Customer Bliss

JANUARY 5, 2017

The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” 78 percent of consumers are willing to allow retailers to use information from in-store purchases for a more customized experience. But these are a couple of 2017 predictions. ” (I am not among these experts, no.) Omnichannel.

Chatbots 236

Chatbots Omni-Channel Retail Trends 236

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 21, 2017

After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies?

Consumers 227

Consumers Company Connections Interaction 227

BlueOcean

JANUARY 4, 2017

We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available. But when a complex situation pushes a consumer to their wit’s end and forces them to contact the call center, the agent they need may not be the agent most brands provide.

Customer Service 223

Customer Service Call Center Hospitality Customer Service Representative 223

QuestionPro Audience

DECEMBER 15, 2017

There’s been a major disruption in consumer marketing in recent years. With DVR to fast forward through commercials and ad blockers on the internet, brands needed another way to reach consumers. Data from MuseFind shows 92% of consumers trust an influencer more than an advertisement or traditional celebrity endorsement.

Consumers 207

Consumers Social Media Advertising Study 207

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. consumers and 5,000 UK consumers about their experiences with companies. You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK.

Metrics 120

Metrics Consumers Survey Feedback 120

QuestionPro Audience

JUNE 21, 2018

The food and beverage industries count on American consumers purchasing traditional barbecue fare such as burgers, hot dogs, and beer. But with consumer’s eating habits evolving in search of more healthy options, these industries will need to make adjustments to their products in order to capitalize on their shifting tastes. .

Consumers 223

Consumers Trends Industry Report 223

QuestionPro Audience

DECEMBER 21, 2017

January 1 marks not just the beginning of many consumer’s journeys to their goals, but also a turning point for industries that stand to profit from these sudden shifts in consumer behavior. According to Hotels.com, in 2017 the average cost of a hotel room per night in popular U.S.

Consumers 220

Consumers Hotels Travel Transportation 220

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. To generate these scores, we asked 5,000 UK consumers to rate […]. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years.

Report 185

Report Groups Consumers Industry 185

Experience Matters

OCTOBER 24, 2017

We published a Temkin Group report, Temkin Loyalty Index, 2017. consumers to 329 companies across 20 industries. xls)) Temkin Group’s TLi is based on evaluating consumers’ likelihood to Read More. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®. See sample spreadsheet (.xls))

Loyalty 133

Loyalty Report Groups Study 133

QuestionPro Audience

JANUARY 31, 2018

And these brands are betting—very large sums of money—on consumers checking out their ads. Super Bowl weekend brings in serious revenue from consumer spending for liquor stores, restaurants and grocery stores. Consumers carry the spending momentum through from the holiday season into their Super Bowl festivities.

Consumers 199

Consumers Sports Study Sales 199

QuestionPro Audience

OCTOBER 24, 2018

We may be only halfway through October, but it’s not too early to think about the upcoming holidays, and more importantly to many consumers and retailers—holiday shopping. The average consumer plans to spend 5% more than they did in 2017, an average of $1,250 each, on travel, gifts and entertainment this holiday season.

Retail 170

Retail Consumers Entertainment Ecommerce 170

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

QuestionPro Audience

NOVEMBER 7, 2018

Consumers today are turning away from the mass-produced pantry staples of national packaged brands and turning to healthier, local and more “authentic” food. Large packaged foods companies like Kraft, Kellogg and ConAgra, have reported a decline in sales, as consumers are moving towards fresher options. Kellogg saw a 5.7%

Consumers 170

Consumers Industry Trends Study 170

Experience Matters

AUGUST 14, 2017

Temkin Group published the 2017 Temkin Online Ratings. consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. Based on a study of 10,000 U.S 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

QuestionPro Audience

JANUARY 31, 2018

And these brands are betting—very large sums of money—on consumers checking out their ads. Super Bowl weekend brings in serious revenue from consumer spending for liquor stores, restaurants and grocery stores. Consumers carry the spending momentum through from the holiday season into their Super Bowl festivities.

Consumers 150

Consumers Sports Study Sales 150

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

JULY 24, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. When we compare NPS to the 2017 Temkin Experience Ratings, UK , we find a very high level of correlation.

Net Promoter Score 120

Net Promoter Score NPS Transportation Insurance 120

Experience Matters

JUNE 20, 2017

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. Based on a study of 10,000 U.S 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

Experience Matters

JULY 5, 2017

This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list […]. That’s why Temkin Group has been measuring trust for several years in the U.S.

Groups 136

Groups Measurement Survey Consumers 136

Experience Matters

APRIL 10, 2017

We just published the 2017 Temkin Forgiveness Ratings. consumers to rate how likely consumers are to forgive 329 organizations across 20 industries (see full list of companies (.pdf)) It uses feedback from 10,000 U.S. pdf)) after they make a mistake. You can see all of the company data on the Temkin Ratings website.

Loyalty 159

Loyalty Consumers Industry Feedback 159

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

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

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Experience Matters

APRIL 16, 2018

in 2017 to 63.4% Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. consumers in January. Consumers Experiences Major Decline appeared first on Customer Experience Matters®. in 2018, the largest drop we’ve seen.

Consumers 149

Consumers Financial Study Groups 149

Experience Matters

JUNE 7, 2017

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

Insurance 120

Insurance Banking Study Groups 120

Experience Matters

MARCH 24, 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. Siemens and Vizio deliver the best customer experience in the TV and major appliances category, according to the 2017 Temkin Experience Ratings.

Consumers 120

Consumers Customer Experience Survey Industry 120

QuestionPro Audience

MARCH 28, 2018

In their 2018 Super Bowl ad “Iceberg”, they used copy from McDonald’s website against them (“our beef is flash frozen to seal in fresh flavor”) and urged consumers to “skip the hamburgers at the Frozen Arches”. Carter Wilkerson, a Nevada teen, became a Twitter sensation in 2017 when he went asked Wendy’s a simple question. RESPONSIVE.

Social Media 150

Social Media Consumers Interaction Brands 150

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

Helen Dewdney

AUGUST 13, 2022

Helen Dewdney, consumer champion presents The Complaining Cow Consumer Show on East London Radio. Most things relate to being consumers! All experts in their field, guests talk to a consumer expert! James Jones talks about consumer credit scores. Cristina Luna-Esteban from Ofcom talks about consumer protection.

Consumers 76

Consumers Travel Entertainment Tips 76

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 100

Trends Customer Engagement Engagement Contact Center 100

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 100

Trends Customer Engagement Engagement Contact Center 100

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Helen Dewdney

JULY 17, 2022

This week I spoke to Cristina Luna-Esteban on The Complaining Cow Consumer Show on East London Radio. Cristina Luna-Esteban is Director of Consumer Protection at Ofcom which she joined in April 2017 with responsibilities for driving forward Ofcom’s customer protection work and its fairness agenda. The interview.

Consumers 62

Consumers Wireless Consulting Communication 62

Alida

JUNE 1, 2017

Why we’re excited: New market entrants are disrupting the automotive space with creative models meant to appeal to consumers who are frustrated with the way things are today. The Vision Critical Auto CX Summit 2017 team: Paula Skier – Director, Automotive. When: June 20, 8:10 am – 8:30 am. Interested but not registered?

Automotive 157

Automotive Conference Retail Employee Engagement 157

Experience Matters

AUGUST 29, 2017

Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. consumer benchmark study, we asked a number of questions about people’s attitudes, employee behaviors, and company loyalty. It turns out that it has a pretty significant impact in both of these areas.

Study 434

Study Loyalty Groups Consumers 434