March, 2016

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Report: 2016 Temkin Experience Ratings

Experience Matters

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 294 organizations across 20 industries. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.

Report 191
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Are Smart Things Really Smart?

C3Centricity

Last week I wrote a long post on “The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service“ So this week I wanted to write a shorter thought piece on a topic getting a lot of airtime these days; that of smart things, the IoT or the Internet of Things. We [.]. The post Are Smart Things Really Smart?

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No Culture, No Customers

InMoment XI

How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to.

Culture 190
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Why You Aren’t Getting Responses With Survey Monkey

AskNicely

Are you sending surveys with Survey Monkey? Getting a single-digit response rate? Don’t worry, it’s not your fault. Actually, it’s not Survey Monkey’s fault either. A sub-ten-percent response is pretty typical with conventional web-based surveys. I don’t mean to pick on Survey Monkey but, as the 800-pound gorilla, they’re a serial offender in creating surveys that people ignore.

Survey 210
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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader

NICE inContact

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In the report, the research firm presents an assessment based on quantitative and qualitative characteristics that explain success in the market. We are proud to be placed in the Leaders category with the following strengths: Functionality.

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Make More Human Emotional Connections (Video)

Experience Matters

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […].

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5 Important Steps to Win the Moment With Customers

Experience Investigators by 360Connext

We live in a digital world, constantly connected, where information is always at our fingertips. With all this information, businesses have the tricky task of standing out from all the chatter and building strong relationships with their customers. Millennials are changing the way brands market themselves and build those relationships. Today, millennials say they’re influenced […].

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Banks: CXEvolution From a Customer Experience Perspective

InMoment XI

Banks have been focusing on the customer experience for more than 20 years. So, one has to ask “How far have banks come?” One way to answer this question is to look through the lens of CXEvolution. The CXEvolution framework gives bankers the ability to gauge how well their organization is delivering on the Customer.

Banking 199
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The British Airways pilot who got off his bum! How to wow customers with the unremarkable

ijgolding

Last week I witnessed something that I consider to be incredibly unusual. In a world where it is more uncommon than not for consumers to have their expectations exceeded, I was actually bowled over by what I experienced. ‘Bowling over’ a career Customer Experience ‘nut’ is not that easy to do! What makes the experience all the more amazing, is that what actually happened is not really anything that remarkable!!

How To 175
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Less Stress, More Success: Accounting Best Practices & Processes for 2025

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

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3 Leading Companies’ Method for Listening to Customers

Customer Bliss

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening. You can learn about the different types of listening in virtually any of my books , but here’s a breakdown for those just coming into these concepts: Unaided or volunteer listening: This refers to companies who optimize feedback customers give as they inte

Company 163
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Your Customer Doesn’t Care About You and How To Fix That

Steve DiGioia

you may have your own stuff to talk about but not during working hours. This original article was written by Steve DiGioia. Life has a funny way of throwing us curve balls. Things never seem to go as planned or as we hoped. It’s understandable that we would become discouraged or upset when this happens and take our problems to work. “I’m going to speak with Sheila when I get to work, she is always good with things like this”, you may say.

How To 166
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Off Topic: Young Adults Turn Off Baseball, Turn On Soccer

Experience Matters

One of the things I noticed at this year’s Sloan Sports Analytics Conference is that teams were not as focused on the issue of losing younger fans. So I decided to see if there’s anything to worry about. While we don’t have data on kids, we do have lots of data on young adults. I tapped into our 2012 […].

Sports 178
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What do Trends from SXSW 2016 Mean for Customer Experience?

Experience Investigators by 360Connext

It was my 7th? 8th? year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint. The old-timers will lament the days of easy navigation and fewer crowds, and I’m certainly one of them. But I also walk away with my wheels turning about what the future holds for […]. The post What do Trends from SXSW 2016 Mean for Customer Experience?

Trends 162
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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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CXEvolution: Implement CX Measurements While There is Still Time

InMoment XI

Does your CX program deliver timely feedback to the people who are empowered to take action? My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of.

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Do you know the lifetime value of your customer?

Vonage

I read a surprising statistic recently. It said that four in 10 senior executives in large companies don’t know the lifetime value of their customers. According to MarketingCharts, Forbes and Sitecore conducted a study of 312 senior executives in North American companies and learned that not only did they not know the financial value of their customers, more than half had no plans to find out.

