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

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years.

NPS 267

NPS Net Promoter Score Report B2B 267

Experience Matters

FEBRUARY 8, 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. The initial infographic examined CX efforts and ROI. In this infographic, we examine 12 factoids on CX ratings, people, and leadership.

Infographics 205

Infographics Leadership ROI Groups 205

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

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors.

Report 120

Report Groups Survey Data 120

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors.

Report 120

Report Groups Survey Data 120

Experience Matters

DECEMBER 28, 2017

As you can see in the chart below, Temkin Group published a lot of interesting research in 2017. The topics covered a number of areas, including: Best practices Industry benchmark data Competency & maturity assessments Business impact & ROI Next year should be even Read More. I’m very proud of what our team accomplished.

Groups 175

Groups ROI Study Survey 175

ECXO

MARCH 6, 2025

While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. Instead, frame CX initiatives in terms of ROI as well as Lynn Hunsaker often writes about. April 28, 2017). June 21, 2022). McKinsey Insights.

B2B 339

B2B Customer Journeys How To Effort Score 339

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Scrutinize loyalty/retention and other efforts for win-win, mutual value and ROI — from the customer’s viewpoint. It’s all about keeping your eye on the prize with a sensible plan.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. Live Chat ROI Calculator. Fill in your team’s details into this live chat ROI calculator and see how much YOU can save! ROI Calculator. More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits?

Customer Service 246

Customer Service Apparel Abandon Rate ROI 246

Totango

OCTOBER 14, 2024

Go-to-market teams need to prioritize customer ROI as the driver of decision-making, metrics tracking, and relationship management. Account executives can’t sell like it’s 2017 anymore. The customer-led growth ROI paradigm Is your solution getting your customer champion promoted? This is where customer-led growth comes in.”

ROI 71

ROI Marketing How To Effort Score 71

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Nothing wrong with that! Always good to revisit this topic because it is such a hot one for customer experience professionals. Always the same (great) story, regardless.

Customer Experience 142

Customer Experience ROI Airlines Insurance 142

C3Centricity

DECEMBER 31, 2018

These are the most shared marketing infographics of 2017. If this is your situation, just follow the detailed steps of this post and you will soon be doubling, quadrupling, if not 10x the ROI of your data! Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World). Your brand is not what you think it is!

Brands 293

Brands Strategy Customer Journeys Infographics 293

NICE inContact

DECEMBER 19, 2017

I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Drive Revenue with Great Customer Experience, 2017 – Forrester Research. Digital Customer Experience Trends, 2017 – Forrester Research. The ROI of SaaS – Forrester Research. Happy reading!

Report 121

Report Contact Center Omni-Channel Call Center 121

ShepHyken

OCTOBER 16, 2017

The Elusive ROI of Customer Experience by Annette Franz. What’s the ROI? This excellent post by Annette focuses on how to prove the ROI on CX for the C-Suite. The post 5 Top Customer Service Articles for the Week of October 16, 2017 appeared first on Shep Hyken. What’s in it for us?

Customer Service 79

Customer Service ROI Retail Touchpoint 79

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. This can be boiled down to a number of core challenges such as: proving ROI and quantifying the business value of customer experience efforts, unifying the organisation siloes and overcoming legacy protocol and technological infrastructure. What is our net customer asset growth?

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

BlueOcean

JANUARY 9, 2018

Here’s why: out of all available contact center tools, AI and chatbots are expected to gain the 3 rd highest ROI, after website capabilities and mobile applications. Ultimately, however, the ROI on AI in the contact center will be a massive motivator.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Alida

AUGUST 30, 2017

Working with stakeholders outside of research is crucial to getting more ROI from Sparq and increasing your profile in the organization. De-mystify ROI measurement. But measuring ROI in a meaningful way can sometimes be challenging, especially without a framework on how to do it.

ROI 100

ROI Innovation Effort Score Customer relationships 100

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. So how can customer experience teams demonstrate ROI in concrete terms and move beyond anecdote when it comes to justifying investments? Unhappy ones do the same.

ROI 63

ROI Financial Self Service Customer Experience 63

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. ROI in Agent Happiness (and Better Allocation of Corporate Resources). Calculating the ROI of Chatbots. Why Chatbots? Chatbots look good on paper.

