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. Mobile Mobile Mobile Formulations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

AUGUST 15, 2016

Companies that have voice of the customer (VoC) programs (including NPS) often put in place a closed-loop process. Those efforts often focus on closing a single loop, immediately responding to a customer after they respond to a survey. But this represents only one of four loops that companies need to close.

Customer Insights 76

Customer Insights Insights NPS Customers 76

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. Voice of the customer programs (including NPS), are a mainstream component of most CX programs.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Lumoa

FEBRUARY 9, 2023

Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Experience Matters

FEBRUARY 14, 2018

VoC Programs Need To Grow Up Our research shows that nearly three-quarters of large companies rate their voice of the customer (VoC) programs as being successful (only 8% say that they’ve been unsuccessful). The post The Future of VoC: Insight & Action, Not Feedback appeared first on Customer Experience Matters®.

Insights 96

Insights Feedback Marketing Customer Experience 96

Experience Matters

DECEMBER 5, 2016

We published a Temkin Group report, Capturing Insights from Online Customer Communities. Here’s the executive summary: Companies across a range of industries use online customer communities to augment their customer support, marketing, and product innovation efforts.

Insights 68

Insights Innovation Customers Marketing 68

Experience Matters

DECEMBER 5, 2016

We published a Temkin Group report, Capturing Insights from Online Customer Communities. Here’s the executive summary: Companies across a range of industries use online customer communities to augment their customer support, marketing, and product innovation efforts.

Insights 61

Insights Innovation Customers Marketing 61

Clicktools

MAY 18, 2017

According to the Temkin Group, the four core competencies of customer experience are: Purposeful Leadership : Operate consistently with a clear set of values. Compelling Brand Values : Deliver on your brand promises to customers. Customer Connectedness : Infuse customer insight across the organization.

Technology 51

Technology Customer Connectedness Brand Values Leadership 51

Experience Matters

MAY 15, 2017

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs.

Customer Journey 48

Customer Journey Insights Customer Insights Customers 48

Experience Matters

MAY 15, 2017

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs.

Customer Journey 48

Customer Journey Insights Customer Insights Customers 48

Eptica

APRIL 25, 2018

Compelling Brand Values: Deliver on your brand promises to customers. Customer Connectedness: Infuse customer insight across the organization. They need to be ambassadors for your company, and always put the customer first. Empower your agents Happy staff equals happy customers.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

Experience Matters

MAY 17, 2018

Before I describe Assistance Engines, I want to go back to 2010 when I labelled VoC technologies as Customer Insight & Action (CIA) Platforms. The naming was important, because it correctly identified that vendors needed to focus more on “insight & action” than on customer feedback.

Insights 48

Insights 2010 Customer Insights Technology 48

Lumoa

MARCH 20, 2018

Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Experience Matters

JANUARY 9, 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. We just published a Temkin Group report, Lessons in CX Excellence, 2017. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

Experience Matters

JANUARY 8, 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. We just published a Temkin Group report, Lessons in CX Excellence, 2018.

2018 58

2018 2017 B2C B2B 58

Lumoa

MARCH 20, 2018

Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

Experience Matters

OCTOBER 11, 2016

Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […]. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016.

Net Promoter Score 109

Net Promoter Score 2016 NPS Loyalty 109

Experience Matters

JANUARY 9, 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. We just published a Temkin Group report, Lessons in CX Excellence, 2017. Here’s the […].

2017 48

2017 B2C 2016 B2B 48

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. For additional info, check out our VoC resource page.

2016 114

2016 Download Customers Customer Experience 114

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016.

2016 114

2016 Download Customers Customer Experience 114

Experience Matters

OCTOBER 1, 2018

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. consumers.

Net Promoter Score 86

Net Promoter Score 2018 NPS Insurance 86

Experience Matters

NOVEMBER 14, 2016

Why should customer experience (CX) professionals care? In the NY Times article Pollsters Face Hurdles in Changing Landscape, Ryan Knutson and Aaron Zitner discuss a number of reasons for recent high-profile polling failures, the Brexit vote and the U.S. presidential election.

Marketing 108

Marketing Article Customer Experience Customer Connectedness 108

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

2016 105

2016 NPS Net Promoter Score B2B 105

Qualtrics

FEBRUARY 1, 2019

In a MarketingWeek study of 10,000 companies in 60 countries, at over-performing companies, 79% of employees say customer-centricity is fully embraced by all business functions, compared to just only 13% at underperforming companies. The customer isn’t marketing’s job anymore, it’s everyone’s job.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Books 20

Experience Matters

NOVEMBER 14, 2016

Why should customer experience (CX) professionals care? In the NY Times article Pollsters Face Hurdles in Changing Landscape, Ryan Knutson and Aaron Zitner discuss a number of reasons for recent high-profile polling failures, the Brexit vote and the U.S. presidential election.

Marketing 101

Marketing Article Customer Experience Customer Connectedness 101

Experience Matters

OCTOBER 17, 2016

We published a Temkin Group report, State of Voice of the Customer Programs, 2016. This is the sixth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

2016 95

2016 Customers Customer Connectedness Measurement 95

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

2017 85

2017 Consumers Customer Connectedness ROI 85

Experience Matters

JUNE 13, 2018

Few organizations deliver outstanding experiences to their customers. To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries.

Customer Journey 63

Customer Journey 2018 Consumers Loyalty 63

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.

2018 74

2018 Download Interaction Consumers 74

Experience Matters

DECEMBER 20, 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 […]. We published a Temkin Group report, The State of CX Metrics, 2016.

2016 74

2016 Metrics Customer Experience Customer Connectedness 74

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.

2017 72

2017 Consumers Customer Connectedness Customer Insights 72

Experience Matters

OCTOBER 2, 2017

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

Net Promoter Score 53

Net Promoter Score 2017 NPS Insurance 53

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.

Customers 68

Customers Customer Experience Customer Connectedness Customer Insights 68

Experience Matters

DECEMBER 20, 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 […]. We published a Temkin Group report, The State of CX Metrics, 2016.

2016 58

2016 Metrics Customer Experience Customer Connectedness 58

Experience Matters

JULY 19, 2016

We just published a Temkin Group report, Five C’s of Mobile VoC Disruption: Best Practices for Embracing the Power of Mobile in Your Voice of the Customer Program. As mobile continues to grow in importance, companies will need to renovate their voice of the customer (VoC) programs.

Communication 54

Communication Customer Connectedness Customers Customer Insights 54

Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years.

2017 106

2017 NPS Net Promoter Score B2B 106

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.

2017 60

2017 Customers Customer Connectedness Customer Insights 60