Experience Matters

NOVEMBER 15, 2016

We published a Temkin Group report, Temkin Loyalty Index, 2016. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. To determine companies’ TLi, we […].

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2016 Loyalty Consumers Customer Experience 93

Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. We’ll be back with new episodes in early 2017. So far, we’ve published 32 episodes.

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2016 Chief Customer Officer Customer Experience Social Media 0

Michel Falcon Experience

NOVEMBER 8, 2015

As 2016 nears, have you started to map out your customer experience strategy for next year?Will Will 2016 be the year that you fully commit to improving your customer experience?I The post Necessary Steps to Build Your Company’s 2016 Customer Experience Plan appeared first on Michel Falcon Customer and Employee Experience Expert.

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2016 Customer Experience Employee Experience Customer Focused 166

Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 315 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 109

Net Promoter Score 2016 NPS Loyalty 109

Think Customers

DECEMBER 15, 2015

In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

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2016 Connections Customer Experience Customer Experience Professionals 112

Customer Bliss

DECEMBER 27, 2016

One of the biggest things I did online in 2016 was create a customer experience podcast. We just hit Episode No. 32 of that show, but there won’t be new episodes until 2017. Instead, here’s what I am going to do.

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Experience Matters

MARCH 8, 2016

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.

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2016 Consumers Feedback Customer Experience 90

Experience Matters

JUNE 14, 2016

USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. consumers (see.pdf with full list of companies).

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2016 Customer Service Consumers Customers 90

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 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 fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

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Tricia Morris

DECEMBER 18, 2015

The insights collected from the individuals above for 2016 are an interesting mix with a fantastic focus on people. It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder.

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2016 Chief Customer Officer Customer Service 2015 72

Tricia Morris

APRIL 1, 2016

This infographic presents a snapshot view of the current state of knowledge, with new information from Microsoft’s 2016 Knowledge Management in Customer Service Report. Get the 2016 Knowledge. The post INFOGRAPHIC: 2016 State of Knowledge for Customer Service appeared first on Parature. Management in Customer Service Report.

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2016 Customer Service Presentation Metrics 69

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. In 2016, we expect this consumer behavior to push more companies to break apart their offerings into bite-sized pieces.

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2016 Customer Experience Customer Connectedness 2015 91

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

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2016 2002 Insurance Books 74

Experience Matters

JANUARY 4, 2016

We’ve got a lot of CX work to do in 2016, which we’ve labeled as The Year of Emotion. As you start down the path of making 2016 a banner year for CX in your organization, I want to share my wishes for you: May you focus on your customers’ needs , even when internal priorities push them to be ignored.

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2016 Innovation Interaction Communication 86

Experience Matters

SEPTEMBER 27, 2016

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2016. Here’s the executive summary: In Q3 2016, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different […].

2016 90

2016 Consumers Interaction Customer Experience 90

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. As leaders analyze their objectives for 2016, here are five key customer experience trends to focus on. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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2016 Customer Experience Blog Customers 73

Win the Customer

FEBRUARY 5, 2016

Kayako have recently surveyed a cross-section of customer support professionals to discover what motivates, excites and challenges them about their jobs and what challenges they face in 2016. The post Top Challenges for Customer Support in 2016 #INFOGRAPHIC appeared first on Win the Customer!

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2016 Customers Management Call Center 86

ShepHyken

NOVEMBER 21, 2016

The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. The post 5 Top Customer Service Articles For the Week of November 21, 2016 appeared first on Shep Hyken. Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. Follow on Twitter: @Hyken.

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2016 Article Social Media Net Promoter Score 116

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

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2016 NPS Net Promoter Score B2B 105

Beyond Philosophy

MARCH 21, 2016

However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. The post Your Secret Weapon for Hiring the Best Talent in 2016 appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Hiring people is one thing. The job market conditions are changing.

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2016 Social Media CEM Employee Experience 113

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

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2016 B2C 2015 B2B 74

ShepHyken

NOVEMBER 28, 2016

Recent research found that as of 2016, almost 90 per cent of companies believe they are competing mostly on customer experience, as opposed to only 36 per cent at the start of the decade. The post 5 Top Customer Service Articles For the Week of November 28, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

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2016 Article Customer Service Social Media 111

Tricia Morris

JANUARY 4, 2016

Here’s Dutta’s guest post on this 2016 trend to watch: “I sincerely believe that leaders of organizations who are serious about service are going to start focusing on developing talent plans for service and support in 2016. Why Will This Have an Impact in 2016? “A What Can Organizations Do Today to Begin Improving Service? “In

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2016 Customer Service Chief Customer Officer 2010 58

OpinionLab

JULY 15, 2016

The post Two key takeaways from Forrester CXNYC 2016 appeared first on OpinionLab. OpinionLab helps companies simplify their CX and build customer centric cultures. Find out how by downloading our overview fact sheet or requesting a demo.

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2016 Customer Centricity Culture Demo 79

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

2016 60

2016 2002 Insurance Books 60

Perkville

MARCH 11, 2022

We wanted to look to 2016 for some inspiration on top loyalty trends that are still producing results today.

2016 52

2016 Loyalty 52

Forrester

NOVEMBER 11, 2015

In 2016, it will be among the top 10 critical success factors determining who will win and who will fail in the Age of the Customer. Predictions 2016. In 2015, customer experience (CX) rose to the number one priority for business and technology leaders. Read more Categories: CX. Customer Experience.

2016 105

2016 Innovation Insights 2015 105

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 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 fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

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2016 2012 2013 2014 97

Experience Matters

DECEMBER 29, 2016

In case you missed some of Temkin Group’s research, here’s a recap of our 2016 publications. In 2016, we surveyed 20,000 U.S. consumers, 800 IT decision makers, 300 HR professionals, and more than 2,500 other professionals. We also had detailed interviews with more than 150 professionals.

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2016 Consumers Customer Experience Customers 64

Tricia Morris

JUNE 8, 2016

Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom. The post INFOGRAPHIC: 2016 U.S. Click here to register.

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2016 Customer Service Consumers Customers 44

OpinionLab

JUNE 24, 2016

The post The three key learnings from CXFS 2016 appeared first on OpinionLab. By using OpinionLab across your various customer engagement posts, you also build a comprehensive overview of customer journeys to make the break through changes talked about at length in New Orleans.

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2016 Competitive Advantage Financial Insurance 79

ShepHyken

OCTOBER 31, 2016

The post 5 Top Customer Service Articles For the Week of October 31, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

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2016 Article Customer Service Hotels 124

Experience Matters

FEBRUARY 16, 2016

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. This is the fifth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2015. Take a look at our Employee Engagement Resource Page).

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2016 Engagement 2015 Customer Experience 63

Experience Matters

JULY 6, 2016

We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. 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.

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2016 Engagement Customer Experience Customers 63

ShepHyken

OCTOBER 17, 2016

The post 5 Top Customer Service Articles For the Week of October 17, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

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ShepHyken

DECEMBER 5, 2016

The post 5 Top Customer Service Articles For the Week of December 5, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

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2016 Article Customer Service Travel 122

ShepHyken

OCTOBER 24, 2016

The post 5 Top Customer Service Articles For the Week of October 24, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

2016 118

2016 Article Customer Service Government 118