found that customer support representatives (CSRs) are still using phone-based support 86% of the time. The post inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant appeared first on inContact Blog.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

Experience Matters

MAY 10, 2016

Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWBi) based on a few of those attitudinal elements.

Consumers 120

Consumers Study Groups Survey 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

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

JULY 12, 2016

consumers, the 2016 Temkin Web Experience Ratings examine 257 companies across 20 industries (see full list of companies (.pdf)). For the third straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. You can see all of the company data on the Temkin Ratings website.

Study 120

Study Consumers Industry Data 120

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. In 2016, we expect this consumer behavior to push more companies to break apart their offerings into bite-sized pieces.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

InMoment XI

APRIL 28, 2016

Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. Happy customers alone aren’t strong incentives.”

Consumers 150

Consumers Retail Financial Customer Satisfaction 150

InMoment XI

APRIL 28, 2016

Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. Happy customers alone aren’t strong incentives.”

Consumers 150

Consumers Retail Financial Customer Satisfaction 150

InMoment XI

APRIL 28, 2016

Article published in WardsAuto, April 28, 2016 [link] Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. Happy customers alone aren’t strong incentives.”

Consumers 150

Consumers Retail Financial Customer Satisfaction 150

Experience Matters

MARCH 16, 2017

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

Interaction 240

Interaction Loyalty Trends Groups 240

Experience Matters

MAY 25, 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.

Groups 192

Groups Customer Experience Survey Consumers 192

Experience Matters

MARCH 30, 2016

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2016.

Report 120

Report Groups Analysis Consumers 120

eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. However, Samsung’s influence extends far beyond consumer electronics.

e-support 445

e-support Innovation Customer Centricity Loyalty 445

Experience Matters

OCTOBER 27, 2016

consumers prefer to communicate with each other, analyzing their answers to the question, Which method would you most likely use to communicate with your friends? As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […].

Communication 120

Communication Consumers Customer Experience Customers 120

Experience Matters

MAY 23, 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. MetroPCS, Virgin Mobile, and TracFone tied for the top spot out of seven wireless carriers in the 2016 Temkin Experience Ratings.

Wireless 174

Wireless Customer Experience Survey Consumers 174

QuestionPro Audience

JANUARY 17, 2018

The Consumer Electronics Show (CES) is an annual trade show where the consumer technology world goes to introduce their newest innovations to the marketplace. Even better, it comes with lawn mowing and leaf blowing attachments, so you can retire from yard work forever.

Consumers 236

Consumers Innovation Technology Measurement 236

Experience Matters

MAY 23, 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. Out of 17 utility companies we looked at, Florida Power & Light and SoCalGas tied for the top spot. Each earned a rating of 67%, which put them […].

Company 174

Company Customer Experience Consumers Survey 174

Experience Matters

MAY 24, 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 168

Customer Experience Survey Industry Consumers 168

QuestionPro Audience

MAY 2, 2018

According to Tostito’s press release , they have teamed up to help consumers get to and from their Cinco de Mayo celebrations safely. to $98 million in 2016. This partnership can potentially reach new consumers for Snickers, as WrestleMania draws tens of thousands of fans every year, with attendance continuing to grow. .

Brands 236

Brands Marketing Consumers Sales 236

C3Centricity

AUGUST 17, 2020

89% of consumers have stopped doing business with a company after experiencing poor customer service. 94% of consumers say they are more likely to be loyal to a brand that offers transparency. A 2016 Spencer Stuart survey shows data analysis and insights are one of the three main areas where CMOs need the most development as a leader.

Strategy 293

Strategy Customer Centricity Social Media Analysis 293

QuestionPro Audience

DECEMBER 4, 2017

Now that consumers are aware of the benefits these products can provide, the industry is working to improve and enhance the wearer’s experience. Today, the wearable technology market consists of clothing, earware, wristbands, eyewear and clip-on devices, and is expected to expand even further. million units to be sold.

Technology 247

Technology Exercises Fashion Insurance 247

QuestionPro Audience

MARCH 30, 2018

Brands know they have an opportunity to reach a large audience, and spend the month engaging consumers via social media and advertising. 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).

Brands 191

Brands Sports Advertising Social Media 191

QuestionPro Audience

JANUARY 8, 2018

A good map-graphic is always an interesting read when it comes to trends in consumer insights. With a revenue of $482B in 2016, it’s safe to say Walmart knows what they’re talking about. With a revenue of $482B in 2016, it’s safe to say Walmart knows what they’re talking about. By: QuestionPro Audience.

Infographics 230

Infographics Retail Video Report 230

Experience Investigators by 360Connext

FEBRUARY 23, 2015

I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. To that end, all GM cars will have in-car wifi by the end of 2016. Customers have a new voice in innovation.

Innovation 110

Innovation Consumers Social Media Feedback 110