Experience Matters

JANUARY 4, 2017

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

Trends 296

Trends Customer Experience Customers Company 296

Experience Matters

JANUARY 4, 2017

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

Trends 295

Trends Customer Experience Customers Company 295

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

Customer Bliss

JANUARY 5, 2017

The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” Geofencing has become essential to most mobile and experience-driven marketers over the last few years ; that will only continue in 2017. But these are a couple of 2017 predictions. ” (I am not among these experts, no.)

Chatbots 236

Chatbots Omni-Channel Retail Trends 236

Experience Matters

JUNE 7, 2017

Temkin Group announces the release of the 2017 Temkin Trust Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries.

Insurance 262

Insurance Banking Study Groups 262

Experience Matters

MARCH 14, 2017

We just published a Temkin Group data snapshot, Media Use Benchmark, 2017. Here’s the data snapshot description: In January 2017, 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).

Data 181

Data Groups Analysis Consumers 181

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

eglobalis

FEBRUARY 26, 2018

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.

Customer Experience 279

Customer Experience Customers Innovation Culture 279

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

NOVEMBER 20, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The post Dataset: 2017 Temkin Loyalty Index, UK appeared first on Customer Experience Matters®.

Loyalty 161

Loyalty Analysis Study Consumers 161

Experience Matters

JULY 31, 2017

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. In January 2017, we surveyed 10,000 U.S. You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK. consumers and 5,000 UK consumers about their experiences with companies. As Read More.

Metrics 120

Metrics Consumers Survey Feedback 120

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

AskNicely

NOVEMBER 1, 2017

That is life at Dreamforce 2017. Here’s our “must-attend” list for Dreamforce 2017: Monday. Kick-off your Dreamforce 2017 experience at WalkMe’s kick-off party on Monday evening. The post We Have Your Dreamforce 2017 Party Plan appeared first on Net Promoter Score from AskNicely.

Net Promoter Score 150

Net Promoter Score Hospitality Financial Connections 150

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

JULY 17, 2017

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. In January 2017, we surveyed 10,000 Read More. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

Metrics 120

Metrics Survey Customer Experience Customers 120

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience.

Report 185

Report Groups Consumers Industry 185

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

OCTOBER 24, 2017

We published a Temkin Group report, Temkin Loyalty Index, 2017. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®. This is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries. See sample spreadsheet (.xls))

Loyalty 133

Loyalty Report Groups Study 133

Kerry Bodine

JANUARY 23, 2017

If so many people are already on board with journey mapping, why will 2017 will be the year of the journey? But I believe that journey management roles will become a mainstay of customer experience teams in 2017. In short, excitement for journey maps has reached fever pitch. Because it’s not about the maps.

Customer Journeys 168

Customer Journeys Exercises Touchpoint eBook 168

Experience Matters

MAY 1, 2017

We just published a Temkin Group report, The State of CX Management, 2017. For the eighth straight year, Temkin Group has evaluated the state of Customer Experience (CX) management at large companies.

Report 181

Report Management Groups Customer Experience 181

Centercode

JULY 5, 2023

Centercode is heading to Las Vegas, Nevada for the biggest tech event of the year: CES 2017! Hosted by the Consumer Technology Association, CES 2017 will be held from January 5-8. Celebrating its 50th anniversary, the show is again set to be abuzz with tech companies of every size and shape showcasing their latest products […]

Meeting 52

Meeting Consumers Technology Company 52

Experience Matters

JUNE 12, 2017

This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]. Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them.

Groups 161

Groups Loyalty Industry Measurement 161

ijgolding

OCTOBER 2, 2017

It’s part of a broader celebration of Customer Experience Day 2017. On the 3rd October 2017, the world will once again celebrate CX Day. However – there is that word again – as I write this article in October 2017, there are 616 CCXPs globally. Check out posts from other bloggers at the blog carnival. Or even 1997?

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

Customer Bliss

JANUARY 3, 2017

Today is the first day of office work in 2017 for many people. It’s a long way from now until the end of 2017, and so much potential is in front of you. So what are your goals in 2017? While I know some of you worked on 1/2, it was technically a federal holiday.) You’ll arrive at your desk/office/cubicle/etc.

Leadership 183

Leadership Culture Strategy Software 183

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017? Here’s what we learned.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

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

Customer Bliss

DECEMBER 1, 2016

I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. You can clip and save this post to review during the holidays and get ready for 2017. Here we are, finally, at the last month of the year. Happy December!

Customer Experience 130

Customer Experience Customers B2B Connections 130

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization.

Employee Engagement 133

Employee Engagement Report Engagement Groups 133

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

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. Rather than describing what I observed in 2016 specifically, I want to encourage people to think about what they should be doing in 2017.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

Who's Your Gladys?

SEPTEMBER 24, 2017

The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys? We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills.

Customer Service 164

Customer Service Customers Communication Technology 164

CustomerGauge

DECEMBER 13, 2016

2017 is already knocking on the door, so we thought it would be useful for our readers out there to know who are some of the top customer experience influencers they can follow in the upcoming year. The post 20 Customer Experience Influencers to Follow in 2017 appeared first on CustomerGauge.

Customer Experience 0

Customer Experience Customers 0

Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization.

Employee Engagement 120

Employee Engagement Report Engagement Groups 120

Experience Matters

JUNE 20, 2017

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row.

Customer Service 149

Customer Service Banking Study Groups 149

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. And I ought to know.

Contact Center 120

Contact Center Connections Conference Case Study 120