Experience Matters

MARCH 3, 2015

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. Here’s the executive summary: 2015 marks the fifth year of the Temkin Experience Ratings, and this year, supermarkets dominated the ratings. Between 2014 and 2015, only five industries improved and 14 declined.

2015 128

2015 Customer Connectedness Download 2014 128

Experience Matters

MAY 26, 2015

For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings , which uses feedback from 10,000 U.S. Six industries improved between 2014 and 2015, while 13 declined. Home Depot , Ross , Marriott , and eBay led 12 companies that improved by at least 10 points between 2014 and 2015. population.

2015 119

2015 Customer Service 2014 Airlines 119

Customer Bliss

FEBRUARY 5, 2015

I was honored to be a part of this ebook, The 2015 Customer Experience Outlook – A Collection of Ideas for the Year Ahead brought to you by Kerry Bodine & Doberman. It’s is a collection of ideas from customer experience authors, designers, and industry leaders.

Download 183

Download 2015 Chief Customer Officer Customer Experience 183

Experience Matters

JULY 22, 2015

In 2015, we examined 200+ companies across 20 industries based on a survey of 10,000 U.S. 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 Forgiveness Ratings. 2015 Temkin Trust Ratings.

2015 89

2015 Consumers 2014 Insights 89

Experience Matters

OCTOBER 20, 2015

We published a Temkin Group report, ROI of Customer Experience, 2015. To see the customer experience levels of all 293 companies, download to the free 2015 Temkin Experience Ratings report. This research shows that CX is highly correlated to loyalty across 20 industries.

2015 131

2015 ROI Net Promoter Score Customer Experience 131

Experience Matters

NOVEMBER 4, 2015

We just published a Temkin Group report 2015 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings.

2015 113

2015 Net Promoter Score 2012 2014 113

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Instead, I’ve narrowed down the focus to these 8 key CX trends for 2015: Corporate Culture Conversations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. 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. Download report for $495.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. The post 2015 Global Customer Service Report: Customer Expectations and Location, Location, Location appeared first on Parature.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

Experience Matters

APRIL 21, 2015

We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings. Here are some more highlights from the 2015 Temkin Forgiveness Ratings: With a score of 47%, supermarket chains were the only industry to earn a “very strong” average Forgiveness Rating and outpaced its nearest competition by six percentage-points.

2015 105

2015 2014 Insurance Airlines 105

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. According to LoyaltyOne’s October 2015 survey of more than 1,000 consumers, 47% of Cyber Monday shoppers said they’d be reluctant to make an in-store holiday season purchase from a retailer with whom they have an unhappy online experience. will rise between 6 and 8% this year. billion holiday haul.

2015 77

2015 Customer Service E Commerce E-support 77

Experience Matters

JUNE 30, 2015

consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) Here are some more highlights from the 2015 Temkin Web Experience Ratin gs: Across all five years of the rating, either USAA or Amazon.com has earned the top spot. consumers during January 2015.

2015 96

2015 Airlines Hotels Banking 96

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. Download report for $195.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

Experience Matters

NOVEMBER 18, 2015

We published a Temkin Group report, 2015 Temkin Loyalty Index. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. This report ranks the loyalty of consumers to 293 companies across 20 industries. consumers to 293 companies across 20 industries.

2015 89

2015 Loyalty Download Insurance 89

Experience Matters

JULY 28, 2015

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort.

2015 97

2015 Engagement 2014 Download 97

Experience Matters

JUNE 23, 2015

Congratulations to H-E-B , Publix , Chick-fil-A, Trader Joe’s, USAA, Aldi , Hy-Vee , PetSmart , Dairy Queen , Walgreens , and Amazon.com for earning the top scores in the 2015 Temkin Emotion Ratings. Do you want to the data from the 2015 Temkin Emotion Ratings? consumers during January 2015. Quotas were set to mirror the U.S.

2015 133

2015 Airlines Hotels Insurance 133

Beyond Philosophy

JANUARY 12, 2015

The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

2015 163

2015 Customer Experience CEM Webinar 163

Experience Matters

MARCH 24, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. H-E-B and credit unions took the top spots in the 2015 Temkin Trust Ratings , while USAA took three of the next four spots for its banking, insurance, and credit card business. consumers during January 2015. It uses feedback from 10,000 U.S.

2015 125

2015 Airlines Insurance Wireless 125

Experience Matters

APRIL 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. 2015 Temkin Ratings Customer experience' Here’s a link to FAQ’s about the Ratings. You can see the ratings of all companies on the Temkin Ratings website.

2015 105

2015 Wireless Airlines Hotels 105

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

2015 100

2015 Hotels Social Media Omnichannel 100

Forrester

NOVEMBER 7, 2014

In 2015, the race from good to great CX will hit the gas pedal. Predictions 2015. CX Customer Experience Customer Experience Customer Experience Index Predictions 2015 Voice of the Customer campaign management citizen experience customer loyalty emotional design social listening' Customer Experience. Customer Experience Index.

