Customer Connectedness, Customer Insights and ROI

An Article On Customer Experience That Actually Makes Sense

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MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience

Customer Experience Customer Journeys Effort Score Metrics

State of Voice of the Customer (Infographic)

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

Infographics Resources Report Customers

State of Voice of the Customer (Infographic)

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

Infographics Report Customers Customer Experience

4 ways to transform your CX maturity levels

Eptica

APRIL 25, 2018

Compelling Brand Values: Deliver on your brand promises to customers. Customer Connectedness: Infuse customer insight across the organization. You might also be interested in these posts: How good is the digital customer experience from travel brands? Why it is time to calculate the ROI of VoC programs.

Customer Connectedness

Customer Connectedness Self Service Brand Values Financial

Report: Net Promoter Score Benchmark Study, 2018

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

Net Promoter Score Study Report NPS

Report: What Happens After a Good or Bad Experience, 2017

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

Report

Report Groups Analysis Consumers

Report: What Happens After a Good or Bad Experience, 2018

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

Report Study Industry Interaction

Report: The State of CX Metrics, 2016

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

Metrics Report Groups Study

Report: The Customer Journeys That Matter The Most

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

Customer Journeys Report Groups Industry

Report: Lessons in CX Excellence, 2018

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

Report B2C B2B Groups

Report: Net Promoter Score Benchmark Study, 2017

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

Net Promoter Score Study Report NPS

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

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

NPS Net Promoter Score Report B2B

Report: Lessons in CX Excellence, 2017

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

Report B2C B2B Groups

Report: Lessons in CX Excellence, 2017

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

Report B2C B2B Groups

Report: The State of CX Metrics, 2016

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

Metrics Report Groups Study

Report: Net Promoter Score Benchmark Study, 2016

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

Net Promoter Score Study Report NPS

Report: Tech Vendor NPS Benchmark, 2016 (B2B)

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

NPS Net Promoter Score Report B2B

Customer Experience Update

An Article On Customer Experience That Actually Makes Sense

State of Voice of the Customer (Infographic)

Trending Sources

State of Voice of the Customer (Infographic)

4 ways to transform your CX maturity levels

Report: Net Promoter Score Benchmark Study, 2018

Report: What Happens After a Good or Bad Experience, 2017

Report: What Happens After a Good or Bad Experience, 2018

Report: The State of CX Metrics, 2016

Report: The Customer Journeys That Matter The Most

Report: Lessons in CX Excellence, 2018

Report: Net Promoter Score Benchmark Study, 2017

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Report: Lessons in CX Excellence, 2017

Report: Lessons in CX Excellence, 2017

Report: The State of CX Metrics, 2016

Report: Net Promoter Score Benchmark Study, 2016

Report: Tech Vendor NPS Benchmark, 2016 (B2B)

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