ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days.

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. What Does It Take To Excel At The Customer Experience Game? Rather, the best dividends come from understanding how to accelerate the rate of customer experience change. .

2014 73

2014 Customer Philosophy Customer Experience Customer Journey Mapping 73

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

ijgolding

OCTOBER 31, 2014

Whilst there was not a focus on what life was like for the consumer, it is impossible for me not to consider the impact of Customer Experience – whatever the era!! Two years on, I am continually reminded about our Turn Back Time experience as commemorations for the start of World War I increase in visibility.

2014 92

2014 Consumers Retail Transportation 92

Experience Matters

OCTOBER 21, 2014

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. For most industries, the average NPS is highest with older consumers and is lowest with younger consumers. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. Download report for $495.

Net Promoter Score 103

Net Promoter Score 2014 Customer Connectedness NPS 103

ReviewTrackers

DECEMBER 7, 2018

The relationship between Yelp and consumer behavior is obvious, and there are plenty of research infographics to back up the claim. The study asked 2,000 consumers about their purchase intent and found that 92 percent make a purchase after when they sometimes, frequently, or almost always visit Yelp. Yelp for Doctors.

Consumers 66

Consumers 2013 2014 2015 66

Experience Matters

JULY 22, 2015

These ratings provide insights into how consumers evaluate their relationships with 100s of companies across multiple industries. Here are my posts that summarize the results for all of the 2015 Temkin Ratings: 2015 Temkin Experience Ratings (and 20 industry snapshots ). 2015 Temkin Customer Service Ratings.

2015 89

2015 Consumers 2014 Insights 89

Customers That Stick

DECEMBER 11, 2014

Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season. We asked an open ended question: “What do you dislike most about holiday shopping?”

2014 160

2014 Customer Experience Retail Blog 160

Customer Bliss

MARCH 8, 2016

In a customer-obsessed organization, however, the concepts need to be much different. Earning Social Media Love From Good Customer Experiences. This can lead to ad-sounding copy, up-sells, and other aspects that will turn someone off on a social media channel, thus preventing any social media love from a potential consumer.

Social Media 142

Social Media Customer Experience Reference 2014 142

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Here are some highlights from the hotel industry: The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings.

Hotels 112

Hotels 2015 2014 Customer Experience 112

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . Further, they don’t contribute to the systematic design of superior experiences.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Experience Matters

MARCH 20, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. The average rating of the banking industry stayed steady at 71% between 2014 and 2015.

Banking 123

Banking 2015 2014 Customer Experience 123

Experience Matters

MARCH 13, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. in 2014 to 63.7% Between 2014 and 2015, Subaru ’s rating dropped 16 percentage-points, from 73% down to 57% over the past year.

2015 109

2015 2014 2012 Customer Experience 109

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Consumers 40

Consumers 2017 2014 Multi-Channel 40

Customer Interactions

JULY 7, 2015

Customer experience is more important than ever. Companies are realizing that creating and delivering an exceptional customer experience, one that is unmatched by the competition, is the key to gaining a competitive edge and the continued satisfaction and loyalty of the consumer.

2014 28

2014 Customer Experience Loyalty Consumers 28

Experience Matters

MARCH 16, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Here are some additional findings: Retail was one of only five industries to improve its ratings between the 2014 and 2015. percentage-points. percentage points.

Retail 106

Retail 2015 2014 Customer Experience 106

Experience Matters

APRIL 9, 2015

Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. percentage-points between 2014 and 2015. consumers’ financial security dips. Customer experience' To gauge the overall quality of life for the U.S.

2015 94

2015 Consumers 2014 Financial 94

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Overall, the airline industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 12 th place out of 20 industries. percentage-points.

Airlines 101

Airlines 2015 2014 Customer Experience 101

Experience Matters

MARCH 13, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. in 2014 to 72.9% DHL increased its rating more than any other parcel delivery company, improving its score by 10 percentage-points between 2014 and 2015.

