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. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Investment firms have the largest generation gap. Download report for $495.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

2016 132

2016 2012 2013 2014 132

Experience Matters

FEBRUARY 17, 2015

This is the fourth year that we’ve released this study (see 2012 study , 2013 study , and 2014 study ). Of the 15 industries measured in the study, construction has the highest level of engaged employees while transportation and warehousing has the lowest. Download report for $195. increased from 55% last year to 57% this year.

2015 106

2015 Engagement Transportation 2012 106

Optimove

OCTOBER 15, 2024

Irresponsible AI use may involve inadequate measures for data security. Optimove was the first CRM Marketing Platform to natively embed AI with the ability to predict customer migrations between lifecycle stages in 2012 and with  OptiBot , starting in 2016. GDPR, CCPA) can result in severe penalties and damage to a brand’s reputation.

Innovation 52

Innovation Marketing 2012 Download 52

ReviewTrackers

APRIL 7, 2021

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. reputational risk is intangible and hard to measure. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012.

Banking 94

Banking Management 2012 Social Media 94

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. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Download report for $195. Download report for $195.

2015 74

2015 Metrics Net Promoter Score 2011 74

ReviewTrackers

APRIL 2, 2019

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. reputational risk is intangible and hard to measure. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012.

Banking 90

Banking Management 2012 Social Media 90

Beyond Philosophy

MARCH 8, 2017

Back in 2012, we did some research involving over 40 telecoms. Each and every one was a cost-cutting measure. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Telecoms are bad at CX around the globe! The silence was deafening.

Customer Experience 124

Customer Experience Customer Centricity 2012 Poor Customer Service 124

Service Untitled

JULY 2, 2014

The emotional manipulation factor has been all abuzz this past week after the published results of a January 2012 subliminal study by Facebook was revealed in the Proceedings of the National Academy of Sciences. In a week long “social experiment,” the News Feed content was changed.

Customer Service 86

Customer Service 2012 Social Media Customer Service Representative 86

Beyond Philosophy

MARCH 19, 2015

Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement. A major 2012 collaborative secondary research effort, Engage for Success , by the University of Bath School of Management and Marks and Spencer in the U.K. correlation.

Engagement 104

Engagement 2006 Customer Experience 2012 104

CX Journey

APRIL 11, 2018

I've written about Bob Chapman several times in the past, starting with a 2012 post about his TEDxScottAFB Talk: Truly Human Leadership - Everyone Matters Define Your Employee-Centric Culture Employee Engagement Strategy? We measure success all wrong in this country. And measured success by how they touched their employees' lives!

2012 67

2012 Leadership Magazine Culture 67

Beyond Philosophy

MAY 11, 2016

In 2012, a Reuters Investigation revealed that despite sales since 1998 of more than £ 3 Billion (approx. How to Measure Customer Emotions. Large companies like Starbucks, Google, and Amazon have all set up complicated tax systems to avoid paying tax in the UK. It had a massive, adverse effect upon their brand and reputation.

2012 110

2012 Consulting Healthcare Consumers 110

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

2016 97

2016 2012 2013 2014 97

Tricia Morris

OCTOBER 19, 2015

According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. Customer Service Maturity Yields Measurable Gains. These findings correspond with another recent survey from CEB that says 57.7%

Wireless 89

Wireless Customer Service 2015 2016 89

One Millimeter Mindset

JANUARY 7, 2021

My professional mantra since 2012 remains: “Depending on where we sit around the table, we all hear stories differently. These small steps add up over time to measurably change habits, mindset, processes, and outcomes. What you do next is in your hands. You have a choice to make or ignore. Which will it be in 2021?

2012 89

2012 2021 Leadership Culture 89

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Coincidentally, this definition was also done in a June, 2012 article.

Connections 68

Connections Engagement 2012 Definition 68

Optimove

AUGUST 7, 2024

Optimove was the first CRM Marketing Platform to natively embed AI with the ability to predict customer migrations between lifecycle stages in 2012 and with OptiBot , starting in 2016.

Sports 69

Sports Multi-Channel 2012 Download 69

Maru Group

FEBRUARY 7, 2022

At Maru, we use our unique software platform to measure and analyze how consumers feel, behave, and think to help clients better understand their customers and deliver better outcomes. As early as 2012, fintechs provided a viable alternative to traditional financial institutions for purchases ranging from home appliances to travel packages.

2001 89

2001 2021 Financial 2012 89

Ann Michaels and Associates

OCTOBER 28, 2018

Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients. How to Measure Successful Service. Measurement is foundational to our goal setting and organizational accomplishment.

2012 61

2012 Customer Service Training 2010 Measurement 61

Oracle

APRIL 10, 2019

Now, companies like MTailor have technology that measures your body for perfect-for-you fit. In fact, MTailor claims that by using their app, their machine learning algorithm can measure you 20% better than a tailor would be able to, and all in 30 seconds or fewer. Sayonara, shoelaces.

