Experience Matters

NOVEMBER 11, 2014

Voice of the customer programs are a cornerstone for most customer experience efforts. The bottom line : Make sure to capitalize on the voice of your customers. Customer Connectedness Customer experience Voice of the customer' Here’s a poster version and you can see the full infographic below.

Customer Connectedness 125

Customer Connectedness 2014 Download Customers 125

Experience Matters

DECEMBER 16, 2014

We published a Temkin Group report, The Future of Customer Experience Insights. The report identifies five trends that will redefine the value and role of customer feedback and insights. The report includes a readiness checklist for companies to assess their current customer insights efforts. Download report for $195.

Customer Connectedness 130

Customer Connectedness Insights Customer Experience Download 130

Experience Matters

MARCH 3, 2015

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. The Temkin Experience Ratings are based on evaluating three elements of experience : Success : How well do experiences meet customers’ needs? Effort : How easy is it for customers to do what they want to do?

2015 128

2015 Customer Connectedness Download 2014 128

Experience Matters

JUNE 4, 2015

Comcast recently announced that it will add more than 5,500 customer service jobs as part of a “customer experience transformation” effort. That’s not the answer to its customer experience woes. Comcast provides terrible customer experience. So, whats the answer?

Customer Connectedness 102

Customer Connectedness Customer Experience 2015 Customer Centricity 102

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. Download report for $195.

B2B 80

B2B Customer Connectedness Customer Experience Brand Values 80

Experience Matters

JANUARY 20, 2015

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., Download report for $195.

2015 108

2015 Customer Connectedness 2014 Net Promoter Score 108

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. 81% of respondents expect to put more focus on customer insights and analytics.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 87

Customer Connectedness 2016 Customer Experience Customer Centricity 87

Experience Matters

OCTOBER 8, 2014

As part of yesterday’s Customer Experience Day celebration , I attended a CXPA local networking event at the Dana-Farber Cancer Institute (DFCI) in Boston. It’s a powerful concept for anyone who cares about customer experience. Your customers are the same. Goals, not just interactions. Caring, not just doing.

Customer Connectedness 119

Customer Connectedness Brand Values Events Customer Journey 119

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 105

Customer Connectedness 2014 ROI Brand Values 105

Experience Matters

JULY 28, 2017

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Without Customer Connectedness, the company is Disappointing. Lacking Read More.

Customer Centricity 139

Customer Centricity Customer Connectedness Brand Values Leadership 139

Experience Matters

APRIL 3, 2015

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. In other words, what customers experience outside is based on what’s going on inside. To consistently differentiate your customer experience, you need to transform your culture.

Culture 128

Culture Customer Connectedness Airlines Customer Centricity 128

Experience Matters

OCTOBER 5, 2016

The bottom line: Add the Five A’s of an Emotional Response to your vocabularyFiled under: Customer Connectedness, Customer experience, Emotion, Temkin Group Video. To help celebrate “The Year of Emotion” on CX Day (and beyond), Temkin Group created this fun, short video: Start Talking About Emotion.

Customer Connectedness 102

Customer Connectedness Customer Experience Customers 102

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

AUGUST 28, 2014

Analysts who work with customer data are often frustrated by the slow uptake in its usage. Look for what resonates with him/her and customize the data in those areas. The bottom line : Help your business partners develop a customer-centric mindset. Customer Connectedness Customer experience'

Customer Connectedness 125

Customer Connectedness Customer Centricity Insights Events 125

Experience Matters

NOVEMBER 25, 2014

To evaluate the customer experience of mobile websites, we used Temkin Group’s SLICE-B experience review methodology to assess the experience of buying an eGift Card from ten large retailers: Home Depot, Lowe’s, Walmart, Target, Walgreens, CVS, Starbucks, Dunkin’ Donuts, Best Buy, and RadioShack.

