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. We’ll be examining 2015 TWI by age and gender in an upcoming post. consumers’ financial security dips.

2015 94

2015 Consumers 2014 Financial 94

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. The NRF projects that almost half (46%) of all holiday shopping will be done online this year, the highest percentage in the history of the NRF consumer survey, with 37.9% Feeling stressed already that your brand might wind up on the naughty list for customer service? billion holiday haul.

2015 77

2015 Customer Service E Commerce E-support 77

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

Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. Investment firms have the largest generation gap. Download report for $495.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

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? appeared first on Heart of the Customer. Customer Experience Employee Engagement Resources Voice of the Customer'

2015 83

2015 Customer Journey Mapping Customer Experience Customer Journey 83

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. 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

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

Tricia Morris

SEPTEMBER 15, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 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 7, 2015

As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The newly-released 2015 U.S.

2015 101

2015 Consumers Loyalty Brands 101

Experience Matters

APRIL 21, 2015

We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings. consumers to rate the level of forgiveness earned by 293 organizations across 20 industries ( see.pdf with full list ). In total, 43% of companies that were in both the 2014 and 2015 Forgiveness Ratings improved their score by at least one point.

2015 105

2015 2014 Insurance Airlines 105

Experience Matters

NOVEMBER 18, 2015

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

2015 89

2015 Loyalty Download Insurance 89

Experience Matters

MARCH 24, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. consumers to rate the level of trust that consumers have with 293 organizations across 20 industries ( see.pdf with full list ). With average 2015 Temkin Trust Ratings of 67%, supermarket chains earned the highest level of trust. population.

2015 125

2015 Airlines Insurance Wireless 125

Experience Matters

JUNE 23, 2015

consumers (see methodology section below). 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? population.

2015 133

2015 Airlines Hotels Insurance 133

Tricia Morris

MAY 28, 2015

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In the The Real Self-Service Economy Report , 70% of consumers surveyed now expect a company website to include a self-service application.

2015 95

2015 Customer Service Webinar Presentation 95

CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . Quantifying the impact of bad customer service. Has Covid-19 widened the disconnect? .

Consumers 52

Consumers Brands Customer Service 2022 52

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.

2015 105

2015 Wireless Airlines Hotels 105

Tricia Morris

AUGUST 4, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The 2015 U.K. Download the 2015 U.K. With more than 60% of U.K.

Poor Customer Service 99

Poor Customer Service Consumers Brands Customer Service 99

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

2015 49

2015 E Commerce Customer Service Social Media 49

Experience Matters

APRIL 16, 2015

We just published a Temkin Group data snapshot, Media Use Benchmark, 2015. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ). 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 20, 2015

consumers (see methodology section below). 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. consumers during January 2015.

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? Download report for $295.

2015 102

2015 Net Promoter Score Wireless Airlines 102

Alida

JUNE 23, 2016

To accomplish a goal of elevating customer experience , the company engages with 5,000 customers through Food For Thought, a Vision Critical insight community first launched in 2012. We fulfill a need for customers, but must keep up with the evolving customer behavior and attitudes. Why do you love working there?

Consumers 150

Consumers Insights Retail E Commerce 150

Experience Matters

AUGUST 31, 2015

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. see last year’s data snapshot ).

2015 95

2015 Insurance 2014 Download 95

Kustomer

FEBRUARY 15, 2022

Today I’m pleased to announce our mission to reimagine customer service for consumers has become even stronger — we are officially part of Meta! The Kustomer journey began back in 2015 when the world was a very different place. Direct-to-consumer (DTC) businesses and digital-first brands are thriving. A World of Change.

Customer Service 111

Customer Service 2015 Healthcare Customer Retention 111

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016. Read the full post here.

2015 50

2015 Customer Experience 2016 Social Media 50

Experience Matters

MAY 5, 2015

We just published a Temkin Group data snapshot, Social Media Benchmark, 2015. This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ). Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

Social Media 83

Social Media 2015 2014 2012 83

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

2015 49

2015 E Commerce Customer Experience 2014 49

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”. Are you sure?

2015 122

2015 CEM 2002 Books 122

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Download report for $195.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

CloudCherry

DECEMBER 20, 2017

One of the most important things a company can do is to map the customer journey. However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. How the Customer Journey Has Changed. Not long ago, mapping that path was relatively easy.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 225

Strativity

MARCH 17, 2015

CRMXchange presents an in-depth online educational event that examines the latest trends and strategies: “Shaping the Journey of the Connected Customer”, March 16-19, at [link] View Keynote. Learning how to reduce customer effort. Understanding how to anticipate customer’s needs and provide proactive solutions to meet them.

2015 40

2015 Connections Consumers Customer Journey Mapping 40

Alida

AUGUST 3, 2016

Still unsure about attending the 2016 Customer Intelligence Summit? Tired of trying to convince your boss why you should join other customer-centric leaders in Chicago this September? It’s great to see that others share my struggles and challenges when it comes to understanding today’s consumers.”.

2015 167

2015 Workshop Customer Centricity Innovation 167

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. Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become. JD Williams.

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

Joe Rawlinson

JANUARY 27, 2016

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. But these four emotions and strategies are key ways to engage new customers in 2016. If you took the early Betty Crocker commercials of the 1950s and compared them to advertising in 2015, the differences would be night and day.

Consumers 94

Consumers Marketing Advertising 2015 94

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

Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

CX Journey

NOVEMBER 25, 2014

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Every One of a Kind : Consumers want and expect customized and personalized products, services and experiences, fueled by. meaningful, emotional, and important to consumers will be paramount. engagement?

2015 68

2015 Brands 2014 Retail 68