Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Lumoa

MARCH 20, 2018

Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. using a 0-10 scale.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Lumoa

MARCH 20, 2018

Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. using a 0-10 scale.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64