Customer Bliss

AUGUST 3, 2017

Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Customers actually want more of the emotional side of it.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 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. 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

Experience Matters

JUNE 21, 2016

We just published a Temkin Group report, Economics of Net Promoter, 2016. 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?

Net Promoter Score 149

Net Promoter Score Report Effort Score NPS 149

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 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. 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

DECEMBER 29, 2016

In case you missed some of Temkin Group’s research, here’s a recap of our 2016 publications. In 2016, we surveyed 20,000 U.S. consumers, 800 IT decision makers, 300 HR professionals, and more than 2,500 other professionals. We also had detailed interviews with more than 150 professionals.

Groups 145

Groups Report Trends Survey 145

Vonage

MARCH 28, 2019

Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most. In 2016, Bain & Co. When their customers were asked, only eight percent agreed with them.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Establishing a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking Culture 193

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

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. This year, […].

Report 120

Report Industry Feedback Consumers 120

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 221

Customer Experience Social Media Video Customers 221

ijgolding

JUNE 14, 2016

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. So what did people see as either enabling customer centric behaviour… or frustrating it?

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The UK Customer Experience Awards is for any organisation wishing to share the amazing things they have done in the last twelve months to genuinely put customers at the heart of everything they do.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Kayako

JANUARY 24, 2018

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

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.

Industry 60

Industry Survey Consumers Customer Experience 60

NICE inContact

OCTOBER 28, 2016

amassed a large installed base of both large and small customers. ” Being recognized as a leader once again validates the work we’ve accomplished in the past 12 months as we’ve strengthened our ability to help organizations: Handle customer inquiries effectively and efficiently from all channels. . Integrations are Key.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

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

ijgolding

MARCH 22, 2017

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. or Consumer companies like Unilever and P&G can be quoted as perfect examples. The cost of bad experience is around $ 80.00 The cost of bad experience is around $ 80.00

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

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

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

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.” View Article.

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.” View Article

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.” View Article

Consumers 150

Consumers Retail Financial Customer Satisfaction 150

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.

Retail 136

Retail Customer Experience Survey Industry 136

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.

Customer Experience 136

Customer Experience Survey Industry Consumers 136

Experience Matters

MAY 3, 2016

We just published the 2016 Temkin Forgiveness Ratings, the sixth year of the ratings. consumers to rate the level of trust that consumers have with 294 organizations across 20 industries (see.pdf with full list). It uses feedback from 10,000 U.S. You can see all of the company data on the Temkin Ratings website.

Banking 120

Banking Consumers Feedback Industry 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. Of the 10 software firms we looked at, Google earned the highest score for the second year in a row with a rating of 66%, putting it in […].

Software 136

Software Customer Experience Survey Consumers 136

Experience Matters

JUNE 14, 2016

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

Customer Service 120

Customer Service Study Consumers Customers 120

Experience Matters

APRIL 12, 2016

We just published the 2016 Temkin Trust Ratings, the sixth year of the ratings. consumers to rate the level of trust that consumers have with 294 organizations across 20 industries (see.pdf with full list). It uses feedback from 10,000 U.S. You can see all of the company data on the Temkin Ratings website.

Consumers 120

Consumers Feedback Industry Data 120

Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

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

JULY 12, 2016

For the third straight year, USAA took the top spot in the Temkin Web Experience Ratings. consumers, the 2016 Temkin Web Experience Ratings examine 257 companies across 20 industries (see full list of companies (.pdf)). 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

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. But with people having changed their purchasing habits and perspectives due to lockdown, this seems the perfect time to reconsider your customer-first strategy. A customer-first strategy is not so hard. Just think customer first in everything you do.

Strategy 293

Strategy Customer Centricity Social Media Analysis 293

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. The result is that businesses lose customers instead of the growth they’d planned. Customers value the quality of customer service as much as price and quality of products. Your customers want to help themselves.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

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

JUNE 2, 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 120

Customer Experience Survey Consumers Industry 120