Forrester

APRIL 20, 2015

We''re starting a new CX season, too, with the first release of Forrester''s Customer Experience Index benchmark for 2015. To hit a home run the 299 brands we studied had to do more than make customers happy. They had to design and deliver a CX that actually helps the business by creating and sustaining customer loyalty.

2015 103

2015 2014 Customer Experience Measurement 103

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

Forrester

APRIL 20, 2015

We''re starting a new CX season, too, with the first release of Forrester''s Customer Experience Index (CX Index™) benchmark for 2015. To hit a home run, the 299 brands we studied had to do more than make customers happy. customer experience measurement. customer loyalty. measure CX. measure CX.

2015 97

2015 2014 Customer Experience Measurement 97

Experience Investigators by 360Connext

MARCH 25, 2015

It’s Day two at the Next Generation Customer Experience conference. “Customer experiences need to be more human.” “Customer experiences need to be more human.” Author Jeanne Bliss , who is publishing Chief Customer Officer 2.0 Customer emotions matter in the C-suite. Until they do.

Metrics 234

Metrics 2015 Chief Customer Officer Airlines 234

Experience Matters

JUNE 23, 2015

For the previous five years, we’ve measured emotion as part of the Temkin Experience Ratings. 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. consumers during January 2015.

2015 133

2015 Airlines Hotels Insurance 133

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

Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. Download report for $195.

2015 74

2015 Metrics Net Promoter Score 2011 74

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

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. Companies with stronger financial performances and better customer experience have employees who are considerably more engaged than their peers. Download report for $195.

2015 106

2015 Engagement Transportation 2012 106

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. It examines two popular transactional customer experience metrics.

2015 61

2015 Blog Customer Experience 2016 61

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

MAY 20, 2015

For the previous five years, we’ve measured effort as part of the Temkin Experience 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.

2015 95

2015 Airlines 2014 Hotels 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. Businesses have been forced to adapt more rapidly to the changing customer expectations of this new world.

Customer Service 111

Customer Service 2015 Healthcare Customer Retention 111

Experience Matters

OCTOBER 27, 2015

We published a Temkin Group report, State of Voice of the Customer Programs, 2015 : This is the fifth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

2015 110

2015 2011 2010 2013 110

Experience Matters

APRIL 9, 2015

The TWI is the average of three measurements that represent the percentage of U.S. percentage-points between 2014 and 2015. We’ll be examining 2015 TWI by age and gender in an upcoming post. Customer experience' To gauge the overall quality of life for the U.S. I am healthy. I am financially secure.

2015 94

2015 Consumers 2014 Financial 94

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. My take: Customer experience is absolutely a powerful differentiator.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship.

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Why is customer satisfaction important?

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

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. brand customer experience loyalty marketing' category''?s Do you have a favorite?

2015 68

2015 Brands 2014 Retail 68

Second to None

MAY 15, 2018

Still, customers’ perceptions of a brand is an even more important part of the equation. To put it in a nutshell, brand equity can be defined as a value of a brand in terms of how customers perceive that particular brand and feel about it based on their experiences with it. How to measure brand equity? What is brand equity?

Measurement 59

Measurement Brands Social Media Voice of Customer 59

Up Your Service

DECEMBER 29, 2015

Measure the Leading Indicators of a Stronger Service Culture. The post Top 5 Provocative Posts from 2015 appeared first on UP Your Service. Service Standards and Service Excellence… are Not the Same Thing! by Jeff Eilertsen. by Ron Kaufman. Which post is your favorite? What are your thoughts and comments?

2015 61

2015 Culture Measurement Communication 61

Alida

FEBRUARY 22, 2017

Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. The result: happy, loyal customers. Clarabridge. NICE Systems. Rant & Rave.

2015 97

2015 Multi-Channel 2014 CEM 97

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. The customer is king” is an old saying, yet it has never been more relevant than it is now. Unhappy customers can swipe left or click a button, and poof ! Collaboration is Key for Customer Service Success.

Customer Service 117

Customer Service Social Media 2010 Competitive Advantage 117

Alida

OCTOBER 23, 2017

Calculating the ROI of ongoing customer engagement is easier than you think. The key is to follow practical frameworks that tie the insight you get from customer relationships to measurable business results. At the Customer Intelligence Summit , three customer-led companies shared how they are making ROI measurement a reality.

ROI 153

ROI Customer Relationships Insurance Advertising 153

Up Your Service

DECEMBER 29, 2015

Measure the Leading Indicators of a Stronger Service Culture. The post Top 5 Provocative Posts from 2015 appeared first on UP Your Service. Service Standards and Service Excellence… are Not the Same Thing! by Jeff Eilertsen. by Ron Kaufman. Which post is your favorite? What are your thoughts and comments?

2015 40

2015 Culture Measurement Communication 40

CloudCherry

AUGUST 26, 2019

Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Only 29 out of 68 (about 43%) of respondents say their businesses have established a customer success program.

B2B 199

B2B 2019 Insights Metrics 199

delighted

OCTOBER 5, 2021

Have you ever experienced amazing customer service that went above and beyond your expectations? Imagine being able to deliver that kind of experience to your customers on a regular basis. Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time.

Metrics 87

Metrics Net Promoter Score Customer Service Effort Score 87

Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. The answer: Digital Customer Education (CE). The answer: Digital Customer Education (CE).

Customer Success 52

Customer Success Management Customers 2015 52

Kustomer

NOVEMBER 10, 2021

Kustomer also releases data study with findings on how to improve speed and quality of customer service through omnichannel chatbot engagement. The report found 90% of US consumers surveyed expect contacting customer service to be easier and faster, and 67% said they have stopped doing business with a company due to slow customer service.

Omnichannel 98

Omnichannel Multi-Channel 2015 Consumers 98

Customer Bliss

FEBRUARY 10, 2015

Competency #1: Honor and Manage Customers as Assets. Know the Growth or Loss of Customers and Care About the “Why?”. With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. how many customers were lost this quarter, volume and value?

Chief Customer Officer 166

Chief Customer Officer 2015 Metrics Leadership 166

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness. Today, is that enough?

Engagement 145

Engagement White Paper 2015 Consulting 145

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication.

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

Experience Matters

MARCH 1, 2015

We used to focus on pitch speed, because that was the only thing we measured.” Customer experience analytics MIT Sloan Sports Analytics Conference MLB NBA NFL NHL' But the problem is when a backup shortstop plays with his wrist bands.” The bottom line : I can’t wait for next year’s conference!

Sports 130

Sports 2015 Social Media Entertainment 130

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1.

Wireless 89

Wireless Customer Service 2015 2016 89

Forrester

NOVEMBER 2, 2016

When it comes to their customers, Indian organizations are an ambitous lot. CX is about what customers perceive, not what companies claim. What do Indian customers think about the experiences they have with companies in India? What do Indian customers think about the experiences they have with companies in India?

2016 79

2016 2015 Customer Experience Measurement 79

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. It’s a simple concept, really.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118