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

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. To summarize, CSAT is a very good tool if you want to measure how a customer is satisfied with one-time interaction. Image by Retently.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Experience Matters

DECEMBER 22, 2015

Companies are best at measuring customer service and phone-based experiences and are worst at measuring the experiences of prospects and customers who defect. Download report for $195. Download report for $195. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014.

Metrics 120

Metrics Report Net Promoter Score Effort Score 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

SEPTEMBER 29, 2015

In this report, we identify 23 best practices for using CJMs, and these practices cut across five areas: 1) Find and Fix Problems, 2) Build a Customer-centric Mindset, 3) Design Innovative Experiences, 4) Create Strategic Alignment, and 5) Refine Customer Measurement. Download report for $195.

Customer Journeys 120

Customer Journeys Customer Centricity Groups Report 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. Download report for $495. Download report for $495. Investment firms have the largest generation gap. includes report plus dataset in Excel).

Net Promoter Score 120

Net Promoter Score Study Report NPS 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

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. To summarize, CSAT is a very good tool if you want to measure how a customer is satisfied with one-time interaction. Image by Retently.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150