5 Most Popular Customer Experience Blog Posts of 2017

Customer Bliss

What will CX Look Like in 2017? Chatbots, geofencing, improved goal alignment, and omnichannel CX were hot topics for 2017, and I must say, it looks like these will continue to be a growing interest in 2018—especially chatbots. Align Around Experience 2017 customer experience best blog posts 2017 customer experience lab customer service CX cx 2017 CX predictions

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What will CX look like in 2017?

Customer Bliss

The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” of 2017. Geofencing has become essential to most mobile and experience-driven marketers over the last few years ; that will only continue in 2017. I sincerely hope that 2017 is a year more companies begin investing in customer experience and doing it right , as opposed to just doing it. But these are a couple of 2017 predictions.

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Welcome to 2017. What are your goals?

Customer Bliss

Today is the first day of office work in 2017 for many people. It’s a long way from now until the end of 2017, and so much potential is in front of you. So what are your goals in 2017? While I know some of you worked on 1/2, it was technically a federal holiday.) You’ll arrive at your desk/office/cubicle/etc. rife with possibilities. What are you going to do with it? Now, let’s be clear on a couple of things.

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Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 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 five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

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Shared value is the customer experience of the future: 5 key takeaways from the 2017 Asia Pacific Customer Intelligence Summit

Alida

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017. Iggy Pintado (@iggypintado) July 17, 2017. The 2017 Customer Intelligence Summit had a lot to tell us about personal connections.

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4 reasons to attend the 2017 Automotive CX Summit

Alida

The Vision Critical Auto CX Summit 2017 team: Paula Skier – Director, Automotive. Vision Critical is headed to the Automotive CX Summit in Marina del Rey, California, on June 20 to 21. The conference promises to provide actionable information to help automakers, dealers and finance companies improve customer experience. With industry sales softening, now is a critical time to listen and implement key takeaways. Here are three of the sessions we’ll be exploring at this year’s conference: 1.

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Report: 2017 Temkin Experience Ratings (U.S.)

Experience Matters

We published the 2017 Temkin Experience Ratings, the seventh annual release of this comprehensive customer experience benchmark. Here’s the executive summary: 2017 is the seventh straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. 2017 Temkin Ratings Benchmarks Bruce Temkin Research CCXP3 Organizational Adoption and Accountability Customer Connectedness Customer experience Temkin Group Research

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2017 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. 2017 Temkin Ratings Customer experience Industry Dataconsumers. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all […].

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2017 Temkin Trust Ratings (U.S.): H-E-B and Mercedes-Benz On Top

Experience Matters

Temkin Group announces the release of the 2017 Temkin Trust Ratings. 2017 Temkin Ratings Customer experienceBased on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. H-E-B and Mercedes-Benz tied for the tops spots, followed closely by USAA (for banking and insurance), and Navy Federal Credit […].

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2017 Temkin Effort Ratings, U.S. & UK

Experience Matters

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. In January 2017, we surveyed 10,000 Read More. 2017 Temkin Ratings 2017 UK Temkin Ratings Customer experienceand UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

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2017 Temkin Forgiveness Ratings, UK: Sony, Aldi, & Nationwide On Top

Experience Matters

This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]. 2017 UK Temkin Ratings Benchmarks Bruce Temkin Research Customer experience Industry Data Temkin Group ResearchEvery organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S.

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2017 Temkin Emotion Ratings, U.S. & UK

Experience Matters

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. In January 2017, we surveyed 10,000 U.S. You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK. 2017 Temkin Ratings 2017 UK Temkin Ratings Customer experience Emotionand UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

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Report: The State of CX Metrics, 2017

Experience Matters

We published a Temkin Group report, The State of CX Metrics, 2017. The post Report: The State of CX Metrics, 2017 appeared first on Customer Experience Matters®. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011.

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The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017

CustomerGauge

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. The post The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017 appeared first on CustomerGauge. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth. With that in mind, we thought it would be extremely […].

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2017 Temkin Customer Service Ratings: USAA and Mercedes-Benz Are On Top

Experience Matters

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. 2017 Temkin Ratings customer serviceBased on a study of 10,000 U.S consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row. Its banking business earned the only […].

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Dataset: 2017 Temkin Loyalty Index, UK

Experience Matters

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The post Dataset: 2017 Temkin Loyalty Index, UK appeared first on Customer Experience Matters®. The analysis examined four areas of loyalty: Likelihood to repurchase, likelihood to recommend, likelihood to forgive, and likelihood to trust.

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2017 Customer Experience Resolutions

ClearAction

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? The post 2017 Customer Experience Resolutions appeared first on ClearAction Customer Experience Consulting. CX Best Practices 2017 customer experienceLike most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan.

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Local Search and Online Reviews Survey 2017

ReviewTrackers

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. In January 2017, ReviewTrackers reached out to a U.S.-based Over 50 percent of consumers often or always check out online reviews, while only 34 percent seek out information on discounts and pricing. percent of consumers agree that Google reviews, reviews on other websites, and local search rankings are the most important factors when looking for a business. .