2015 109

2015 2007 2014 Loyalty Programs 109

Heart of the Customer

DECEMBER 18, 2014

Yesterday, four of the CXPA’s CX experts spoke about the year in review, and what customer experience has in store for 2015. The post What’s the customer experience focus for 2015? Is it the role of emotions? Employee engagement? Crowdsourcing journey maps? appeared first on Heart of the Customer.

2015 83

2015 Customer Journey Mapping Customer Experience Customer Journey 83

Tricia Morris

SEPTEMBER 15, 2015

A newly-released 2015 U.K. On September 29, 2015, join us for the first view of the results from our Global State of Multichannel Customer Service Report which compares and contrasts customer service expectations and preferences from the U.K., The post INFOGRAPHIC: 2015 U.K. the United States, Brazil and Japan.

2015 79

2015 Customer Service 2010 Webinar 79

Tricia Morris

JULY 31, 2015

A newly-released 2015 U.S. The post INFOGRAPHIC: 2015 State of Multichannel Customer Service appeared first on Parature. In addition, customer service channel preferences, expectations and uses are changing. The infographic below highlights some of the key statistics every customer-centric brand and organization will be interested in.

2015 108

2015 Customer Service Customer Centricity Download 108

Very Best Service

OCTOBER 12, 2015

Here are some of our favourite customer service week 2015 stories, organised by #hashtags used on twitter. IMCares #CSWeek2015 pic.twitter.com/mgCbMmSSno — I&M Bank Ltd (@imbankke) October 5, 2015 هذا هي الطريقة المجلس الثقافي البريطاني في السعودية احتفل بأسبوع خدمة العملاء! Our relationship with you matters.

2015 81

2015 Customer Service Banking Customers 81

ijgolding

SEPTEMBER 24, 2015

The 2015 results appear to go a step further. The opening paragraph of the 2015 analysis written by Tim Knight and David Conway states: It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is. It is refreshing to see this stance bourne out by the 2015 results.

2015 87

2015 2014 Brands Customer Experience 87

iPerceptions

SEPTEMBER 2, 2015

With customer experience and marketing strategy advancing at such a rapid rate here are the need-to-know developments from August 2015. It's the job of the modern marketer to stay on top of all the trends and stories that are impacting the digital arena.

2015 95

2015 Customer Centricity Customers Marketing 95

Experience Matters

MAY 20, 2015

Congratulations to Hannaford , Publix , Aldi , Lowe’s , credit unions , PetSmart , Trader Joe’s , Amazon.com , Bed Bath & Beyond , Advance Auto Parts , and Walgreens for earning the top 10 scores in the 2015 Temkin Effort Ratings. Do you want to the data from the 2015 Temkin Effort Ratings? population.

2015 95

2015 Airlines 2014 Hotels 95

Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty?

2015 102

2015 Net Promoter Score Wireless Airlines 102

Forrester

OCTOBER 6, 2015

But the Q3 2015 data from our Customer Experience Index is making it hard for an optimist like me to find a lot of bright spots. But while much remained the same in the second round of Forrester's 2015 US CX Index study (scores didn't change for 69% of brands), when scores did change, they got worse instead of better.

2015 102

2015 Customer Experience Loyalty Customers 102

Experience Matters

FEBRUARY 17, 2015

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S.

2015 106

2015 Engagement Transportation 2012 106

Experience Matters

APRIL 16, 2015

We just published a Temkin Group data snapshot, Media Use Benchmark, 2015. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. This is the largest jump in average usage time over all 11 areas we examined in both 2014 and 2015. hours per day over the past year.

2015 89

2015 Customer Connectedness 2014 2012 89

PeopleMetrics

JULY 14, 2015

Winners of the 2015 Award are: Jen Beier of 1st National Bank. PeopleMetrics is pleased to announce its 2015 award winners and congratulates the companies that employ them. Brian Hecker, Partner at Crowe Horwath LLP. Michael Earles, Manager at Crowe Horwath LLP. Three Qualities of Brand Ambassadors.

Customer Centricity 88

Customer Centricity 2015 Brands 2014 88

Experience Matters

AUGUST 31, 2015

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. Here’s the executive summary: In Q3 2015, we surveyed 10,000 U.S.

2015 95

2015 Insurance 2014 Download 95

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Below are the top six customer service trends for 2015 according to Forrester : 1. According to Forrester, emerging customer support channels such as mobile and web self-service and video chat will gain momentum in 2015.

2015 66

2015 Customer Service Customer Centricity Social Media 66

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

MAY 5, 2015

We just published a Temkin Group data snapshot, Social Media Benchmark, 2015. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. in 2015, Twitter jumped the most as daily computer users increased from 13.4% While daily Facebook access showed the smallest increase, from 46.5% in 2014 to 47.1%

Social Media 83

Social Media 2015 2014 2012 83