Experience Matters

DECEMBER 27, 2016

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

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Infographics Report Customers Customer Experience 286

Experience Matters

NOVEMBER 9, 2016

I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like.

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Infographics Groups Data Customer Experience 254

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. Here’s the executive […].

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Report B2C B2B Groups 120

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

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Metrics Report Groups Study 120

Experience Matters

MARCH 15, 2016

We just published a Temkin Group data snapshot, Media Use Benchmark, 2016. Here’s the data snapshot description: In January 2016, we surveyed 10,000 U.S. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot).

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Data Groups Analysis Consumers 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 […].

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Net Promoter Score Study Report NPS 120

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.

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Report Groups Customers Customer Connectedness 120

Experience Matters

MARCH 30, 2016

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

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Report Groups Analysis Consumers 120

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

Report 120

Report B2C B2B Groups 120