Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. The post Report: The State of CX Metrics, 2017 appeared first on Customer Experience Matters®. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.

Metrics 228

Metrics Report Groups Study 228

Experience Matters

NOVEMBER 13, 2017

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. The post Report: 2017 Temkin Experience Ratings of Tech Vendors appeared first on Customer Experience Matters®.

Report 227

Report Groups Survey Customer Experience 227

Michelli Experience

DECEMBER 27, 2016

In 2017, why not set a new standard for experience delivery? Here’s the question – which 10% of your customers are you willing to dissatisfy? How about not settling for 90% satisfaction level but “perfect” experiences – flawless and caring ones which are delivered to every customer, every time – NO EXCUSES!

Customer Experience 223

Customer Experience Hotels Leadership Customers 223

Experience Matters

MARCH 7, 2017

We published the 2017 Temkin Experience Ratings, the seventh annual release of this comprehensive customer experience benchmark. Here’s the executive summary: 2017 is the seventh straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.

Report 194

Report Consumers Industry Interaction 194

BlueOcean

JANUARY 4, 2017

In 2017, we believe that the next big leap forward in customer service is not going to come from “how” we handle customer service – it will come from redefining “who” handles customer service. As 2017 begins, we anticipate that more brands will see the value of hiring Controllers, as Matt Dixon calls them, into their customer service team.

Customer Service 223

Customer Service Call Center Hospitality Customer Service Representative 223

Experience Matters

JANUARY 3, 2017

And now, in 2017, we are focusing on … Purpose. Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. Why “purpose,” you might ask?

Groups 223

Groups Company Customer Experience Customers 223

Experience Matters

APRIL 4, 2017

We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 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 200

Industry Survey Consumers Customer Experience 200

Experience Matters

JANUARY 3, 2017

And now, in 2017, we are focusing on … Purpose. Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. Why “purpose,” you might ask?

Groups 214

Groups Company Customer Experience Customers 214

Experience Matters

SEPTEMBER 11, 2017

Temkin Group has labelled 2017 The Year of Purpose for customer experience. Anyone who attends the Temkin Group webinar will receive a code for downloading a free copy of the report, Lessons in CX Excellence, 2017. Last year, Temkin Group had a great time celebrating CX Day. Free research. Read More.

Groups 121

Groups Report Customer Experience Customer Experience Professionals 121

Experience Matters

NOVEMBER 15, 2017

The post 2017 Temkin Group CX Excellence Award Winners appeared first on Customer Experience Matters®.

Groups 202

Groups Customer Centricity Culture Metrics 202

Storyminers

MAY 31, 2017

The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. You can get your own copy of this research/guidance here < The 2017 Customer Experience Excellence Analysis > The post One Of The Best CX Resources Of 2017 appeared first on Storyminers.

Resources 194

Resources Hotels Guidelines Customer Experience Design 194

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

Report 214

Report Groups Analysis Consumers 214

Experience Matters

JULY 10, 2017

We just published a Temkin Group report, Economics of Net Promoter Score, 2017. 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 this metric actually relate to loyalty? consumers […].

Net Promoter Score 55

Net Promoter Score Report Effort Score NPS 55

Experience Matters

JANUARY 26, 2017

We recently published our annual listing of CX trends. In case that wasn’t enough to satiate your needs, here’s a recorded webinar and an infographic describing the trends… Click on figure above to download infographic as a.png file, or click here to download it as a .pdf.Filed

Infographics 294

Infographics Trends Video Customer Experience 294

Experience Matters

AUGUST 14, 2017

Temkin Group published the 2017 Temkin Online Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th.

Insurance 189

Insurance Banking Online Experience Study 189

Vonage

FEBRUARY 23, 2017

The post Everything you need to know about the consumer of 2017 appeared first on Blog | NewVoiceMedia. Which statistic do you think will have the biggest impact on the future success of your business? Share your thoughts below.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

PeopleMetrics

JANUARY 20, 2025

Even in 2017, machine learning (a form of AI) was recognized as essential to making sense of unstructured customer feedbackthose open-ended comments that tell you the "why" behind your scores. Deeper Understanding of Context and Nuance In 2017, machine learning excelled at identifying patterns and classifying feedback.

Analytics 118

Analytics Airlines Trends Feedback 118

Michelli Experience

DECEMBER 28, 2016

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Infographics 214

Infographics Customer Experience Customers Employee Engagement 214

BlueOcean

MARCH 20, 2017

The virtual classroom of 2017 is a thing of beauty. The post What’s the State of Work-at-Home in Customer Care in 2017? Essentially, this means working solo within a separate work area to see how well the agent performs working “alone” and if they even enjoy it. The Virtual Classroom. Is It Enough? This is a great topic of discussion.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

Experience Matters

DECEMBER 22, 2016

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes.

