InMoment XI

APRIL 28, 2016

Article published in WardsAuto, April 28, 2016 [link] Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. Happy customers alone aren’t strong incentives.”

Consumers 200

Consumers 2016 Financial Retail 200

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

COPC

AUGUST 18, 2016

Summary of Consumer Research Now Available. The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. What’s New In This Year’s Consumer Report. >>While the preference for Traditional Care remains strong, there was a slight pullback in 2016. >>Consumer

2016 40

2016 Consumers Social Media Events 40

Experience Matters

JUNE 14, 2016

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

2016 90

2016 Customer Service Consumers Customers 90

Experience Matters

MARCH 8, 2016

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. consumers to rate 294 organizations across 20 industries. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S.

2016 90

2016 Consumers Feedback Customer Experience 90

Tricia Morris

APRIL 1, 2016

In Microsoft’s Global State of Customer Service Report, 90% of consumers surveyed now expect a company website to include a self-service application. 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.

2016 69

2016 Customer Service Presentation Metrics 69

Experience Matters

SEPTEMBER 27, 2016

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2016. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions.

2016 90

2016 Consumers Interaction Customer Experience 90

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.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Experience Matters

OCTOBER 27, 2016

consumers prefer to communicate with each other, analyzing their answers to the question, Which method would you most likely use to communicate with your friends? As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […].

Communication 125

Communication Consumers 2012 2016 125

CSM Magazine

APRIL 20, 2021

After the COVID-19 pandemic, consumer habits have transformed significantly. Social distancing and stay-at-home regulations have forced whole consumer segments to shop differently. A few months into COVID-19, consumer shopping online has increased across different sectors. What Are Consumer Insights?

Consumers 52

Consumers Insights E Commerce 2020 52

OpinionLab

JULY 15, 2016

Simplicity is a key to exceptional CX, both in terms of consumer experience and how an enterprise is able to analyze and act upon CX data. The post Two key takeaways from Forrester CXNYC 2016 appeared first on OpinionLab. OpinionLab helps companies simplify their CX and build customer centric cultures.

2016 79

2016 Customer Centricity Culture Demo 79

QuestionPro Audience

AUGUST 3, 2018

It used to be that consumers were stuck with whatever price the car dealership offered them, give or take a little wiggle room. In the age of the internet, where consumers have more options than ever, how are they making their purchasing decisions when car shopping? million vehicles sold.

2018 79

2018 Consumers Insights 2017 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 74

2016 2002 Insurance Books 74

COPC

NOVEMBER 3, 2016

According to the latest edition of the CXMB Consumer Survey. and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. Each year COPC Inc.

2016 40

2016 Customer Care Consumers Multi-Channel 40

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. by Judy Mottl. Follow on Twitter: @Hyken.

2016 111

2016 Article Customer Service Social Media 111

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.

2016 44

2016 Customer Service Consumers Customers 44

ShepHyken

NOVEMBER 14, 2016

Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting? 1to1 Media) What makes experiences stand out as wow moments for consumers and employees? Be sure to read through the entire article as there are some good suggestions to focus on in 2017.

2016 127

2016 Article Customer Service 2017 127

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.

2016 64

2016 Consumers Customer Experience Customers 64

Experience Matters

AUGUST 1, 2016

Temkin Group just published a data snapshot, Social Media Benchmark, 2016. This annual research effort shows how consumer use of social media sites on both computers and mobile phones are changing. Here’s a description of the data snapshot: In January 2016, we surveyed 10,000 U.S.

Social Media 67

Social Media 2016 Consumers Customer Experience 67

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. What do consumers want from brands today? Published on: January 12, 2017.

2016 59

2016 Customer Service 2017 Contact Center 59

Experience Matters

JUNE 21, 2016

We just published a Temkin Group report, Economics of Net Promoter, 2016. We asked thousands of consumers to give an NPS to 294 companies across 20 industries, […].

Net Promoter Score 59

Net Promoter Score 2016 NPS Metrics 59

ShepHyken

DECEMBER 5, 2016

But a recent panel of loyalty experts said it’s personal interaction and attention that ultimately win the hearts and minds of consumers. The post 5 Top Customer Service Articles For the Week of December 5, 2016 appeared first on Shep Hyken. 3 Vital Trends For Your Mobile Experience by Colin Shaw. Follow on Twitter: @Hyken.

2016 123

2016 Article Customer Service Travel 123

Experience Matters

MARCH 15, 2016

We just published a Temkin Group data snapshot, Media Use Benchmark, 2016. 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 2016, we surveyed 10,000 U.S.

2016 67

2016 Consumers Customer Connectedness Customer Experience 67

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.

2016 58

2016 Consumers Customer Experience Customers 58

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

Tricia Morris

JULY 18, 2016

This year, Microsoft customer service preferences and expectations survey polled 5,000 consumers across Brazil, Germany, Japan, the United Kingdom and the United States and found some interesting commonalities, as well as distinct differences, between location.

2016 42

2016 Customer Service Webinar Customers 42

Tricia Morris

JANUARY 25, 2016

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent via phone. Trends to Watch in 2016. What were their answers?

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

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. These companies hold a fragile trust relationship with consumers that depends completely on transparency and consistency. Anti-Marketing.

Consumers 94

Consumers Marketing Advertising 2015 94

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. There were 5,000 consumers interviewed throughout the world. The post 5 Top Customer Service Articles For the Week of June 27, 2016 appeared first on Shep Hyken. She shared the new report, The Microsoft Global State of Customer Service.

2016 74

2016 Net Promoter Score Article Customer Service 74

ShepHyken

SEPTEMBER 26, 2016

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience”, according to American Express. The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. Does Good Customer Service Matter for the Price Sensitive Customer?

2016 121

2016 Article Customer Journey Mapping Customer Service 121

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken. Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. TeleTech) Memorable.

2016 103

2016 Article Social Media Customer Service 103

iPerceptions

JULY 6, 2016

As we enter into July and the second half of 2016, marketers and brand leaders should take a moment to process some of the biggest customer experience stories and developments from last month. After all, there are some major trends emerging that will have a serious impact on consumer decisions through the rest of the year.

2016 59

2016 Customer Centricity Customers Consumers 59

Experience Matters

JULY 12, 2016

consumers, the 2016 Temkin Web Experience Ratings examine 257 companies across 20 industries (see full list of companies (.pdf)). For the third straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. You can see all of the company data on the Temkin Ratings website.

2016 72

2016 Download Consumers Customer Experience 72

Experience Matters

MAY 3, 2016

We just published the 2016 Temkin Forgiveness Ratings, the sixth year of the ratings. consumers to rate the level of trust that consumers have with 294 organizations across 20 industries (see.pdf with full list). It uses feedback from 10,000 U.S. You can see all of the company data on the Temkin Ratings website.

2016 59

2016 Banking Download Consumers 59

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. Yelp commissioned multiple studies from Nielsen including this 2016 study, which looked at Yelp and its role in the purchasing process. The survey also revealed that 44 percent of consumers used Yelp.

Consumers 66

Consumers 2013 2014 2015 66

Customer Enthusiast

JANUARY 3, 2016

With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. I have no crystal ball, but I can say this with certainty: In 2016 customers will be turned off by complex instructions, chronic delays, and shoddy quality. Two days later, they were delivered to my home.

2016 53

2016 Transportation 2015 Social Media 53

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior.

Consumers 50

Consumers Multi-Channel 2008 2016 50