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Follow the CX Tea Leaves

InMoment XI

Capitalizing on Small Wins for Agility and Growth Unifying the customer experience across every channel doesn’t necessarily have to start with a fully baked, end-to-end CX plan. In many cases, the best evolution happens as you follow the proverbial tea leaves—reading what the future holds and letting each initiative guide you to the next. View Article

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Groundhog Day – 2017

Andrew Mcfarland

Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us. Customer Service

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Report: Temkin Loyalty Index, 2017

Experience Matters

We published a Temkin Group report, Temkin Loyalty Index, 2017. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®. This is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries.

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Top 20 Customer Experience Leaders to Follow in 2017

Bold360

We love her recent blog on what CX will look like in 2017. Chip recently chatted with us about focusing on real-time analytics for 2017. The post Top 20 Customer Experience Leaders to Follow in 2017 appeared first on Nanorep - Digital Customer Self-Service Solution. Customer service has never been more important.

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2017 Customer Experience Trends, “The Year of Purpose”

Experience Matters

With my previous post, we declared 2017 “The Year of Purpose.” It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” During this year, companies will be: Elevating Purpose. Over the past year, we’ve seen more articles discussing purpose, and leaders are beginning to […]. Customer experience Featured Purpose

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2017 Temkin Forgiveness Ratings: Advantage Rent-A-Car and ACE Rent A Car on Top

Experience Matters

We just published the 2017 Temkin Forgiveness Ratings. 2017 Temkin Ratings Benchmarks Bruce Temkin Research Customer experience Industry Data Temkin Group ResearchIt uses feedback from 10,000 U.S. consumers to rate how likely consumers are to forgive 329 organizations across 20 industries (see full list of companies (.pdf)) pdf)) after they make a mistake. You can see all of the company data on the Temkin Ratings website.

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2017 Customer Experience Trends, “The Year of Purpose”

Experience Matters

With my previous post, we declared 2017 “The Year of Purpose.” It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” During this year, companies will be: Elevating Purpose. Over the past year, we’ve seen more articles discussing purpose, and leaders are beginning to […]. Customer experience Featured Purpose

2017 94

2017 Temkin Forgiveness Ratings, UK: Sony, Aldi, & Nationwide On Top

Experience Matters

This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]. 2017 UK Temkin Ratings Benchmarks Bruce Temkin Research Customer experience Industry Data Temkin Group ResearchEvery organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S.

2017 48

2017 Temkin Online Ratings (U.S.): USAA, Advantage Rent-A-Car, and Amazon.com On Top

Experience Matters

Temkin Group published the 2017 Temkin Online Ratings. 2017 Temkin Ratings Customer experience Industry DataBased on a study of 10,000 U.S consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th. Advantage Rent-A-Car took third place and Amazon.com tied for 4th.

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2017: The Year Of The Journey

Kerry Bodine

If so many people are already on board with journey mapping, why will 2017 will be the year of the journey? But I believe that journey management roles will become a mainstay of customer experience teams in 2017. This article originally appeared in the eBook The 2017 Customer Experience Outlook , a collection of ideas from customer experience authors, designers, and industry leaders.

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Top 5 Customer Experience Lessons of 2017

CustomerGauge

The post Top 5 Customer Experience Lessons of 2017 appeared first on CustomerGauge. You live, you learn, you stop manhandling passengers. This year, we learned a lot about how vital customer experience has become in competitive economies. The good news is that PR disasters like United Airlines’ passenger service and Equifax’s 143 million post-hacking slip-ups can only help us improve for the future (if we’re smart) and learn […].

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2017 Temkin Trust Ratings, UK: Nationwide, John Lewis, and M&S Food on Top

Experience Matters

This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list […]. 2017 UK Temkin Ratings Audi Bank of Scotland BMW John Lewis M&S Food Nationwide Nissan Virgin AtlanticTrust is a critical component of a strong relationship with customers. That’s why Temkin Group has been measuring trust for several years in the U.S.

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Customer-Centric Roundup: March 2017

iPerceptions

With Q1 2017 already behind us, there have been plenty of great posts and articles that offer great insights on the online customer experience that are useful to have in your back pocket. Customer Experience

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Welcome to 2017, The Year of Purpose

Experience Matters

And now, in 2017, we are focusing on … Purpose. Dear Readers: Every year, Temkin Group highlights one theme that we think will be particularly important for companies in the coming year. In 2016 we focused on Emotion, in 2015 we focused on Employees, and in 2014 we focused on Empathy. Why “purpose,” you might ask? At Temkin Group, […]. Customer experience Purpose

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Customer-Centric Roundup: February 2017

iPerceptions

The first two months of 2017 seemed to have just flown by, with spring already being just around the corner. Customer Experience

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Report: 2017 Temkin Experience Ratings, UK

Experience Matters

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. To generate these scores, we asked 5,000 UK consumers to rate […].

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2017 Temkin Group CX Excellence Award Winners

Experience Matters

The post 2017 Temkin Group CX Excellence Award Winners appeared first on Customer Experience Matters®. I’m thrilled to announce (and congratulate) the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards: AARP – formally established its AARP Experience (AARPx) team in 2016 with the mission to work across the enterprise to create a seamless, personalized experience for members that is supported by a customer-centric culture.

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