Customer Connectedness 106

Customer Connectedness Download Retail Measurement 106

Experience Matters

OCTOBER 21, 2014

Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics' Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

Net Promoter Score 103

Net Promoter Score 2014 Customer Connectedness NPS 103

Experience Matters

JUNE 11, 2018

It defines how organizations flow through six stages of customer experience maturity: Ignore, Explore, Mobilize, Operationalize, Align, and Embed by mastering Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 74

Customer Connectedness Brand Values Leadership Customer Experience 74

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 61

Customer Connectedness 2016 Customer Experience Customer Centricity 61

Experience Matters

SEPTEMBER 16, 2014

This report offers insights into their efforts, describing how Safelite drives value with a small team, how Firstsource ventures beyond service quality and training, how American Express built a custom solution in-house, how ADP scaled with a distributed model, and how Verizon scaled with a centralized model.

Customer Connectedness 98

Customer Connectedness Download Insights Customer Experience 98

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. The bottom line: VoC programs have a lot of maturing to do.

2014 100

2014 Customer Connectedness Net Promoter Score Effort Score 100

Experience Matters

APRIL 1, 2016

You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic.

Customer Connectedness 78

Customer Connectedness Metrics 2015 Download 78

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint. See the 2015 Temkin Effort Ratings.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Experience Matters

JANUARY 6, 2015

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. Voice of the Customer Renovations. CX Training & Engagement.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

APRIL 16, 2015

Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer' Here’s a portion of the first figure from the data snapshot that contains 12 data-rich charts: Download report for $195. The bottom line: Mobile use continues to rise.

2015 89

2015 Customer Connectedness 2014 2012 89

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Experience Matters

FEBRUARY 25, 2015

Internet service providers and TV service providers deliver bad experiences more frequently than any other industries, as exemplified by Comcast and Charter Communications, each of which delivers a bad experience to about one in four customers, the most of any companies. Download report for $195.

2015 113

2015 Customer Connectedness Retail Download 113

Experience Matters

NOVEMBER 20, 2014

As I mentioned in my post about Amazon’s relentless customer advocacy , I recently attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Here’s my take on some of what he presented: Focus on the Customer. Think about adopting customer journey thinking.

Customer Connectedness 98

Customer Connectedness Brand Values Metrics Brands 98

CSM Magazine

JUNE 24, 2021

We discovered how Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers. At the same time, they share a unique opportunity to raise the profile of their customer service team or contact centre. So, how can organisations become a Connected Enterprise that holds better customer conversations?

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Clicktools

MAY 18, 2017

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. Compelling Brand Values : Deliver on your brand promises to customers.

Technology 51

Technology Customer Connectedness Brand Values Leadership 51

Clicktools

MAY 19, 2017

There’s renewed talk around the very old subject (relatively speaking in Tech years) of CRM being the key solution to support a unified customer experience. These days, delivering a superior customer experience means knowing your customers better than ever before.

Customer Connectedness 45

Customer Connectedness Social Media Feedback Connections 45

Experience Matters

MAY 24, 2018

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. The post Mastering Customer Experience Metrics (Infographic) appeared first on Customer Experience Matters®. You can see different ways to download this infographic below. png format, in .pdf

Metrics 127

Metrics Customer Experience 2017 Download 127

Eptica

APRIL 25, 2018

They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. Compelling Brand Values: Deliver on your brand promises to customers. Customer Connectedness: Infuse customer insight across the organization.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

Experience Matters

AUGUST 9, 2017

I hate to break this news to you, but your customers most often interact with your organization because they have to, not because they want to. That’s why it’s critical for organizations to understand and to design experiences for their customers’ journeys. As you can see in the Read More.

Customer Journey 128

Customer Journey Customers Interaction Connections 128

Experience Matters

OCTOBER 5, 2016

As part of our CX Day celebration, we’re giving away this free eBook: 25 Tips For Tapping Into Customer Emotions. Consequently, a customer’s emotional response to an experience with a company has a significant impact on their loyalty to […].

Loyalty 106

Loyalty Customers Customer Connectedness Innovation 106

Experience Matters

NOVEMBER 16, 2015

I just ran into a great (negative) example of my 6th CXtip : Don’t waste customers’ time asking them questions unless you are prepared to act on what they say. Resort leader(s) decided that it was a good idea to survey its customers and get some data. Company asks customer to give a number. They seem to view this as a strategy.

Hotels 121

Hotels Customers Interaction Measurement 121