Experience Matters

NOVEMBER 24, 2015

However, to improve their CX, B2Bs must master Temkin Group’s four customer experience core competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Download report for $195.

B2B 120

B2B Customer Connectedness Report Customer Experience 120

Experience Matters

APRIL 1, 2016

You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic.

Infographics 120

Infographics Customer Connectedness Metrics Measurement 120

Experience Matters

MAY 24, 2018

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. You can see different ways to download this infographic below. Here are links to download different versions of the infographic: Infographic: in .png png format, in .pdf pdf format 18? poster: in .jpg

Infographics 319

Infographics Metrics Customer Experience Customers 319

Experience Matters

APRIL 16, 2015

Download report for $195. Here’s a portion of the first figure from the data snapshot that contains 12 data-rich charts: Download report for $195. Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer' hours per day over the past year.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

Experience Matters

JANUARY 13, 2016

Download report for $495. If you want to know more about the data file, download this SAMPLE SPREADSHEET without the data (.xls). Download report for $495. Filed under: B2B CX , Benchmarks , Customer Connectedness , Net Promoter , Tech Vendors , Temkin Group Research. includes Excel spreadsheet with data).

Report 120

Report Customer Connectedness B2B Groups 120

Experience Matters

MARCH 3, 2015

Download report for Free You can also download the dataset in Excel for $395. The Temkin Experience Ratings are based on evaluating three elements of experience : Success : How well do experiences meet customers’ needs? Here’s how the industries compare with each other: Download report for FREE. Get the Data.

Report 120

Report Customer Connectedness Airlines Retail 120

Experience Matters

MARCH 17, 2015

This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195. 31% of respondents expect to spend more on voice of the customer software vendors in 2015 than they did in 2014 and only 2% expect to spend less.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. Download report for $195. Here are some highlights from the finalists: Activision Customer Care. Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x […]. 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. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x 24″): poster in pdf, poster in png Filed under: […].

Infographics 286

Infographics Report Customers Customer Experience 286

Experience Matters

MAY 12, 2015

Using Temkin Group’s CX competency and maturity assessment, we found that 32% of companies have reached the highest three levels of customer experience, and while this isn’t very high, it’s still a significant increase from last year. Download report for $195. Download report for $195.

Report 120

Report Customer Connectedness Management Effort Score 120

Experience Matters

JULY 31, 2018

That’s why we’ve created a CX Sparks guide that you can download and use to lead a stimulating discussion. Video Script: One of the most important – but often forgotten – elements of customer experience is that it’s all Read More. The post The Six Key Traits of Human Beings (Video) appeared first on Customer Experience Matters®.

Video 254

Video Customer Experience Customer Connectedness Groups 254

Experience Matters

FEBRUARY 25, 2015

When it comes to sharing bad experiences on social media, customers of Advantage Rent A Car and Alabama Power Company are the most likely to post about it on Facebook, while customers of Ameren Missouri Company and Fujitsu are the most likely to post about it on Twitter. Download report for $195. Download report for $195.

Report 120

Report Customer Connectedness Groups Retail 120

Experience Matters

MAY 7, 2018

Voice of the Customer (VoC) programs are a critical component for many CX efforts. Here are links to download different versions of the infographic: Infographic: in .png pdf format Here are links to the research referenced in the infographic: State of VoC Programs, 2017 Renovating Your Voice of the Customer Program.

Infographics 206

Infographics NPS Resources Customers 206

Experience Matters

MAY 22, 2018

In this report, Temkin Group creates a model and shares best practices for AI-Driven Interfaces (AIDI), which we define as digital interactions with customers that are being directly manipulated by machine learning algorithms. The post Making AI Customer-Centric appeared first on Customer Experience Matters®.