Chatbots 180

Chatbots Self Service ROI Contact Center 180

ReviewTrackers

OCTOBER 3, 2017

Innovation was the highlight at last week’s 2017 SHSMD Connections, the annual conference for healthcare marketing, public relations and communications, and strategic planning professionals. ROI Based Marketing. Berg and Ochu provided a ten-step marketing process to understand marketing ROI. The steps: Market Action. Media Plan.

Connections 56

Connections Healthcare ROI Conference 56

C3Centricity

DECEMBER 3, 2018

With so much information available today, marketing is being challenged to demonstrate its ROI. in 2017, down from a 2.2% An excellent article by Shep Hyken called “Ten customer service and customer experience trends for 2017” details the essentials of a forward-thinking customer-first strategy and what it means today.

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

InteractionMetrics

MAY 4, 2017

The post May 2017: Dedicated to Improving Customer Service & Measuring CX ROI appeared first on Interaction Metrics. They’ll be presenting “10 Laws You Need to ACE the Customer Experience.” Attendees will learn how to improve customer service […].

ROI 40

ROI Measurement Customer Service Metrics 40

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.

Report 145

Report B2C B2B Groups 145

Beyond Philosophy

MARCH 20, 2017

Forrester Research declares 2017 the year that businesses become customer-obsessed. I have just read a great new book called Value-ology Palgrave McMillan, 2017. This means you should demonstrate the ROI of your solution using real customer testimonials or case studies. So what is the secret? Providing ‘value’ to the Customer.

Customer Centricity 137

Customer Centricity Case Study Sales ROI 137

Kayako

JUNE 1, 2017

Over the past three years more industries have recorded a dramatic decline in customer satisfaction than those who have improved, according to the Temkin Group’s 2017 Experience Ratings Report (a cross-industry open standard benchmark of customer experience). This can soon negate potential ROI from better collaboration.

Customer Service 205

Customer Service Return on Investment Fashion Customer Satisfaction 205

Lumoa

JANUARY 11, 2022

Aiming for a high NPS score will help you in increasing your profit and achieve a high ROI on your customer experience. Improves Business Profit The business profit comes from the customers, and if your customers are happy with your brand, they will come back. NPS surveys or full NPS analytics? reminds me a lot “Chicken vs. Egg”-dilemma.

NPS 243

NPS Software Net Promoter Score Survey 243

C3Centricity

SEPTEMBER 16, 2019

Adding value to a company also increases the ROI of its marketing investments. ACSI is still below its high watermark from 2017, yet GDP growth has, by and large, increased over the same time periods.". This is the fourth consecutive, though small, drop in customer satisfaction since July 2017, when the index score was 78.2.

Customer Centricity 184

Customer Centricity Measurement How To Customer Satisfaction 184

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. When: July 4 to 5, 2017. When: June 5 to 7, 2017. When: May 16 to 17, 2017. When: June 20 to 21, 2017. When: July 17 to 19, 2017. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Customer Bliss

DECEMBER 29, 2017

As 2017 comes to an end, I’m thanking all of you who have taken the time to listen to my podcast. Many of us are spending these last few days of the year relaxing, so during this time, I’m replaying 3 of my most popular podcast episodes of 2017. If this ROI isn’t there, very few will ultimately care.'

Groups 111

Groups Chief Customer Officer ROI Leadership 111

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Claim the full promise of customer experience ROI by balancing customer acquisition and retention. Acquisition Addiction’s Impact on Customer Experience ROI.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

TechSee

MAY 1, 2018

Utilities recognize that in the short-term, investment in AI can deliver the highest ROI in terms of improving speed and efficiency, enabling better data processing and analytics, and enhancing the customer experience (CX). According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Self Service 132

Self Service Analytics Call Center Report 132

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.

Financial 186

Financial Measurement Leadership Resources 186

Think Customers

OCTOBER 4, 2019

According to the report, usage of virtual assistants increased from 2017 to 2019 in a number of areas, including purchases (from 35 percent to 53 percent), customer service (from 37 percent to 52 percent), and making payments (from 28 percent to 48 percent). Consumer adoption has led to ROI, according to the research.

ROI 53

ROI Automotive Insurance Study 53

CX Journey

JULY 5, 2018

It appeared on their blog on December 14, 2017. The output goes from basic descriptive statistics to metrics and trends to insights and stories to ROI and financial linkages to predictive and prescriptive recommendations that retain customers. Image courtesy of Pixabay I originally wrote today's post for Logi Analytics.

Data 119

Data Customer Experience Professionals Metrics Analytics 119