2016 Automotive Dealership Loyalty Study

InMoment XI

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since. View Article

2016 203

2016 Automotive Dealership Loyalty Study

InMoment XI

Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 had replaced their. View Article

2016 203
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2016 Automotive Dealership Loyalty Study

InMoment XI

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since. View Article. Automotive

2016 200

Report: Temkin Loyalty Index, 2016

Experience Matters

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. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […]. Benchmarks Customer experience Temkin Group Research loyalty

2016 88

What do Trends from SXSW 2016 Mean for Customer Experience?

Experience Investigators by 360Connext

The post What do Trends from SXSW 2016 Mean for Customer Experience? Customer Experience Featured Opinion Recent News Uncategorized #SXSW2016 #SXSWi 2016 customization digital best practices innovation linkedin mobile South by Southwest SXSW virtual reality VRIt was my 7th? year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint.

2016 117

The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit

Alida

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. The 2016 Visionary Award winners Wolverine Worldwide , Alliant Energy , ESPN and Elizabeth Arden have all fully embraced this approach. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

2016 173

Report: 2016 Temkin Experience Ratings

Experience Matters

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. 2016 Temkin Ratings Benchmarks Customer Connectedness Customer experience Temkin Group Research

2016 76

CXFusion 2016 Recap: In Your Own Words

InMoment XI

Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced. View Article. General

2016 200

Report: ROI of Customer Experience, 2016

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2016. 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. consumers that describes both their experiences with and their loyalty to different companies. […].

2016 94

USAA and Publix Top 2016 Temkin Customer Service Ratings

Experience Matters

USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. 2016 Temkin Ratings Customer experience customer serviceThese 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). You can see all of the company data on the Temkin Ratings website. […].

2016 76

Report: Net Promoter Score Benchmark Study, 2016

Experience Matters

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. consumers. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

Customer experience, authenticity and other themes at the 2016 APAC Customer Intelligence Summit

Alida

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. Emma Clark (@EmmaRClark) July 20, 2016. George Zdanowicz (@georgezd) July 21, 2016. Bala Rajan (@speak2bala) July 21, 2016. Nick Stein (@stein_nick) July 21, 2016.

2016 105

Get Ready to Transform Customer Experiences at ICUC 2016

NICE inContact

Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. By attending ICUC 2016, you can explore new ways to transform customer experiences. The post Get Ready to Transform Customer Experiences at ICUC 2016 appeared first on inContact Blog. Customer Experience Events General ICUC Using the inContact Platform 5 To Do's Customers ICUC 2016 inContact User Conference Transform Customer Experiences User Conference

2016 74

5 Top Customer Service Articles For the Week of October 17, 2016

ShepHyken

The post 5 Top Customer Service Articles For the Week of October 17, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres.

2016 103

5 Top Customer Service Articles For the Week of October 31, 2016

ShepHyken

The post 5 Top Customer Service Articles For the Week of October 31, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 13 Haunting Customer Service Statistics by Tricia Morris.

2016 99

3 Themes for National Customer Service Week 2016

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-training

2016 116

Report: 2016 Temkin Experience Ratings of Tech Vendors

Experience Matters

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. Here is the executive summary […].

2016 104

5 Top Customer Service Articles For the Week of September 26, 2016

ShepHyken

The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger.

2016 97

5 Top Customer Service Articles For the Week of October 24, 2016

ShepHyken

The post 5 Top Customer Service Articles For the Week of October 24, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Increasing Sales With Personalized Marketing by Tyler Walton.

2016 95

Multichannel Support Will Burn Out your Customer Support Team in 2016

Experience Investigators by 360Connext

Managing time and workload will be the biggest challenge that customer support professionals face in 2016. The post Multichannel Support Will Burn Out your Customer Support Team in 2016 appeared first on Customer Experience Consulting. With the rise of multichannel support, there’s a risk that support professionals will burn out if they don’t take steps to manage their workload more effectively.

2016 111

Report: Tech Vendor NPS Benchmark, 2016 (B2B)

Experience Matters

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. Here’s the executive summary: For the […].

2016 86

Two key takeaways from Forrester CXNYC 2016

OpinionLab

The post Two key takeaways from Forrester CXNYC 2016 appeared first on OpinionLab. I recently attended Forrester’s CXNYC conference. Forrester’s events are a great bellwether for the state of CX. Their analysts have long been active in the CX space and conferences like CXNYC are full of CX stories from the trenches. The overarching headline from the conference was that “growth without CX is not sustainable”.

2016 73

3 key takeaways from Forrester CXSF 2016 for CX professionals

OpinionLab

The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab. I was fortunate to attend the recent Forrester CXSF show in San Francisco. As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay.

2016 85

USAA, Regions, and Amazon Top 2016 Temkin Web Experience Ratings

Experience Matters

consumers, the 2016 Temkin Web Experience Ratings examine 257 companies across 20 industries (see full list of companies (.pdf)). 2016 Temkin Ratings Benchmarks Customer experienceFor the third straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. pdf)). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 (download sample file (.xls)) xls)) […].

2016 64

The three key learnings from CXFS 2016

OpinionLab

The post The three key learnings from CXFS 2016 appeared first on OpinionLab. I recently returned from the CXFS conference in New Orleans. It was a really interesting event with some great content from some of the brightest customer experience experts at the biggest brands in the financial services industry. There were three main themes that kept coming up time and time again at the various sessions I attended: 1) Move from break-fix to break through.

2016 73

Data Snapshot: Channel Preferences Benchmark, 2016

Experience Matters

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. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. consumers about their channel preferences for performing 11 different […]. Benchmarks Customer experience Temkin Group Research

2016 76

5 Top Customer Service Articles For the Week of December 5, 2016

ShepHyken

The post 5 Top Customer Service Articles For the Week of December 5, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit.

2016 98

5 Top Customer Service Articles For the Week of November 7, 2016

ShepHyken

The post 5 Top Customer Service Articles For the Week of November 7, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What’s stopping your customers from being loyal? by Graham Jones. Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers.

2016 99

The Top 10 Customer Experience Articles of 2016

GetFeedback

The future is all about the customer. We pulled together the year's most influential customer experience articles from CX thought leaders around the web. Articles

2016 150

5 Top Customer Service Articles For the Week of December 12, 2016

ShepHyken

The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Is Your Digital Marketing Strategy Ready for an AI Intervention? by Tara Thomas.

2016 85

Your Secret Weapon for Hiring the Best Talent in 2016

Beyond Philosophy

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. Getting them engaged about their employee experience after they are hired is something else.

2016 95

2016 Temkin Group Research Reports

Experience Matters

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. All of this research led to reports covering best practices, trends, […]. Customer experience

2016 59

5 Top Customer Service Articles For the Week of November 21, 2016

ShepHyken

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. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

2016 94

10 Most Popular Customer Experience Posts – 2016

Andrew Mcfarland

Revitalize how you think about and act on improving the customer experience at your business in 2017 by reviewing the 10 Most Popular Customer Experience posts of 2016. A series I started in 2013. This year was interesting because some. Best Practices Customer Experience Most Popular Top 10

2016 69

2016 Temkin Effort Ratings (Publix, O’Reilly Auto Parts, True Value, and Save-a-Lot Are The Leaders)

Experience Matters

2016 Temkin Ratings Customer experienceFor the previous six years, we’ve measured effort as part of the Temkin Experience Ratings. This year, we examined 294 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). In this post, I’m showcasing the results from the effort component of those ratings. Congratulations to Publix, O’Reilly Auto Parts, True Value, Save-a-Lot, […].

2016 76