Experience Matters

MARCH 17, 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. Download report for $195. 31% of respondents expect to spend more on voice of the customer software vendors in 2015 than they did in 2014 and only 2% expect to spend less.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

Experience Matters

OCTOBER 21, 2014

Download report for $495. Here are the NPS scores across 20 industries: Download report for $495. If you want to know what data is included in this report and dataset, download this sample Excel dataset file. Here’s a list of companies included in this study (.pdf). includes report plus dataset in Excel).

Net Promoter Score 103

Net Promoter Score 2014 Customer Connectedness NPS 103

Experience Matters

NOVEMBER 25, 2014

Download report for $195. Here are the overall results: Download report for $195. Assessments Customer Connectedness Customer experience CX measurement Temkin Group Research Best Buy CVS Dunkin'' Donuts Home Depot Lowe''s RadioShack Starbucks Target Walgreens WalMart'

Customer Connectedness 106

Customer Connectedness Download Retail Measurement 106

Experience Matters

SEPTEMBER 16, 2014

Download report for $195. Here’s a summary of how they’ve successfully used text analytics across what we call the 6 D’s of of a Voice of the Customer Program: Download report for $195. Best Practices Customer Connectedness Customer experience Temkin Group Research analytics text analytics'

Customer Connectedness 98

Customer Connectedness Download Insights Customer Experience 98

Experience Matters

APRIL 16, 2015

Download report for $195. Here’s a portion of the first figure from the data snapshot that contains 12 data-rich charts: Download report for $195. Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer' hours per day over the past year.

2015 89

2015 Customer Connectedness 2014 2012 89

Experience Matters

MAY 12, 2015

Using Temkin Group’s CX competency and maturity assessment, we found that 32% of companies have reached the highest three levels of customer experience, and while this isn’t very high, it’s still a significant increase from last year. Download report for $195. Download report for $195.

2015 106

2015 Customer Connectedness Management 2014 106

Experience Matters

OCTOBER 15, 2014

Download report for $195. Here are results from companies that completed Temkin Group’s VoC Competency and Maturity Assessment (one of the 25 figures in the report): Download report for $195. Assessments Benchmarks Customer Connectedness Customer experience Temkin Group Research Voice of the customer analytics text analytics'

2014 100

2014 Customer Connectedness Net Promoter Score Effort Score 100

Experience Matters

FEBRUARY 25, 2015

When it comes to sharing bad experiences on social media, customers of Advantage Rent A Car and Alabama Power Company are the most likely to post about it on Facebook, while customers of Ameren Missouri Company and Fujitsu are the most likely to post about it on Twitter. Download report for $195. Download report for $195.

2015 113

2015 Customer Connectedness Retail Download 113

Experience Matters

MAY 24, 2018

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. You can see different ways to download this infographic below. Here are links to download different versions of the infographic: Infographic: in .png png format, in .pdf pdf format 18? poster: in .jpg

Metrics 127

Metrics Customer Experience 2017 Download 127

Experience Matters

OCTOBER 13, 2015

Download report for $495. Download report for $495. If you want to know what data is included in this report and dataset, download this sample Excel dataset file. Investment firms have the largest generation gap. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. includes report plus dataset in Excel).

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x […]. 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. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x 24″): poster in pdf, poster in png Filed under: […].

2016 114

2016 Download Customers Customer Experience 114

Experience Matters

JULY 31, 2018

That’s why we’ve created a CX Sparks guide that you can download and use to lead a stimulating discussion. Video Script: One of the most important – but often forgotten – elements of customer experience is that it’s all Read More. The post The Six Key Traits of Human Beings (Video) appeared first on Customer Experience Matters®.

Download 101

Download Customer Experience Customer Connectedness Customers 101

Experience Matters

NOVEMBER 18, 2015

Download report for $395. Download report for $395. If you want to know what data is included in this report and dataset, download this sample Excel dataset file. USAA, JetBlue Airways, TriCare, credit unions, ACE Rent A Car, Apple, and Georgia Power have loyalty levels that most outperform their industry averages.

2015 89

2015 Loyalty Download Insurance 89

Experience Matters

AUGUST 3, 2015

To incorporate intuitive thinking into experience design, companies need to follow four steps: define target customers, identify relevant heuristics and biases, select design strategies, and then test, test, test. Download report for $195. The bottom line: Embrace your customers’ natural behaviors.