Customer Centricity 194

Customer Centricity Chatbots Groups Report 194

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

AUGUST 9, 2018

Here are links to download different versions of the infographic: Infographic: in .jpg In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. This infographic provides an overview. jpg format 18? poster: in .png

Infographics 163

Infographics Report Customer Experience Data 163

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Download This Guide to NPS for Beginners. Promoters (who voted 9 or 10) are loyal and happy customers, who keep buying and referring others.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Experience Matters

MAY 18, 2015

Do you want to examine experiences through the eyes of your customers? Download SLICE-B Scorecard (.pdf). Scenario Review) methodology where you go through a specific scenario with a specific customer type in mind, looking for experience flaws along the way. The confidence that the customer has that her goal was accomplished.

Video 120

Video Groups Report Brands 120

Experience Matters

DECEMBER 29, 2015

Download report for $195. Here are the best practices we discuss in the report: Download report for $195. As companies adopt these five strategies, VoC teams must learn new skills and become research generalists, business consultants, compelling communicators, portfolio managers, and value creators.

Report 120

Report Groups Consulting Feedback 120

Experience Matters

SEPTEMBER 29, 2015

To truly maximize value from customer journey maps, companies need to set themselves up for success by establishing organizational alignment, determining if outside help is needed, training key stakeholders in customer journey mapping, and scaling customer journey mapping techniques across the organization by employing Customer Journey Thinking.

Customer Journeys 120

Customer Journeys Customer Centricity Groups Report 120

Experience Matters

AUGUST 3, 2015

To incorporate intuitive thinking into experience design, companies need to follow four steps: define target customers, identify relevant heuristics and biases, select design strategies, and then test, test, test. Download report for $195. The bottom line: Embrace your customers’ natural behaviors.

Customer Experience Design 120

Customer Experience Design Report Customer Experience Groups 120

Experience Matters

JULY 7, 2015

To start the transformation away from agent productivity and towards enterprise intelligence, companies need to focus on data integration, analyzing the entire customer journey, forming a cohesive governance structure, and developing new roles and skills for employees. Download report for $195.

Contact Center 120

Contact Center Customer Insights Report Government 120

Experience Matters

NOVEMBER 18, 2015

Download report for $395. Download report for $395. If you want to know what data is included in this report and dataset, download this sample Excel dataset file. USAA, JetBlue Airways, TriCare, credit unions, ACE Rent A Car, Apple, and Georgia Power have loyalty levels that most outperform their industry averages.

Report 120

Report Loyalty Insurance Retail 120

Experience Matters

OCTOBER 27, 2015

Download report for $195. Here are the results from Temkin Group’s VoC Competency & Maturity Assessment: Download report for $195. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014.

Report 120

Report Effort Score Groups Analytics 120

Experience Matters

OCTOBER 13, 2015

Download report for $495. Download report for $495. If you want to know what data is included in this report and dataset, download this sample Excel dataset file. Investment firms have the largest generation gap. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. includes report plus dataset in Excel).

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

SEPTEMBER 16, 2015

Download report for $695. If you want to know more about the data file, download this SAMPLE SPREADSHEET without the data (.xls). Download report for $695. The excel spreadsheet includes this data (in more detail) for the 62 companies as well as for 25 other tech vendors with less than 40 pieces of feedback.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

MAY 5, 2015

Download report for $195. Download report for $195. This analysis looks at the frequency with which consumers in different age groups use computers and mobile phones to access Facebook, LinkedIn, Twitter, Google+, Pinterest, Tumblr, and third-party rating sites. We also examine how usage rates vary by mobile phone type.

Social Media 120

Social Media Data Groups Analysis 120

Experience Matters

DECEMBER 22, 2015

Ultimately, companies with stronger CX metrics programs deliver better customer experience, have stronger business results, more frequently measure ease of doing business, and compensate more employees based on CX metrics. Download report for $195. Download report for $195.

Metrics 120

Metrics Report Net Promoter Score Effort Score 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. Download This Guide to NPS for Beginners. Promoters (who voted 9 or 10) are loyal and happy customers, who keep buying and referring others.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150