Culture 241

Culture Customer Experience Employee Engagement Customers 241

Experience Matters

JULY 26, 2017

I recently attended the fifth annual World Congress on Positive Psychology (WCPP) in Montreal with Aimee and Karen. It was four amazing four days of inspiration and reflection. I’m already looking forward to the next WCPP in Melbourne in 2019 (it’s a bi-annual event).

Customer Experience 209

Customer Experience Customers 209

Lumoa

DECEMBER 5, 2017

— Slush (@SlushHQ) 30 November 2017. "Each " @markpinc #slush17 — Nestholma (@nestholma) 30 November 2017. slush17 #UserExperience @veen pic.twitter.com/NBgNhA2Jv5 — Columbia Road (@columbiaroadcom) 1 December 2017. at #Slush17 #UX #usability — Jussi Kapanen (@JussiKapanen) 1 December 2017.

Healthcare 256

Healthcare Customer Centricity Innovation Customers 256

Experience Matters

MAY 24, 2018

pdf format Here are links to the research referenced in the infographic: Five Steps For Building A Strong CX Metrics Program The State of CX Metrics, 2017. poster: in .jpg jpg format, in .pdf The post Mastering Customer Experience Metrics (Infographic) appeared first on Customer Experience Matters®.

Infographics 319

Infographics Metrics Customer Experience Customers 319

PeopleMetrics

FEBRUARY 13, 2025

This is as true in 2025 as it was in 2017. True in 2017 and even more true today. As I outlined in the book , the reality is, VoC doesnt live in a vacuumit touches multiple departments, each playing a crucial role in making customer insights actionable. Maybe even more so. Your Best Friend in VoC?

Analysis 109

Analysis Healthcare Feedback Analytics 109

Experience Matters

MARCH 20, 2017

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S.

Hotels 195

Hotels Customer Experience Survey Industry 195

Experience Matters

MARCH 22, 2017

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. Regions and Citizens deliver the best customer experience in the banking industry, according to the 2017 Temkin Experience Ratings.

Banking 194

Banking Customer Experience Survey Industry 194

Experience Matters

JANUARY 18, 2018

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. This first infographic looks at CX efforts and the ROI of those activities.

Infographics 140

Infographics ROI Groups Customer Experience 140

Lumoa

JUNE 4, 2018

billion in 2017 at a compound annual growth rate of 20.8%. In 2017 more than 1,500,000 customer feedback responses were analysed using Lumoa. The team is very strong in their ability to execute the unique product to B2B market and is able to create a world-class solution for industry leaders.” “The billion by 2022 growing from $4.76

Analytics 284

Analytics Net Promoter Score Customer Experience Marketing 284

QuestionPro Audience

JANUARY 5, 2018

That may not seem like much of an edge since it is an increase over 2017, but it’s the lowest increase in NACE’s fall survey in 7 years. The annual college recruiting survey from NACE found employers plan to hire 4% more grads this year than last.

Survey 0

Survey Brands Company 0

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

InMoment XI

APRIL 27, 2017

The age of automation is going to be the age of do it yourself.” — Marshall McLuhan, 1964 I recently had the pleasure of delivering the closing keynote at CXFusion 2017. I spoke to conference attendees about the importance of human touch in an automated world. This topic is a daily tug-of-war we’re all experiencing at. View Article

Conference 249

Conference 249

Experience Matters

FEBRUARY 26, 2018

pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Employee Engagement Benchmark Study, 2017. poster: in .jpg jpg format, in .pdf The post Employee Engagement: A Goldmine of Untapped Value (Infographic) appeared first on Customer Experience Matters®.

Employee Engagement 218

Employee Engagement Infographics Engagement Customer Centricity 218

PeopleMetrics

MARCH 6, 2025

This is as true today as it was when I wrote Listen or Die in 2017. The shorter your survey, the better your response rates will typically be. For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?"

Survey 117

Survey Net Promoter Score Hotels NPS 117

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

JULY 25, 2019

The two largest gaming regions, Asia Pacific and North America, accounted for 78 percent of global revenues in 2017. Gaming is an ever-developing and integral segment of this market.

Industry 47

Industry Entertainment Marketing 47

Experience Matters

DECEMBER 4, 2017

Here are some of our most recent infographics: The Ultimate CX Infographic, 2017 6 Levers For Executive Commitment to CX The Power of Customer Journey Thinking The Human Conversational Model The Four CX Core Competencies State of Voice of the Customer The Rise of Mobile CX Guide to Organizational Culture Change ROI of Customer Read More.

Infographics 48

Infographics Customer Experience ROI Culture 48

Centriam Customer Experience Lab

DECEMBER 12, 2017

Using conclusions drawn from Centriam’s 2017 Retail Study, we have proposed areas of focus to enhance customer experience for two common NPS objectives.

Retail 218

Retail Customer Experience Strategy NPS 218