Experience Matters

OCTOBER 21, 2014

For most industries, the average NPS is highest with older consumers and is lowest with younger consumers. Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics' Download report for $495.

Net Promoter Score 103

Net Promoter Score 2014 Customer Connectedness NPS 103

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Experience Matters

FEBRUARY 25, 2015

This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last year’s report ).

2015 113

2015 Customer Connectedness Retail Download 113

Experience Matters

AUGUST 28, 2014

They’re frustrated that business partners aren’t lining up for as much of this insight as they can possibly consume. The bottom line : Help your business partners develop a customer-centric mindset. Customer Connectedness Customer experience' What’s going on? Are business people just anti-data?

Customer Connectedness 125

Customer Connectedness Customer Centricity Insights Events 125

Eptica

APRIL 25, 2018

Author: Olivier Njamfa Brands understand that consumer expectations are continually rising. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. Compelling Brand Values: Deliver on your brand promises to customers. Published on: April 25, 2018.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Customer experience' Brand (R)evaluations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

OCTOBER 1, 2018

The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S.

Net Promoter Score 86

Net Promoter Score 2018 NPS Insurance 86

Experience Matters

JUNE 13, 2018

To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries. consumers about their journeys with 318 companies across 19 industries.

Customer Journey 63

Customer Journey 2018 Consumers Loyalty 63

Experience Matters

MARCH 20, 2018

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

2018 99

2018 Airlines Consumers Interaction 99

Qualtrics

FEBRUARY 1, 2019

According to a report by the consulting firm Walker , by 2020 customer experience will overtake price and product as the key brand differentiator. Companies must be customer-centric and provide an excellent customer experience or they’ll risk high customer churn. Customer-centricity demands speed.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Books 20

Experience Matters

MARCH 7, 2017

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 77

2017 Consumers Interaction Customer Experience 77

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

Experience Matters

JUNE 4, 2018

To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. We then compared results with similar studies we’ve conducted over the previous seven years.

2018 74

2018 Download Interaction Consumers 74

Experience Matters

OCTOBER 11, 2016

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

Net Promoter Score 109

Net Promoter Score 2016 NPS Loyalty 109

Experience Matters

MARCH 3, 2016

How do consumers feel about their purchases and subsequent customer service interactions? consumers about those experiences across 11 different industries. As you can see below: Across all industries, purchasing provides a more positive emotional response than customer service.

Customer Service 83

Customer Service Consumers Customers Interaction 83

Experience Matters

NOVEMBER 18, 2015

This report ranks the loyalty of consumers to 293 companies across 20 industries. consumers to 293 companies across 20 industries. We published a Temkin Group report, 2015 Temkin Loyalty Index. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. includes report plus dataset in Excel).

2015 89

2015 Loyalty Download Insurance 89

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Experience Matters

OCTOBER 2, 2017

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 53

Net Promoter Score 2017 NPS Insurance 53

Experience Matters

MARCH 14, 2017

This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot). consumers about their media usage patterns and compared the results to similar data we […]. We just published a Temkin Group data snapshot, Media Use Benchmark, 2017.

2017 72

2017 Consumers Customer Connectedness Customer Insights 72

Experience Matters

MAY 5, 2015

This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ). consumers: Some of the findings form the research include: Consumers increased their daily computer usage across all nine social media sites we examined. in 2014 to 47.1%

Social Media 83

Social Media 2015 2014 2012 83

Experience Matters

MARCH 15, 2016

This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot). consumers about their media usage patterns and compared the results to similar data we […]. We just published a Temkin Group data snapshot, Media Use Benchmark, 2016.

2016 67

2016 Consumers Customer Connectedness Customer Experience 67

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

2017 85

2017 Consumers Customer Connectedness ROI 85

Experience Matters

MARCH 30, 2016

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2016.

2016 69

2016 Consumers Customer Connectedness Customer Experience 69