2015 100

2015 2014 Customer Experience 2012 100

ReviewTrackers

JULY 12, 2019

In terms of the customer experience, buying a car isn’t quite the same as dining at a restaurant or checking into a hotel. According to a 2014 study by J.D. A 2013 poll commissioned by AutoTrader.com, meanwhile, found that 75 percent of the time that consumers devoted to buying a car was spent online.

Automotive 77

Automotive Customer Experience Social Media Customer Relationship Management 77

Experience Matters

MARCH 11, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Lenovo dropped six percentage-points from 2014, while this is the first year that Asus has been included in the Ratings. percentage points.

2015 94

2015 2014 Customer Experience Consumers 94

Experience Matters

MARCH 20, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. in 2014 to 64.0% Nine companies decreased their rating between 2014 and 2015. The industry tied for 9 th place out of the 20 industries we evaluated.

2015 87

2015 2014 Effort Score Customer Experience 87

ReviewTrackers

JULY 12, 2019

In terms of the customer experience, buying a car isn’t quite the same as dining at a restaurant or checking into a hotel. According to a 2014 study by J.D. A 2013 poll commissioned by AutoTrader.com, meanwhile, found that 75 percent of the time that consumers devoted to buying a car was spent online.

Automotive 72

Automotive Customer Experience Social Media Customer Relationship Management 72

BirdEye

FEBRUARY 15, 2024

With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage.

2024 109

2024 Automotive 2023 Healthcare 109

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). Consumer behavior is shifting and the future role of the branch is in question.

Banking 79

Banking Customer Experience 2014 2001 79

Experience Matters

MARCH 11, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Blackboard dropped seven points between 2014 and 2015—from 54% last year to 47% this year—making it the lowest ranked software company for the second year in a row.

2015 96

2015 2014 Customer Experience Customers 96

Experience Matters

MARCH 18, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. This is following a 14-point decline between 2013 and 2014. In 2014, U.S. Virgin Mobile has been steadily improving its ratings over the past five years.

Wireless 88

Wireless 2015 2014 2011 88

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. The rise of social media and increasingly demanding customers has changed all of this. In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media. These are: 1.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Experience Matters

MARCH 18, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Of the nine TV service providers that we evaluated both last year and this year, only two of them increased their scores between 2014 and 2015.

2015 87

2015 2014 Customer Experience Effort Score 87

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. in 2014 to 60.0% It increased by eight percentage-points between the 2013 and 2014 TxR, and by another nine points between the 2014 and 2015 TxR.

2015 93

2015 2014 Customer Experience 2012 93

Experience Matters

MARCH 12, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Of the fourteen insurers that we evaluated in both 2014 and 2015, American Family increased its score the most, going up five percentage-points from last year.

Insurance 86

Insurance 2015 2014 Customer Experience 86

Experience Matters

MARCH 20, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. USAA (+3 points), HSBC (+3 points), Discover (+2 points), American Express (+2 points), and Barclaycard (+1 points) all improved their ratings between 2014 and 2015.

2015 87

2015 Customer Experience Banking 2014 87

Experience Matters

MARCH 12, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Of the twelve health plans that we looked at in both 2014 and 2015, Medicaid and TriCare were the only two to increase their scores over the last year.

2015 93

2015 2011 2014 Customer Experience 93

Experience Matters

MARCH 13, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. to 60.1%, putting it right on the cusp between delivering “okay” customer experience (over 60%) and “poor” customer experience (below 60%).

2015 85

2015 Customer Experience 2014 2012 85

Experience Matters

MARCH 16, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Dunkin’ Donuts (+2 points) and Taco Bell (+1 point) were the only fast food companies to improve their ratings between 2014 and 2015.

2015 109

2015 2014 Customer Experience Customers 109

Customer Bliss

NOVEMBER 29, 2021

To support those conversations, the Choosing Wisely® Initiative of the American Board of Internal Medicine Foundation in partnership with Consumer Reports was established. A 2017 Minnesota Department of Health report review of tests, ordered by physicians in the state in 2014, validates the need for such conversations. Click To Tweet.

Healthcare 139

Healthcare Banking Advertising 2014 139