Apparel 92

Apparel Technology 2025 2012 92

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. For more information about this research and how organizations can use it, see Measure Customer-Centricity. 2 Forrester Research, 2012.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

Optimove

OCTOBER 28, 2024

Optimove was the first CRM Marketing Platform to natively embed AI with the ability to predict customer migrations between lifecycle stages in 2012 and with OptiBot , starting in 2016. Multichannel Execution & Measurement: 4.7/5.0 The vision of AI-led marketing is a hallmark of Optimove.

2024 52

2024 Marketing Download 2012 52

Optimove

NOVEMBER 7, 2023

From building innovative Predictive Models back in 2012, to the recent launch of our AI Copy Assistant, and everything in between – AI has always been at the core of Optimove. Or want to build a chart measuring the response rate of VIP campaigns in the last quarter? Seems like a wish from our wildest dreams.

Marketing 83

Marketing Multi-Channel 2012 Customer Journey 83

TechSee

MARCH 7, 2019

Agents are now able to build stronger relationships with specific customers and are measured on both individual and team performance, further encouraging teamwork.

Contact Center 104

Contact Center 2012 Innovation Loyalty 104

ShepHyken

MAY 19, 2017

In a report by The Customer Experience Index in 2012 released by Forrester , 80% of businesses believe they are delivering superior customer service. When a customer writes a complaint online, review, tweet, post, etc., don’t ignore them. Respond quickly, every time, period. But only 8% of customers believe they are.

Blog 76

Blog Social Media 2012 Article 76

Customer Bliss

MARCH 21, 2017

She had the unique opportunity to somewhat create her role when she arrived in 2012. ” That’s a great statement but if there’s no measurement around it, it’s meaningless. . “I fell in love with the broadness of the work,” she says. Defining The Role At Essilor. Go listen to and talk with customers.

2012 120

2012 B2C Consulting Social Media 120

Experience Matters

FEBRUARY 10, 2016

We surveyed 300 HR professionals from large organizations in North America and compared the results to a similar study we did in 2012. We published a Temkin Group report, Benchmarking HR’s Support of CX and Employee Engagement. Here’s the executive summary: Employee engagement is a critical component of customer experience (CX).

Engagement 59

Engagement 2012 Customer Experience Measurement 59

Survicate

MAY 16, 2019

Not to measure it, is just like asking your clients to unsubscribe from your service. To know if you’re on the right track to provide the best Customer experience, it is crucial to measure your efforts and optimize your performance. Why measure NPS? Why measure CAC? Customer satisfaction – once a buzzword, now a standard.

Customer Satisfaction 79

Customer Satisfaction Metrics Net Promoter Score NPS 79

Service Untitled

NOVEMBER 28, 2012

Q: What metrics or qualitative data does Ritz-Carlton use to measure customer service training success (How do you know it’s working)? Before joining Software Advice in 2012, she worked in sales management and advertising. How do you collect this data? . A: Oh yes, we poll our guests once a month.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

ShepHyken

OCTOBER 21, 2016

Her body language is poised and her tone is measured. Merrick Rosenberg co-founded Team Builders Plus in 1991 and Take Flight Learning in 2012. Peter arrives at the meeting armed with vast product knowledge and a wealth of skills and strategies that he learned in sales training. Her office is flawlessly organized.

Blog 125

Blog 2012 Customer Relationships Sales 125

ReviewTrackers

JANUARY 18, 2018

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. Reviews on CardPaymentOptions primarily measure merchant satisfaction and provider policies regarding, fees, sales tactics, customer support, and cancellation of service.

Banking 17

Banking Financial Insurance Brands 17

Kayako

OCTOBER 29, 2015

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. This makes it much more difficult to measure the performance of the team. If the outsourced team isn’t measured on customer feedback, this means they won’t be sending feedback to you at all.

2010 98

2010 2015 Poor Customer Service 2005 98

Bob Hayes

OCTOBER 23, 2015

Data can be generated through experimentation; when we can't conduct true experiments, data are obtained through observations and measurements. Consider the overestimation that Google Flu Trends made regarding flu rates in 2012. Gather/Generate data to understand the phenomenon in question. change processes) based on the conclusions.

Insights 109

Insights 2012 Events Social Media 109

Lumoa

MAY 7, 2018

Jeff joined Intercom as the 4th employee, customer support engineer, in 2012 and since then has built a large customer support and customer success team. Lesson #3 Measure customer experience. You should constantly measure customer experience. At Intercom, we use NPS to measure customer loyalty and CSAT for customer support.

Customer Experience 92

Customer Experience NPS Metrics 2012 92

CX Journey

DECEMBER 11, 2018

In a nutshell, measure what matters, understand who your work impacts and how you impact them, and take a real interest in co-workers. In 2012, I wrote about his first book, Brand Integrity , and in 2013, I wrote about his second, Engaged! This book outlines the foundation for his "people operating system."

Books 60

Books Leadership 2019 2012 60

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. For more information about this research and how organizations can use it, see Measure Customer-Centricity at ClearActionCX.com.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

Tricia Morris

NOVEMBER 6, 2015

Federal customer service scored an ACSI rating of 75 out of 100 – which is average on most grading scales – but this score is down five points from the rating of 80 where federal customer service has stood consecutively since 2012. Consumer feedback should drive customer technology strategies.

Government 81

Government Customer Service Social Media Chief Customer Officer 81