Experience Matters

MARCH 3, 2015

Between 2014 and 2015, only five industries improved and 14 declined. To view all of our ratings (experience, trust, forgiveness, customer service, and web experience), visit the Temkin Ratings website … The bottom line: Companies have a long way to go on their CX journeys.

2015 128

2015 Customer Connectedness Download 2014 128

Experience Matters

APRIL 16, 2015

consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. This is the largest jump in average usage time over all 11 areas we examined in both 2014 and 2015. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

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. The research also shows that customer experience maturity correlates to financial results.

2015 106

2015 Customer Connectedness Management 2014 106

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” 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.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

OCTOBER 13, 2015

See the NPS Benchmark Studies from 2012 , 2013 , and 2014. HSBC ’s NPS increased by 29 points between 2014 and 2015, the largest increase of any company. Fujitsu , Highmark , Buick , and Humana had the largest decline in NPS between 2014 and 2015. Investment firms have the largest generation gap. Download report for $495.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Experience Matters

MAY 5, 2015

consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012, January 2013, and January 2014. in 2014 to 47.1% in 2014 to 36.1% Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

Social Media 83

Social Media 2015 2014 2012 83

Experience Matters

SEPTEMBER 16, 2015

It also includes the summary NPS scores from 2014. It also includes the summary NPS scores from 2014. Note: See our 2014 NPS benchmark , 2013 NPS benchmark and 2012 NPS benchmark for tech vendors as well as our page full of NPS resources. Download report for $695. includes Excel spreadsheet with data).

2015 89

2015 NPS Net Promoter Score B2B 89

Experience Matters

OCTOBER 27, 2015

See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. When we compared high-scoring VoC programs with lower-scoring programs, we found that companies with mature programs are more successful, focus more on analytics, have more full-time staff, have more strongly coordinated efforts, and have more involved senior executives.

2015 110

2015 2011 2010 2013 110

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. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Download report for $195.

2015 74

2015 Metrics Net Promoter Score 2011 74

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