Experience Matters

FEBRUARY 23, 2015

This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty.

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

GetFeedback

MAY 9, 2019

Customer experience management (CXM) is the process of designing and optimizing customer interactions to meet or exceed customer expectations. What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

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 […]. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 109

Net Promoter Score 2016 NPS Loyalty 109

Experience Matters

OCTOBER 1, 2018

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.

Net Promoter Score 86

Net Promoter Score 2018 NPS Insurance 86

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

Experience Matters

JUNE 13, 2018

Identify which customer journeys consumers think most need improvement and look at how those responses differ across age groups. Evaluate how different customer journeys impact five loyalty Read More. The post Report: The Customer Journeys That Matter The Most appeared first on Customer Experience Matters®.

Customer Journey 63

Customer Journey 2018 Consumers Loyalty 63

Experience Matters

OCTOBER 2, 2017

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers.

Net Promoter Score 53

Net Promoter Score 2017 NPS Insurance 53