Experience Matters

OCTOBER 21, 2014

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics' USAA and JetBlue took the top two spots, each with an NPS of more than 60.

Net Promoter Score 259

Net Promoter Score Study Report Customer Connectedness 259

Experience Matters

OCTOBER 15, 2014

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. Here’s the executive summary: For the fourth straight year, Temkin Group has benchmarked the maturity of voice of the customer (VoC) programs within large organizations.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

Experience Matters

SEPTEMBER 16, 2014

We just published a Temkin Group report, Case Studies in Text Analytics. Here’s a summary of how they’ve successfully used text analytics across what we call the 6 D’s of of a Voice of the Customer Program: Download report for $195. The bottom line: Learn how leaders are using text analytics.

Case Study 246

Case Study Study Analytics Report 246

Experience Matters

SEPTEMBER 29, 2014

McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 Customer experience Fred Ehle McDonalds'

Customer Connectedness 264

Customer Connectedness ROI Employee Engagement Brand Values 264

Experience Matters

AUGUST 28, 2014

Make sure to be a part of this process, but also manage the expectations about what your group is able to provide. The bottom line : Help your business partners develop a customer-centric mindset. Customer Connectedness Customer experience'

Customer Connectedness 314

Customer Connectedness Data Customer Centricity Analysis 314

Experience Matters

JUNE 11, 2018

We’ve put together this short video to explain Temkin Group’s CX Competency & Maturity Model. Complete Temkin Group’s FREE 20-question assessment to determine your overall CX maturity level and your performance in each of the Four Customer Experience Core Competencies.

Video 185

Video Customer Connectedness Employee Engagement Brand Values 185

Experience Matters

JANUARY 22, 2015

Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the customer (VoC) program. The bottom line : Great companies learn from, and act upon, the voice of their customers. Customer Connectedness Temkin Group Video Voice of the customer'

Customer Connectedness 120

Customer Connectedness Video NPS Groups 120

Experience Matters

NOVEMBER 24, 2015

We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes.

B2B 120

B2B Customer Connectedness Report Customer Experience 120

Experience Matters

APRIL 16, 2015

We just published a Temkin Group data snapshot, Media Use Benchmark, 2015. Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer' This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ).

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. TouchPoint Support Services.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. Building a customer-centric culture and predictive analytics are the areas that jumped the most this year when respondents identified the things that would have a significant impact on their organization’s CX in three years.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Matters

JANUARY 13, 2016

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2016 , During Q3, 2015, 800 IT professionals from companies with at least $250 million in annual revenues rated both the products of and their relationships with 62 tech vendors. Download report for $495.

Report 120

Report Customer Connectedness B2B Groups 120

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Matters

MARCH 3, 2015

To view all of our ratings (experience, trust, forgiveness, customer service, and web experience), visit the Temkin Ratings website … The bottom line: Companies have a long way to go on their CX journeys. 2015 Temkin Ratings Benchmarks Customer Connectedness Customer experience Temkin Group Research'

Report 120

Report Customer Connectedness Airlines Retail 120

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.

Report 120

Report Customer Connectedness Management Effort Score 120

Experience Matters

FEBRUARY 23, 2015

To understand how companies create customer experience, you need to understand The Six Laws of CX , which are described below in the short video and infographic. How Do You Build A Customer-Centric Culture?

Customer Connectedness 120

Customer Connectedness Infographics Customer Experience Video 120

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. Across all age groups, consumers are most likely to give feedback about bad experiences directly to companies. Benchmarks Business impact Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer'

Report 120

Report Customer Connectedness Groups Retail 120

Experience Matters

NOVEMBER 9, 2016

I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like.

Infographics 317

Infographics Groups Data Customer Experience 317

GetFeedback

MAY 9, 2019

Customer-centric culture: Your company’s brand values must align with putting the customer’s needs first and fostering customer sympathy. And your programs and processes should reinforce customer connectedness.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Experience Matters

OCTOBER 4, 2016

It’s CX Day in New Zealand, so that’s reason enough to kick off Temkin Group’s CX Day celebration. I can’t think of a better way to start CX Day in The Year of Emotion, then to share my Q&A with Barry Schwartz.

Video 304

Video Groups Customer Connectedness Employee Engagement 304

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. consumers.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

Experience Matters

APRIL 25, 2017

If you are only going to read only one thing about customer experience, then this report is it. It’s the blueprint for building a customer-centric organization… and it’s free. We just published a Temkin Group report, The Four CX Core Competencies.

Report 228

Report Customer Experience Customer Centricity Groups 228

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

NOVEMBER 9, 2016

I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like.

Infographics 254

Infographics Groups Data Customer Experience 254

Experience Matters

APRIL 12, 2017

We just published a Temkin Group report, Humanizing Digital Interactions. Emotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company.

Interaction 205

Interaction Report Groups Loyalty 205

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 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 […].

Metrics 185

Metrics Report Groups Study 185

Experience Matters

MAY 22, 2018

The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread in customer experience. However, despite its prevalence, few companies are employing AI in the right scenarios or using it to its fullest potential.

Customer Centricity 194

Customer Centricity Chatbots Groups Report 194

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. Customer experience' They can’t.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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

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. Employee CX & Empathy Training.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

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

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

We just published a Temkin Group report, Lessons in CX Excellence, 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.

Report 145

Report B2C B2B Groups 145

Experience Matters

JUNE 13, 2018

Identify which customer journeys consumers think most need improvement and look at how those responses differ across age groups. Evaluate how different customer journeys impact five loyalty Read More. The post Report: The Customer Journeys That Matter The Most appeared first on Customer Experience Matters®.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

Experience Matters

OCTOBER 2, 2017

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

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 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.

Report 120

Report B2C B2B Groups 120