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

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

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. customer experience measurement. measure CX. CX Index Customer Experience customer experience measurement customer loyalty measure CX' It is now, as they say, a whole new ballgame.

2015 103

2015 2014 Customer Experience Measurement 103

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

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. Companies are best at measuring customer service and phone-based experiences and are worst at measuring the experiences of prospects and customers who defect. This is the fifth year of this study that examines the CX metrics efforts within large companies.

2015 74

2015 Metrics Net Promoter Score 2011 74

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. Of the 15 industries measured in the study, construction has the highest level of engaged employees while transportation and warehousing has the lowest. Download report for $195.

2015 106

2015 Engagement Transportation 2012 106

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

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. As its CX efforts have matured, the TCE team has evolved to take on more challenging tasks; its projects now include predictive CX analytics, measuring its partner experience quality, and optimizing the experience across many different customer segments and solutions.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

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. customer experience measurement. measure CX. CX Index Customer Experience customer experience measurement customer loyalty measure CX' customer loyalty.

2015 97

2015 2014 Customer Experience Measurement 97

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. To gauge the overall quality of life for the U.S. adults (18 and older) who agree with these statements: I am typically happy.

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. In 2015, that’s all subject to change - and rightfully so.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

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. Keep an eye out for new posts in the new year!

2015 61

2015 Blog Customer Experience 2016 61

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! The Everything Expectation : Brands will need to accurately measure unarticulated and constantly-expanding emotional consumer expectations in order to provide significant advantages to engage, delight, and profit.

2015 68

2015 Brands 2014 Retail 68

Experience Investigators by 360Connext

MARCH 25, 2015

Jeannie Walters (@jeanniecw) March 24, 2015. ‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. David Brightmore (@digiceutical) March 24, 2015. Desire is an emotion. Loyalty isn’t. Little things have a huge impact.

Metrics 234

Metrics 2015 Chief Customer Officer Airlines 234

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

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

Alida

JULY 11, 2017

In fact, traditional retail improved much faster than digital, with robust 40 percent of traditional retailers’ CX Index scores rising from 2015 to 2016, while only 18 percent of digital retailers improved. When you measure things wrong, you get wrong results,” Rick Parrish, Forrester analyst and the report’s author, tells MediaPost.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

Second to None

MAY 15, 2018

For example, Volkswagen, which was strategically and patiently nurturing its reputation as an environmentally conscious brand, suffered a heavy blow to its equity after the emissions scandal in 2015. How to measure brand equity? The post What Is Brand Equity and How to Measure It? distrust social media.

Measurement 59

Measurement Brands Social Media Voice of Customer 59

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. With real-time customer and employee insights, organizations can make smart, data-driven decisions that have a measurable, immediate impact on the customer experience. Congratulations to this year’s winners: Confirmit. Clarabridge. NICE Systems.

2015 97

2015 Multi-Channel 2014 CEM 97

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

Tricia Morris

OCTOBER 9, 2015

2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report). 2015 Aspect Consumer Experience Survey). 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report). 2015 Aspect Consumer Experience Survey).

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

Kustomer

FEBRUARY 15, 2022

The Kustomer journey began back in 2015 when the world was a very different place. Those that are growing fastest have been agile in the face of change, and expanded their focus beyond satisfaction scores and cost-cutting measures, to prioritizing customer retention and business growth. A World of Change. Let’s Do This — Together!

Customer Service 111

Customer Service 2015 Healthcare Customer Retention 111

Experience Matters

MARCH 1, 2015

We used to focus on pitch speed, because that was the only thing we measured.” But the problem is when a backup shortstop plays with his wrist bands.” ” Alderson also said “ the more we understand the data, the more we understand the game.

Sports 130

Sports 2015 Social Media Entertainment 130

CloudCherry

AUGUST 26, 2019

The survey questions were asked regarding where organizations stood on four core CX capabilities: business case development for CX, customer success management, CX measurement, and insights development. First, it was immediately clear that B2B leaders believe CX measurement programs can yield actionable insights for their organizations.

B2B 199

B2B 2019 Insights Metrics 199

Customer Bliss

FEBRUARY 10, 2015

Customer Asset Measurement is about knowing what customers actually did to impact business growth or loss versus what they say they might do via survey results. Know the Growth or Loss of Customers and Care About the “Why?”. For example: how many new customers did you bring in this quarter, volume and value?

Chief Customer Officer 166

Chief Customer Officer 2015 Metrics Leadership 166

Enalyzer

NOVEMBER 13, 2020

The Center for American Progress divided sexual harassment charges from 2005-2015 by industry. percent of sexual harassment claims filed to the EEOC from 2005 to 2015. YOU CAN’T CHANGE WHAT YOU DON’T MEASURE. MEASURE SEXUAL HARASSMENT IN YOUR WORKPLACE ACCURATELY. percent of claims. view survey. Interested?

2005 98

2005 2015 2006 Measurement 98

Myra Golden

JANUARY 7, 2016

What Gets Measured Gets Improved. In 2015 I lost 22 pounds. It was Peter Drucker who said what gets measured gets improved. Measuring (daily) helped me improve my weight. I am not suggesting you measure your agents or your customer experience daily. And you need to measure often. I disagree. He was right.

Contact Center 56

Contact Center Measurement Call Center Webinar 56

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! There’s so many things to measure and tweak to optimize support for your customers. The best of customer experience. But what about the actual customer experience?

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

BirdEye

AUGUST 29, 2023

The 3 C’s of customer satisfaction 14 Ways to improve customer experience How do you measure customer satisfaction? Customer satisfaction is a measure of how content and happy customers are with a company’s product, services, and experience. How do you measure customer satisfaction? Why is customer satisfaction important?

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Alida

FEBRUARY 22, 2017

billion in 2015 —up 12 percent from the previous year. Many systems, such as CRM, measures the number of transactions a customer has with a brand. The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

BirdEye

APRIL 24, 2023

It’s measurable. Set clear objectives: Establish specific, measurable, attainable, relevant, and time-bound (SMART) goals. These objectives should align with your overall business goals and help you track progress and measure success. You can focus efforts only on the prospects most likely to purchase your product or service.

Marketing 93

Marketing Social Media B2C Advertising 93

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. What is Customer Experience Maturity?

Customer Journey Mapping 52

Customer Journey Mapping Touchpoint Customer Centricity Customer Journey 52

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. The report finds that CRM buyers are budgeting for 2016 now, and projected 2016 CRM spend will be up 22% over 2015.

Wireless 89

Wireless Customer Service 2015 2016 89

Forrester

NOVEMBER 2, 2016

To find out, in 2016, Forrester used its Customer Experience Index ( CX Index TM ) methodology to measure and benchmark the CX of 72 India brands across eight industries. Forrester's CX Index score measures how successfully a company delivers customer experiences that create and sustain loyalty. Here's a sneak-peak into the report.

2016 78

2016 2015 Customer Experience Measurement 78

Alida

OCTOBER 23, 2017

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. Calculating the ROI of ongoing customer engagement is easier than you think.

ROI 153

ROI Customer Relationships Insurance Advertising 153

Experience Matters

APRIL 1, 2016

Here are some of insights from the report, State of CX Metrics, 2015. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic.

Customer Connectedness 78

Customer Connectedness Metrics 2015 Download 78

delighted

OCTOBER 5, 2021

That’s why it’s important to understand how to measure customer service interactions and the type of metrics that capture experiences and turn them into actionable data. Customer Satisfaction (CSAT) surveys are the perfect solution for tracking and measuring general customer satisfaction. Why are customer service metrics important?

Metrics 87

Metrics Net Promoter Score Customer Service Effort Score 87