Forrester

NOVEMBER 2, 2016

What do Indian customers think about the experiences they have with companies in India? 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. Here's a sneak-peak into the report.

2016 80

2016 2015 Customer Experience Measurement 80

Forrester

SEPTEMBER 9, 2016

The 2016 China Customer Experience Index report, which I co-authored with APAC CX team principal analyst Ryan Hart , went live last Thursday at the Forrester's CX MARKETING SHANGHAI 2016 forum. Several Brands Moved From OK To Good - China CX Index, 2016 score distribution. Read more.

2016 56

2016 Customer Experience Loyalty Measurement 56

Forrester

JULY 13, 2016

I'm excited to announce that Forrester's CX Marketing Singapore 2016 event is less than 6 weeks away. As all organizations operating in Singapore and in South-East Asia understand, customer experience (CX) is fast becoming the only competitive differentiator for their business. Read more Categories: Customer Experience.

2016 64

2016 Marketing Customer Experience Competitive Advantage 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. My Prediction.

2016 74

2016 2002 Insurance Books 74

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.

2016 132

2016 2012 2013 2014 132

OpinionLab

NOVEMBER 1, 2016

What was surprising to me is that based on the Forrester CX index that measures “effectiveness”, “ease” and “emotion” of a customer experience – mobile rated slightly higher than desktop on “effectiveness” and “ease”, but significantly higher on “emotion”. 2) CX is a business priority. Recognize benefits potential.

2016 98

2016 Innovation Return on Investment Airlines 98

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

Forrester

JULY 18, 2016

It's time for one of Forrester's big annual events: The publication of this year's Customer Experience Index report for US brands. The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers.

2016 60

2016 Wireless Customer Experience Government 60

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 85

Customer Experience Customer Centricity 2016 Culture 85

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. My Prediction.

2016 60

2016 2002 Insurance Books 60

Experience Matters

OCTOBER 5, 2016

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic.

2016 131

2016 Customer Experience Download Customers 131

ShepHyken

SEPTEMBER 12, 2016

Speed Is Best Measure of Customer Experience by Gerry McGovern. CMSWire) The basics of customer experience is helping people do what they want to do. However, if you want to excel in customer experience you must help people do what they want as quickly as possible. Follow on Twitter: @Hyken .

2016 113

2016 Article Customer Service Books 113

Ecrion

MARCH 27, 2020

They’ve undertaken large CX projects, and the vast majority of them think they deliver exceptional experiences. What is the cause of this disconnect, and how can we make more customer experience programs a success? I will argue below that Customer Experience providers need to be better Customer Success practitioners.

Customer Experience 74

Customer Experience B2C Customer Journey Mapping Metrics 74

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The answer is simple: What’s next is the next level of Customer Experience improvement. See the difference there?

2016 94

2016 Net Promoter Score Metrics Consulting 94

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. Published on: January 12, 2017. What do the findings mean for companies?

2016 59

2016 Customer Service 2017 Contact Center 59

Tricia Morris

FEBRUARY 12, 2016

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. A recent Economist Intelligent Unit (EIU) survey of more than 2,000 global consumers confirms that customers want fast and correct information above all else.

Metrics 60

Metrics Measurement Customer Service 2016 60

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.

2016 97

2016 2012 2013 2014 97

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . Further, they don’t contribute to the systematic design of superior experiences. Give NPS and CSAT some context.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

ijgolding

FEBRUARY 20, 2017

The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? Only recently I wrote about an experience a friend of mine was (and still is) having with BT – it was the perfect example of the RANDOM or UNINTENTIONAL Customer Experience.

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

OpinionLab

NOVEMBER 1, 2016

What was surprising to me is that based on the Forrester CX index that measures “effectiveness”, “ease” and “emotion” of a customer experience – mobile rated slightly higher than desktop on “effectiveness” and “ease”, but significantly higher on “emotion”. 2) CX is a business priority. Recognize benefits potential.

2016 60

2016 Innovation Return on Investment Airlines 60

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

2016 74

2016 Metrics Customer Experience Customer Connectedness 74

PeopleMetrics

APRIL 17, 2015

Today, we offer a guest post examining customer experience from a digital marketing perspective. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. Defining Customer Experience. The Economics of Customer Experience.

Customer Experience 108

Customer Experience Marketing Wireless 2016 108

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Customer Experience 68

Customer Experience 2017 2016 Wireless 68

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. These questions include the following examples: Should I measure NPS or CSat? How many customer segments should we have? How many people should we have in our CX team?

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. customer insight. measurement. governance.

Banking 93

Banking Customer Experience Customer Centricity Download 93

Customer Bliss

MARCH 8, 2016

In most organizations, anything that decision-makers pay attention to typically has to meet one of these criteria: It’s measured. In a customer-obsessed organization, however, the concepts need to be much different. Earning Social Media Love From Good Customer Experiences. It makes money. That’s Step 1.

Social Media 142

Social Media Customer Experience Reference 2014 142

OpinionLab

AUGUST 23, 2016

But how do you create a fulfilling customer experience that incorporates each channel and is in line what your customer wants? The next question is: how do you create customer journey maps that accurately reflect the customer journey and help you to optimize your CX? What did this tell us?

2016 60

2016 Customer Journey Mapping Apparel Omnichannel 60

Experience Matters

OCTOBER 17, 2016

We published a Temkin Group report, State of Voice of the Customer Programs, 2016. This is the sixth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

2016 95

2016 Customers Customer Connectedness Measurement 95

ReviewTrackers

JUNE 29, 2017

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. But many companies fail to handle problems effectively, which contributes to poor customer experience and engagement.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Customer Experience 55

Customer Experience 2017 2016 Wireless 55

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 111

Customer Experience Airlines Banking Retail 111

COPC

AUGUST 18, 2016

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. >>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

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

2016 58

2016 Metrics Customer Experience Customer Connectedness 58

Natalie Petouhof

JANUARY 19, 2016

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. BTW the Waldorf Astoria has great customer service!!!). This is a huge challenge that needs to be solved. ” by John Wannamaker.

2016 60

2016 B2B B2C Customer Success 60

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. Here are my top five picks from last week.

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. Here are my top five picks from last week.

2024 55

2024 Article Customer Service Retail 55

Calabrio

JUNE 9, 2016

At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry.

Contact Center 40

Contact Center 2016 Insights Banking 40