GetFeedback

MAY 9, 2019

That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. So when bad customer experiences happen, the news of it spreads on social channels and by word-of-mouth.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Customer service is the actual assistance or advice provided by the company to people, who want to use or are already using the product/service.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding. Value-as-a-Service Emerging.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

MARCH 20, 2018

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

Report 248

Report Airlines Industry Consumers 248

Experience Matters

MAY 8, 2017

This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last […].

Report 214

Report Groups Analysis Consumers 214

Experience Matters

OCTOBER 1, 2018

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

Experience Matters

MARCH 14, 2017

This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot). consumers about their media usage patterns and compared the results to similar data we […]. We just published a Temkin Group data snapshot, Media Use Benchmark, 2017.

Data 181

Data Groups Analysis Consumers 181

Experience Matters

MARCH 7, 2017

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. consumers to rate their recent interactions with […]. To generate these Ratings, we asked 10,000 U.S.

Report 194

Report Consumers Industry Interaction 194

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Mobile Mobile Mobile Formulations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Matters

JUNE 4, 2018

To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. We then compared results with similar studies we’ve conducted over the previous seven years.

Report 185

Report Study Industry Interaction 185

Experience Matters

JUNE 13, 2018

To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries. consumers about their journeys with 318 companies across 19 industries.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Customer service is the actual assistance or advice provided by the company to people, who want to use or are already using the product/service.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Experience Matters

OCTOBER 2, 2017

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. 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

MAY 5, 2015

This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ). consumers: Some of the findings form the research include: Consumers increased their daily computer usage across all nine social media sites we examined. in 2014 to 47.1%

Social Media 120

Social Media Data Groups Analysis 120

Experience Matters

MARCH 3, 2016

How do consumers feel about their purchases and subsequent customer service interactions? consumers about those experiences across 11 different industries. As you can see below: Across all industries, purchasing provides a more positive emotional response than customer service. To find the answer, we asked 10,000 U.S.

Customer Service 120

Customer Service Consumers Industry Customers 120

Experience Matters

MARCH 15, 2016

This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot). consumers about their media usage patterns and compared the results to similar data we […]. We just published a Temkin Group data snapshot, Media Use Benchmark, 2016.

Data 120

Data Groups Analysis Consumers 120

Experience Matters

NOVEMBER 18, 2015

This report ranks the loyalty of consumers to 293 companies across 20 industries. consumers to 293 companies across 20 industries. We published a Temkin Group report, 2015 Temkin Loyalty Index. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. includes report plus dataset in Excel).

Report 120

Report Loyalty Insurance Retail 120

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

MARCH 30, 2016

This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last […].

Report 120

Report Groups Analysis Consumers 120

Experience Matters

OCTOBER 11, 2016

Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […]. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

MARCH 8, 2016

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. consumers to rate 294 organizations across 20 industries. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S.

Report 120

Report Industry Feedback Consumers 120

Eptica

APRIL 25, 2018

Author: Olivier Njamfa Brands understand that consumer expectations are continually rising. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. Compelling Brand Values: Deliver on your brand promises to customers. Published on: April 25, 2018.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Qualtrics

FEBRUARY 1, 2019

With rising customer expectations, companies have an opportunity to join and advocate for this new level of customer connectedness and reap the benefits of increased business performance. Customer-centricity demands speed. If you don’t innovate fast enough, consumers will take their business elsewhere.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Study 20