Experience Matters

AUGUST 15, 2016

Companies that have voice of the customer (VoC) programs (including NPS) often put in place a closed-loop process. Those efforts often focus on closing a single loop, immediately responding to a customer after they respond to a survey. But this represents only one of four loops that companies need to close.

Customer Insights 120

Customer Insights NPS Survey Report 120

Experience Matters

MAY 12, 2015

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness.

Report 120

Report Customer Connectedness Management Effort Score 120

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. Speech Analytics Piloting.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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

Clicktools

MAY 18, 2017

According to the Temkin Group, the four core competencies of customer experience are: Purposeful Leadership : Operate consistently with a clear set of values. Compelling Brand Values : Deliver on your brand promises to customers. Customer Connectedness : Infuse customer insight across the organization.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Experience Matters

MAY 15, 2017

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs.

Customer Journeys 120

Customer Journeys Report Groups Customer Insights 120

Experience Matters

MAY 15, 2017

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs.

Customer Journeys 120

Customer Journeys Report Groups Customer Insights 120

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. For additional info, check out our VoC resource page.

Infographics 286

Infographics Resources Report Customers 286

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016.

Infographics 286

Infographics Report Customers Customer Experience 286

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Experience Matters

MAY 17, 2018

Before I describe Assistance Engines, I want to go back to 2010 when I labelled VoC technologies as Customer Insight & Action (CIA) Platforms. The naming was important, because it correctly identified that vendors needed to focus more on “insight & action” than on customer feedback.

Customer Insights 120

Customer Insights Technology Feedback Customer Experience 120

Experience Matters

NOVEMBER 14, 2016

Why should customer experience (CX) professionals care? In the NY Times article Pollsters Face Hurdles in Changing Landscape, Ryan Knutson and Aaron Zitner discuss a number of reasons for recent high-profile polling failures, the Brexit vote and the U.S. presidential election.

Marketing 253

Marketing Customer Experience Customer Connectedness Customers 253

Experience Matters

FEBRUARY 14, 2018

The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how to run successful VoC programs. It appears that we on the verge of the next stage in evolution for VoC.

Feedback 241

Feedback Marketing Customer Experience Company 241

Eptica

APRIL 25, 2018

Compelling Brand Values: Deliver on your brand promises to customers. Customer Connectedness: Infuse customer insight across the organization. Purposeful Leadership: Operate consistently with a clear set of values. Employee Engagement: Align employees with the goals of the organization.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Experience Matters

OCTOBER 1, 2018

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. consumers.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

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

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

DECEMBER 20, 2016

Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […]. We published a Temkin Group report, The State of CX Metrics, 2016.

Metrics 185

Metrics Report Groups Study 185

Experience Matters

MARCH 14, 2017

We just published a Temkin Group data snapshot, Media Use Benchmark, 2017. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot). Here’s the data snapshot description: In January 2017, we surveyed 10,000 U.S.

Data 181

Data Groups Analysis Consumers 181

Experience Matters

JULY 19, 2017

We just published a Temkin Group report, Renovating Your Voice of the Customer Program. Here’s the executive summary: Voice of the customer (VoC) programs are essential to any customer experience effort. In recent years, VoC efforts have continued to expand Read More.

Report 171

Report Groups Customers Customer Experience 171

Experience Matters

JUNE 13, 2018

Few organizations deliver outstanding experiences to their customers. 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.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

Experience Matters

OCTOBER 17, 2017

We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. Here’s the executive summary: For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations.

Report 150

Report Groups Survey Customers 150

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2018.

Report 145

Report B2C B2B Groups 145

Experience Matters

OCTOBER 2, 2017

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017.

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

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017.

Report 120

Report B2C B2B Groups 120

Experience Matters

DECEMBER 20, 2016

Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […]. We published a Temkin Group report, The State of CX Metrics, 2016.

Metrics 120

Metrics Report Groups Study 120

Experience Matters

DECEMBER 5, 2016

We published a Temkin Group report, Capturing Insights from Online Customer Communities. Here’s the executive summary: Companies across a range of industries use online customer communities to augment their customer support, marketing, and product innovation efforts.

Report 120

Report Groups Innovation Customers 120

Experience Matters

DECEMBER 5, 2016

We published a Temkin Group report, Capturing Insights from Online Customer Communities. Here’s the executive summary: Companies across a range of industries use online customer communities to augment their customer support, marketing, and product innovation efforts.

Report 120

Report Groups Innovation Customers 120

Experience Matters

NOVEMBER 14, 2016

Why should customer experience (CX) professionals care? In the NY Times article Pollsters Face Hurdles in Changing Landscape, Ryan Knutson and Aaron Zitner discuss a number of reasons for recent high-profile polling failures, the Brexit vote and the U.S. presidential election.

Marketing 120

Marketing Customer Experience Customer Connectedness Customers 120

Experience Matters

OCTOBER 17, 2016

We published a Temkin Group report, State of Voice of the Customer Programs, 2016. This is the sixth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

Report 120

Report Groups Customers Customer Connectedness 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

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 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 four years.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

JULY 19, 2016

We just published a Temkin Group report, Five C’s of Mobile VoC Disruption: Best Practices for Embracing the Power of Mobile in Your Voice of the Customer Program. As mobile continues to grow in importance, companies will need to renovate their voice of the customer (VoC) programs.

Report 120

Report Groups Communication Company 120

Qualtrics

FEBRUARY 1, 2019

Customer-centricity is simply looking at your products and services from the customer’s point of view. Companies that are truly customer-centric have a comprehensive toolset designed to manage and drive customer insight at every level of the organization. Are your insights fast enough?

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Study 20