Alida

MARCH 23, 2017

What consumers can control, however, is how they rate the level of customer service and satisfaction. As a result, telecom leaders take customer experience metrics like Net Promoter Score (NPS) very seriously. Looking beyond traditional customer experience (CX) metrics.

NPS 133

NPS Net Promoter Score Loyalty Telecommunications 133

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

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

CX University

NOVEMBER 21, 2023

As with all online content immersed in a growing and advancing field, the Customer Experience discipline continues to provide valuable insights, data, and knowledge. CXU sets high expectations for its online course content to fully support online learning and mastery of Customer Experience.

Roadmap 52

Roadmap 2016 ROI Customer Experience Professionals 52

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course. CCXP Exam Prep Many professionals working in a Customer Experience-related role seek certification to substantiate their mastery of the discipline.

Roadmap 52

Roadmap Customer Experience Professionals 2016 ROI 52

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

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? What matters most is driving customer experience excellence. Place links and QR codes literally everywhere to make it easy for customers to give you their insights.

ROI 54

ROI Feedback Insights Financial 54

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

CX Journey

APRIL 21, 2016

Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. That's pointless.

2016 43

2016 Omnichannel ROI Culture 43

Alida

DECEMBER 22, 2016

presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. Customer intelligence technologies enable organizations to collect and analyze customer feedback from multiple channels.”. What is customer intelligence? .

2017 0

2017 E Commerce 2016 Social Media 0

Experience Investigators by 360Connext

JANUARY 7, 2020

.” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? The ONLY way customer experience becomes a valuable part of business is when we treat it like a business discipline. What happens to customer experience then?

Net Promoter Score 173

Net Promoter Score 2020 NPS Metrics 173

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Author: Olivier Njamfa Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. So, how can brands deliver the customer experience that consumers require?

Customer Experience 50

Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

Customer Bliss

OCTOBER 13, 2016

Problems with customers, up to and including customer defection, usually begin at the leadership level — and not just the CCO, but the entire team responsible for all the different functional silos. In fact, the sheer existence of silos is what kills most customer experience strategy. ” Look, it’s 2016.

Leadership 162

Leadership Culture 2016 Metrics 162

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

Comm100

JANUARY 14, 2016

In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. These days, consumers expect easy access to customer service in every way possible.

2016 0

2016 Customer Service Social Media 2015 0

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. Instead, focus on action plan progress metrics. What’s broken? You get what you ask for. You get what you aim for.

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

Eptica

AUGUST 2, 2017

Author: Neil Titcomb Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. First, the good news – CX does deliver ROI. Huang presented data from a recent Gartner study that suggests 58% of CX projects in 2016 saw a measurable ROI. Addressing the last point.

Technology 48

Technology ROI 2017 Measurement 48

Kerry Bodine

JULY 31, 2017

Rather than pitting companies with high customer satisfaction against the S&P 500, they based their analysis on the following investment strategy: “The Long/Short Portfolio reflects investment decisions guided by ACSI data used to identify companies with the highest ACSI scores (for long positions) and lowest ACSI scores (for short positions).”.

Customer Experience 72

Customer Experience 2013 2014 2015 72

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. Author: Angus Prentice Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. Share this page on: Tweet.

Sales 79

Sales E Commerce E-support Contact Center 79

ClearAction

FEBRUARY 27, 2017

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. Instead, focus on action plan progress metrics. What’s broken? You get what you ask for. You get what you aim for.

Voice of Customer 54

Voice of Customer Workshop 2016 Metrics 54

CX Journey

JANUARY 2, 2019

As I always say, "Quite simply, without employees, you have no customer experience." And if your employees aren't having a great experience, neither will your customers. This is an ongoing conversation: What does customer experience transformation success look like? How do we show ROI? This is true.

2018 37

2018 2005 2019 ROI 37

ClearAction

DECEMBER 27, 2017

Do Customers Experience Your Internal Collaboration — or Lack of It? “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde.

Customer Experience 54

Customer Experience Workshop B2B Banking 54

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. For additional info, check out our VoC resource page.

2016 114

2016 Download Customers Customer Experience 114

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016.

2016 114

2016 Download Customers Customer Experience 114

ENGAGE.cx

OCTOBER 28, 2015

The leading system for figuring out what marketing tactics are influencing and driving purchases is multi-touch attribution (MTA), which is shaping up to be one of the most important digital marketing tactics of 2016. Once these attributes have been defined, a customer lifecycle attribution model can be created that drives these metrics.

Multi-Channel 49

Multi-Channel White Paper 2016 Metrics 49

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

Clarabridge

SEPTEMBER 21, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. NONE of these metrics instils a ‘customer experience’ mind-set. As these exceptional brands know, true customer experience in the contact centre works exactly the same as any other touchpoint.

Workshop 45

Workshop Touchpoint Average Handle Time Insurance 45

CX University

OCTOBER 30, 2017

CX University (CXU) announced today the official launch of Customer Experience (CX) Financial Consulting Services. Now CX practitioners, or aspiring professionals, can earn their Customer Experience (CXS) certification. He will be featured in a November 15th webinar, Show me the numbers! Chief Marketing Officer.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

Natalie Petouhof

FEBRUARY 28, 2016

In a recent survey 22 percent of respondents identified performance management as the “most likely” solutions to be replaced in 2016. . Why Is It Important to Balance Cost, Quality and Customer Service? Covering Customer-facing Applications In the Cloud That Drive Better Business Results and Awesome Customer Experiences.

Innovation 45

Innovation Management E-support Contact Center 45

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 48

2017 B2C 2016 B2B 48

Smith+co CX

SEPTEMBER 14, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. NONE of these metrics instils a ‘customer experience’ mind-set. As these exceptional brands know, true customer experience in the contact centre works exactly the same as any other touchpoint.

Workshop 39

Workshop Touchpoint Average Handle Time Insurance 39

Fox Metrics

JUNE 25, 2020

76% of respondents of the Adobe 2016 Digital Trends Report think that marketing has changed more in the last two years, than the previous fifty. It became popular on Facebook in 2018 and 2019 and has grown to become a sophisticated marketing tool that provides personalized and optimized customer experience. Interactive Content.

2020 111

2020 Marketing Social Media Advertising 111

Confirmit

MARCH 6, 2017

There are a few metrics-based questions in the submission form, and metrics are great, but we know they don’t always tell the whole story. Focus on demonstrating what you’ve done to turn the Voice of the Customer into genuine action. You can see a sample submission form here. What will the judges be looking for?

Financial 49

Financial 2016 Insurance Culture 49

LiveChat

OCTOBER 31, 2019

We live in a culture of instant gratification, and consumers expect a fast and convenient customer experience from brands 24/7/365. So, the ability to deliver an outstanding and unique customer experience is key to effective customer acquisition and retention. 4 automation strategies to improve customer loyalty.

Loyalty 57

Loyalty Call Center Return on Investment Consumers 57