Customer Experience Design 115

Customer Experience Design Customer Experience Download Customers 115

Experience Matters

MAY 18, 2015

Do you want to examine experiences through the eyes of your customers? Download SLICE-B Scorecard (.pdf). Scenario Review) methodology where you go through a specific scenario with a specific customer type in mind, looking for experience flaws along the way. The confidence that the customer has that her goal was accomplished.

Download 108

Download Brands Interaction Customer Connectedness 108

Experience Matters

OCTOBER 27, 2015

Download report for $195. Here are the results from Temkin Group’s VoC Competency & Maturity Assessment: Download report for $195. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014.

2015 110

2015 2011 2010 2013 110

Experience Matters

MAY 7, 2018

Voice of the Customer (VoC) programs are a critical component for many CX efforts. Here are links to download different versions of the infographic: Infographic: in .png pdf format Here are links to the research referenced in the infographic: State of VoC Programs, 2017 Renovating Your Voice of the Customer Program.

2017 82

2017 Download NPS Customers 82

Experience Matters

SEPTEMBER 29, 2015

To truly maximize value from customer journey maps, companies need to set themselves up for success by establishing organizational alignment, determining if outside help is needed, training key stakeholders in customer journey mapping, and scaling customer journey mapping techniques across the organization by employing Customer Journey Thinking.

Customer Journey Mapping 96

Customer Journey Mapping Customer Journey Download Customer Centricity 96

Experience Matters

JANUARY 13, 2016

Download report for $495. If you want to know more about the data file, download this SAMPLE SPREADSHEET without the data (.xls). Download report for $495. Filed under: B2B CX , Benchmarks , Customer Connectedness , Net Promoter , Tech Vendors , Temkin Group Research. includes Excel spreadsheet with data).

2016 74

2016 Customer Connectedness Download 2015 74

Experience Matters

MAY 22, 2018

In this report, Temkin Group creates a model and shares best practices for AI-Driven Interfaces (AIDI), which we define as digital interactions with customers that are being directly manipulated by machine learning algorithms. The post Making AI Customer-Centric appeared first on Customer Experience Matters®.

Customer Centricity 77

Customer Centricity Download Customers Interaction 77

Experience Matters

JULY 7, 2015

To start the transformation away from agent productivity and towards enterprise intelligence, companies need to focus on data integration, analyzing the entire customer journey, forming a cohesive governance structure, and developing new roles and skills for employees. Download report for $195.

Contact Center 97

Contact Center Customer Insights Insights Download 97

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

AUGUST 9, 2018

Here are links to download different versions of the infographic: Infographic: in .jpg In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. This infographic provides an overview. jpg format 18? poster: in .png

2018 65

2018 Download Customer Experience Management 65

Experience Matters

SEPTEMBER 16, 2015

Download report for $695. If you want to know more about the data file, download this SAMPLE SPREADSHEET without the data (.xls). Download report for $695. The excel spreadsheet includes this data (in more detail) for the 62 companies as well as for 25 other tech vendors with less than 40 pieces of feedback.

2015 89

2015 NPS Net Promoter Score B2B 89

Experience Matters

DECEMBER 22, 2015

Ultimately, companies with stronger CX metrics programs deliver better customer experience, have stronger business results, more frequently measure ease of doing business, and compensate more employees based on CX metrics. Download report for $195. Download report for $195.

2015 74

2015 Metrics Net Promoter Score 2011 74

Experience Matters

DECEMBER 29, 2015

Download report for $195. Here are the best practices we discuss in the report: Download report for $195. As companies adopt these five strategies, VoC teams must learn new skills and become research generalists, business consultants, compelling communicators, portfolio managers, and value creators.

Download 72

Download Consulting Feedback Customer Journey 72

Experience Matters

MAY 5, 2015

Download report for $195. Download report for $195. This analysis looks at the frequency with which consumers in different age groups use computers and mobile phones to access Facebook, LinkedIn, Twitter, Google+, Pinterest, Tumblr, and third-party rating sites. We also examine how usage rates vary by mobile phone type.

Social Media 83

Social Media 2015 2014 2012 83

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Download This Guide to NPS for Beginners. Promoters (who voted 9 or 10) are loyal and happy customers, who keep buying and referring others.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Download This Guide to NPS for Beginners. Promoters (who voted 9 or 10) are loyal and happy customers, who keep buying and referring others.

Definition 60

Definition Net Promoter Score Customer Experience CEM 60