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.” View Article

Consumers 200

Consumers 2016 Financial Retail 200

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).

2016 90

2016 Customer Service Consumers Customers 90

Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

Net Promoter Score 109

Net Promoter Score 2016 NPS Loyalty 109

Tricia Morris

APRIL 1, 2016

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In Microsoft’s Global State of Customer Service Report, 90% of consumers surveyed now expect a company website to include a self-service application.

2016 69

2016 Customer Service Presentation Metrics 69

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We agree and believe that customer experience is a reflection an organization’s culture and operating processes. 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.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

COPC

AUGUST 18, 2016

Summary of Consumer Research Now Available. New Questions, New Trends in the Customer Experience. 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.

2016 40

2016 Consumers Social Media Events 40

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. This year, […].

2016 90

2016 Consumers Feedback Customer Experience 90

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. They want channel guidance.

2016 127

2016 Article Customer Service 2017 127

ShepHyken

NOVEMBER 28, 2016

Each week I read a number of customer service articles from various online resources. Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. TechZone360) AI is also transforming the way companies interact with customers. TechZone360) AI is also transforming the way companies interact with customers.

2016 111

2016 Article Customer Service Social Media 111

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. That said, given the opportunity to exceed the customer’s expectations, do it.

2016 123

2016 Article Customer Service Travel 123

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

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

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. Is a lack of consistency letting your customer service down?

2016 59

2016 Customer Service 2017 Contact Center 59

Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

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

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. We heard from OpinionLab customer Citi on-stage at CXNYC that their basic customer expectation is to “know me and make it easy”. Involve employees to build a CX culture.

2016 79

2016 Customer Centricity Culture Demo 79

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. Here are my top five picks from last week.

2016 121

2016 Article Customer Journey Mapping Customer Service 121

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

Tricia Morris

JULY 18, 2016

Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights, and by far, around channel availability and digital transformation. The post INFOGRAPHIC: 2016 State of Global Customer Service appeared first on Parature.

2016 42

2016 Customer Service Webinar Customers 42

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics?

2016 103

2016 Article Social Media Customer Service 103

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. We Need New Thinking. My Prediction.

2016 74

2016 2002 Insurance Books 74

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Boosting customer satisfaction with Alliant Energy.

ROI 269

ROI Measurement Brands Net Promoter Score 269

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

ShepHyken

JUNE 27, 2016

Each week I read a number of customer service articles from various online resources. ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. She shared the new report, The Microsoft Global State of Customer Service. There were 5,000 consumers interviewed throughout the world.

2016 74

2016 Net Promoter Score Article Customer Service 74

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline.

2024 57

2024 Article Customer Service Retail 57

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline.

2024 55

2024 Article Customer Service Retail 55

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

CSM Magazine

MARCH 18, 2024

In an ambitious stride towards enhancing support available for vulnerable customers, Helen Pettifer Training Ltd announces the launch of its new website. The FCA Financial Lives survey indicates that around 47% of all customers have characteristics that could make them vulnerable.

Government 52

Government Financial Download 2016 52

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Reporting Your customer care program may accumulate more data than any other part of your organization. Hourly staff?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

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. Interestingly, at Jimmy John’s, even though it too is popular and teeming with customers, there never seems to be much of a wait. They’re like new! Mediocrity will be a tough sell. Happy New Year!

2016 53

2016 Transportation 2015 Social Media 53

Experience Matters

JUNE 21, 2016

We just published a Temkin Group report, Economics of Net Promoter, 2016. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty?

Net Promoter Score 59

Net Promoter Score 2016 NPS Metrics 59

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

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. We Need New Thinking. My Prediction.

2016 60

2016 2002 Insurance Books 60

ShepHyken

JULY 4, 2016

Each week I read a number of customer service articles from various online resources. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? How Employee Culture Impacts Customer Experience by Eric Berridge.

2016 81

2016 Article Customer Service Culture 81

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

Tricia Morris

JUNE 13, 2016

Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights – and by far around channel availability and digital transformation. 56% of global consumers say they have higher expectations for customer service now than they had a year ago. Get the Report.

2016 40

2016 Customer Service Webinar Social Media 40