Experience Matters

NOVEMBER 11, 2014

Voice of the customer programs are a cornerstone for most customer experience efforts. Here are links to the research referenced in the infographic: State of VoC Programs, 2014. What Happens After a Good or Bad Experience, 2014. The bottom line : Make sure to capitalize on the voice of your customers.

Customer Connectedness 125

Customer Connectedness 2014 Download Customers 125

Experience Matters

MARCH 3, 2015

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. Here’s the executive summary: 2015 marks the fifth year of the Temkin Experience Ratings, and this year, supermarkets dominated the ratings.

2015 128

2015 Customer Connectedness Download 2014 128

Experience Matters

MAY 12, 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. Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness.

2015 106

2015 Customer Connectedness Management 2014 106

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. Customer experience'

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

APRIL 16, 2015

consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. This is the largest jump in average usage time over all 11 areas we examined in both 2014 and 2015. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

2015 89

2015 Customer Connectedness 2014 2012 89

Experience Matters

OCTOBER 13, 2015

See the NPS Benchmark Studies from 2012 , 2013 , and 2014. HSBC ’s NPS increased by 29 points between 2014 and 2015, the largest increase of any company. Fujitsu , Highmark , Buick , and Humana had the largest decline in NPS between 2014 and 2015. 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 27, 2015

See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. When we compared high-scoring VoC programs with lower-scoring programs, we found that companies with mature programs are more successful, focus more on analytics, have more full-time staff, have more strongly coordinated efforts, and have more involved senior executives.

2015 110

2015 2011 2010 2013 110

Experience Matters

DECEMBER 22, 2015

Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014.

2015 74

2015 Metrics Net Promoter Score 2011 74

Experience Matters

MAY 5, 2015

consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012, January 2013, and January 2014. in 2014 to 47.1% in 2014 to 36.1% Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

Social Media 83

Social Media 2015 2014 2012 83