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

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Eptica

APRIL 25, 2018

Compelling Brand Values: Deliver on your brand promises to customers. Customer Connectedness: Infuse customer insight across the organization. Think of Jeff Bezos at Amazon whose mantra is “We start with the customer and work backwards.”

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

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

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

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

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

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

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

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

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

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

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

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