Forrester Forum 2015

MaritzCX

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Pacesetters from businesses that are Iconic for CX and entrepreneurs that are disrupting the CX space alike presented on digital CX strategies. Topics included Digital CX. View Article

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Forrester Forum 2015

MaritzCX

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Pacesetters from businesses that are iconic for CX and entrepreneurs that are disrupting the CX space presented on digital CX strategies. Topics included digital CX and. View Article

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Forrester Forum 2015

MaritzCX

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Pacesetters from businesses that are iconic for CX and entrepreneurs that are disrupting the CX space presented on digital CX strategies. Topics included digital CX and. View Article

2015 200

Report: 2015 Temkin Experience Ratings

Experience Matters

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. Do you want to see all of the data from the 2015 Temkin Experience Ratings?

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What Will SXSW Mean for Customer Experience in 2015?

Experience Investigators by 360Connext

Have a listen and then be sure to subscribe to hear more from SXSW 2015. More Posts - Website Follow Me: The post What Will SXSW Mean for Customer Experience in 2015? It’s that time again! I’ll be heading to South By Southwest Interactive in Austin, Texas. It’s the crazy, chaotic and somewhat kooky festival that attracts me each year. There is always something that grabs everyone’s attention but is a flash in the technology pan. QR Codes on t-shirts?

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USAA Tops 2015 Temkin Customer Service Ratings

Experience Matters

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. Here are some more highlights from the 2015 Temkin Customer Service Ratin gs: Supermarkets, retailers, and banks, as an industry, earned average ratings of “strong” while TV service providers and Internet service providers earned an average rating of “very weak.”. Six industries improved between 2014 and 2015, while 13 declined.

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2015 Temkin Ratings: Benchmarking Consumer Relationships

Experience Matters

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 Temkin Customer Service Ratings. 2015 Temkin Web Experience Ratings. 2015 Temkin Ratings Customer experience

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Have You Downloaded “The 2015 Customer Experience Outlook”?

Customer Bliss

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. For customer experience work to become valued and considered critical to driving growth in 2015 and beyond, it must rise above the fray of being defined by problem solving or chasing survey scores.

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Report: ROI of Customer Experience, 2015

Experience Matters

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. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S.

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2015 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

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 consumers. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries over the five years of the Ratings. You can see links to all of those industry snapshots below: > Airlines. >

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USAA Tops 2015 Temkin Forgiveness Ratings

Experience Matters

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. US Cellular improved its Forgiveness Rating by more than any other company between 2014 and 2015, increasing its score by 29 percentage-points.

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USAA and Amazon Top 2015 Temkin Web Experience Ratings

Experience Matters

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. We compared the results between 2014 and 2015 and found that Dunkin’ Donuts increased the most, followed by MetroPCS , CVS , Rite Aid , Courtyard by Marriott , Aldi , and Wendy’s.

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Report: 2015 Temkin Loyalty Index

Experience Matters

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.

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The 2015 Wish List for Holiday Customer Service

Tricia Morris

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. Referencing the 2015 Global State of Multichannel Report, 97% of global consumers say that customer service is important in their choice of and loyalty to a brand.

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H-E-B Earns Top Spot in 2015 Temkin Emotion Ratings

Experience Matters

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. 2015 Temkin Ratings Customer experienceFor the previous five years, we’ve measured emotion as part of the Temkin Experience Ratings.

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A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis

ijgolding

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. This 2015 analysis of the UK shows we are moving rapidly into the second great age of branding: the era of experience branding. It is refreshing to see this stance bourne out by the 2015 results.

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Customer-Centric Roundup: October 2015

iPerceptions

The competitive arena of customer experience continues to influence how brands develop and evolve. Leaders across industries need to recognize how the customer experience is changing with time, and ensure that they make strides to improve their own programs. To help brands stay on top of the latest developments, here are the most impactful customer-centric stories from the month of October: Digital Marketing Customer Experience

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2015 Global Customer Service Report: Customer Expectations and Location, Location, Location

Tricia Morris

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 2015 Global State of Multichannel Customer Service Report also reveals numerous differences in customer service expectations and preferences based on location. Everyone knows that real estate is all about location, location, location.

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8 CX Trends for 2015 (The Year of the Employee)

Experience Matters

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. In 2015, we expect to see even more executives trying to build a customer-centric culture inside of their organizations.

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H-E-B and Credit Unions Top 2015 Temkin Trust Ratings

Experience Matters

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. With average 2015 Temkin Trust Ratings of 67%, supermarket chains earned the highest level of trust. consumers during January 2015. 2015 Temkin Ratings Customer experience

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Report: Net Promoter Score Benchmark Study, 2015

Experience Matters

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. This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. consumers.

5 Ideas for National Customer Service Week 2015

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-training national customer service week

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Hannaford and Publix Top 2015 Temkin Effort Ratings

Experience Matters

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? Comparing results from 2014 and 2015, hotels gained more than 10 points, while the next largest gainer is retailers (+2.5 consumers during January 2015.

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CX 2015: Where Does The UK Stand In Relation To The USA?

Maz Iqbal

Case Studies Customer Experience Leadership / Change / Transformation Research Reports customer experience CX maturity Nunwood CX Research 2015 UK Customer Experience USA CX Leaders 2015 Some folks at Nunwood (CX research and consulting company) have been kind enough to email over their latest report: Have A Nicer Day, Learning From the USA’s Customer Experience Leaders. I found it to make interesting reading.

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Customer-Centric Roundup: August 2015

iPerceptions

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. Digital Marketing Customer Experience

2015 77

Report: Lessons in CX Excellence, 2015

Experience Matters

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. This report has rich insights about both B2B and B2C customer experience.

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Report: Employee Engagement Competency & Maturity, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Here’s an excerpt from one of the 20 graphics: Here are some additional highlights form the report: The percentage of companies in the top two stages of employee engagement maturity has stayed the same since last year (19%), but the percentage of companies in the lower two sages has declined from 67% in 2014 to 56% on 2015.

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Report: Employee Engagement Benchmark Study, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. employees. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. We found that although employee engagement overall has increased over the past year, engagement levels still vary by organization, industry, and individual.

2015 86

Report: 2015 Temkin Experience Ratings of Tech Vendors

Experience Matters

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. Here is the executive summary of the report: The 2015 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 62 large technology vendors.

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2015 CX Vendor Excellence Awards

Experience Matters

Temkin Group is accepting nominations for its 2015 Customer Experience Vendor Excellence Awards. Submission are due by March 5th. Customer experience

2015 72

Report: Economics of Net Promoter, 2015

Experience Matters

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? We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty.

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Nominations Open for 2015 CX Excellence Awards

Experience Matters

Submit a nomination by October 23rd for Temkin Group’s 2015 CX Excellence Award. Are you proud of your organization’s customer experience efforts? Customer experience

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2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners: Confirmit. Clarabridge. NICE Systems. Qualtrics. Rant & Rave. ResponseTek. Walker. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver.

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2015 Customer Experience Excellence Winners

Experience Matters

Congratulations to winners of Temkin Group’s 2015 Customer Experience Excellence Awards : EMC Global Services , Safelite AutoGlass , and SunPower. Customer experience

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Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy. There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. Anyone can claim a philosophy but can they make it work in the real world? I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”.

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