Course 156
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The Ultimate Guide to Customer Support Metrics

Kayako

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. In order to see what impact any changes you make to your support processes have, you need to be able to observe trends, set goals, and measure the results. We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers.

Metrics 155
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One Word That Will Improve The Customer Experience

Steve DiGioia

This original article was written by Steve DiGioia. Too many people that are in the position to “greet” people never actually do that. They may say hi or hello but that’s nothing more than an acknowledgement that someone has entered your space. That’s it! Our customers wish to be part of a team and treated warmly like you do at a gathering of friends and associates.

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

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The Emotional Decline From New Purchase To Customer Service

Experience Matters

How do consumers feel about their purchases and subsequent customer service interactions? To find the answer, we asked 10,000 U.S. consumers about those experiences across 11 different industries. We used their responses to calculate the Temkin Emotion Ratings. As you can see below: Across all industries, purchasing provides a more positive emotional response than customer service.

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5 Ways One-on-One Customer Communication Builds Loyalty

Experience Investigators by 360Connext

Consumers have power. In the old-school approaches to business, companies thought they were essential if they sold goods and services people wanted. Nowadays, the abundance of competition means that no single company can afford to become complacent. For long-term success, they need to focus on making their customers return. To ensure such loyalty, companies must form healthy […].

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CXEvolution Stage 1: Don’t Hide From Your Customers

InMoment XI

“Ma’am, I don’t know who the owner is,” the pool construction company representative said. My wife paused, looked at me briefly, and took a deep breath. “Sir, who signs your pay check? It’s probably that person.” When we moved to Arkansas from the Beach Cities of Southern California, we moved away from the ocean. We.

Customers 174
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Listen, learn, convert: bringing social into the contact centre

Vonage

What’s the role of social media in today’s customer service scene? Can it really drive revenue and value to a business or is it all just hype? Many of our customers are asking us this question. With NewVoiceMedia CloudFest London taking place this afternoon, we think the answer is more important than ever. Read on to learn more about the role of social media in the contact centre.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

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Customer intelligence in the mobile world: How to achieve mobile-first research

Alida

At Vision Critical, we’ve been focusing on the challenges created by the central role that mobile devices, both smartphones and tablets, now play in people’s lives. While the shift to mobile has created challenges for marketers and researchers, we believe the opportunities are even greater. It’s hard to deny the impact the mobile revolution has had on business.

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Is Your Customer Experience the Stuff That Legends are Made Of?

CX Journey

Image courtesy of AnitaBurke1 Is your customer experience legendary? Do companies even know what it means to deliver "legendary customer service?" I've been dealing with a provider for the last three and a half months that claims to deliver "legendary customer service." They tout this on their website, in their emails, and even on their voicemails. The problem is, their service is not legendary - at least not in the (positive) way I'm sure they want it to be.

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Examining Massive Decline in Customer Experience (Ratings)

Experience Matters

In the 2016 Temkin Experience Ratings (TxR), we found that the average ratings for all 20 industries declined between 2015 and 2016 (see graphic). Here are some observations: Across the 20 industries, TxR dropped by an average of 5.2 points between 2015 and 2016. Three industries dropped by less than 4 points (banks, software, and wireless carriers), while […].

Wireless 176
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How To Boost Customer Desire vs Tolerance Of Your Experience

Customer Bliss

Customer desire is an emotion, and emotions can bond you with your customer. Companies that understand the powerful emotional pull of customer desire obsess about getting to know their customers and learning their desires. (And sometimes those desires can be simple. Go back to listening to customers and learn how achievable customer desire may be.).

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

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How to Improve Customer Service Training with Simple Metrics

Experience Investigators by 360Connext

For most businesses, improving customer service is a constant aim, as it is one area where they can separate themselves from competitors. It is, therefore, little wonder that many company bosses invest heavily in their efforts to improve customer service training, in order to bring staff members up to scratch. However, actually achieving the goal […].

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Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire!

ijgolding

I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all. Despite the growing waves of publicly available evidence that proves the positive effect a customer centric approach to business can have – and specifically the effect it has on financial performance – there will always be the doubters!

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What is customer intelligence? How a deeper customer understanding drives revenue and sales

Alida

The following is an excerpt from The Enterprise Guide to Customer Intelligence , an ebook that explores the different tactics companies use to gain a deeper understanding of the customer. Get your copy of the ebook to learn more. The balance of power has shifted from companies to their customers. Your customers now have constant access to a world of information about both your company and your competitors, and they’re putting that information to use.

Sales 172