Experience Matters

JANUARY 20, 2015

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. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc.,

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

APRIL 1, 2016

You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic.

Customer Connectedness 78

Customer Connectedness Metrics 2015 Download 78

Experience Matters

MAY 12, 2015

Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness.

2015 106

2015 Customer Connectedness Management 2014 106

Experience Matters

NOVEMBER 25, 2014

To evaluate the customer experience of mobile websites, we used Temkin Group’s SLICE-B experience review methodology to assess the experience of buying an eGift Card from ten large retailers: Home Depot, Lowe’s, Walmart, Target, Walgreens, CVS, Starbucks, Dunkin’ Donuts, Best Buy, and RadioShack. Download report for $195.

Customer Connectedness 106

Customer Connectedness Download Retail Measurement 106

Experience Matters

OCTOBER 21, 2014

Download report for $495. Here are the NPS scores across 20 industries: Download report for $495. If you want to know what data is included in this report and dataset, download this sample Excel dataset file. Here’s a list of companies included in this study (.pdf). includes report plus dataset in Excel).

Net Promoter Score 103

Net Promoter Score 2014 Customer Connectedness NPS 103

Experience Matters

SEPTEMBER 16, 2014

Download report for $195. Here’s a summary of how they’ve successfully used text analytics across what we call the 6 D’s of of a Voice of the Customer Program: Download report for $195. Best Practices Customer Connectedness Customer experience Temkin Group Research analytics text analytics'

Customer Connectedness 98

Customer Connectedness Download Insights Customer Experience 98

Experience Matters

APRIL 16, 2015

Download report for $195. Here’s a portion of the first figure from the data snapshot that contains 12 data-rich charts: Download report for $195. Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer' hours per day over the past year.

2015 89

2015 Customer Connectedness 2014 2012 89

Experience Matters

OCTOBER 15, 2014

Download report for $195. Here are results from companies that completed Temkin Group’s VoC Competency and Maturity Assessment (one of the 25 figures in the report): Download report for $195. Assessments Benchmarks Customer Connectedness Customer experience Temkin Group Research Voice of the customer analytics text analytics'

2014 100

2014 Customer Connectedness Net Promoter Score Effort Score 100

Experience Matters

AUGUST 3, 2015

We just published a Temkin Group report, Behavioral Guide to Customer Experience Design. Here’s the executive summary: According to recent scientific research, customers make most of their decisions using intuitive thinking instead of rational thinking. Download report for $195.

Customer Experience Design 115

Customer Experience Design Customer Experience Download Customers 115

Experience Matters

FEBRUARY 25, 2015

When it comes to sharing bad experiences on social media, customers of Advantage Rent A Car and Alabama Power Company are the most likely to post about it on Facebook, while customers of Ameren Missouri Company and Fujitsu are the most likely to post about it on Twitter. Download report for $195. Download report for $195.

2015 113

2015 Customer Connectedness Retail Download 113

Experience Matters

JULY 31, 2018

One of the most important – but often forgotten – elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings. That’s why we’ve created a CX Sparks guide that you can download and use to lead a stimulating discussion.

Download 101

Download Customer Experience Customer Connectedness Customers 101

Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x […]. 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. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x 24″): poster in pdf, poster in png Filed under: […].

2016 114

2016 Download Customers Customer Experience 114

Experience Matters

MAY 22, 2018

The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread in customer experience. Download report for $195 To successfully deploy customer-centric AI, companies need to: Integrate the elements of the Human Conversational Model into the Read More.

Customer Centricity 77

Customer Centricity Download Customers Interaction 77

Experience Matters

MAY 7, 2018

Voice of the Customer (VoC) programs are a critical component for many CX efforts. Here are links to download different versions of the infographic: Infographic: in .png pdf format Here are links to the research referenced in the infographic: State of VoC Programs, 2017 Renovating Your Voice of the Customer Program. poster: in

2017 82

2017 Download NPS Customers 82

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. The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®.

2018 74

2018 Download Interaction Consumers 74

Experience Matters

DECEMBER 22, 2015

Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. Download report for $195. Download report for $195.

2015 74

2015 Metrics Net Promoter Score 2011 74

Experience Matters

AUGUST 9, 2018

In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. Here are links to download different versions of the infographic: Infographic: in .jpg This infographic provides an overview. jpg format 18? poster: in .png poster: in .png

2018 65

2018 Download Customer Experience Management 65

Experience Matters

JULY 7, 2015

To construct a more holistic picture of their customers’ experiences, companies should take the unsolicited, unstructured voice of the customer (VoC) feedback they capture in the contact center and combine it with data they collect from other sources, such as CRM and digital analytics. Download report for $195.

Contact Center 97

Contact Center Customer Insights Insights Download 97

Experience Matters

OCTOBER 13, 2015

Download report for $495. Download report for $495. If you want to know what data is included in this report and dataset, download this sample Excel dataset file. Investment firms have the largest generation gap. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. includes report plus dataset in Excel).

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Experience Matters

DECEMBER 29, 2015

Here’s the executive summary: Companies recognize that customer feedback and insights are critical for understanding customers, so they often create Voice of the Customer (VoC) programs as one of their first customer experience priorities. Download report for $195.

Download 72

Download Consulting Feedback Customer Journey 72

Experience Matters

NOVEMBER 18, 2015

Download report for $395. Download report for $395. If you want to know what data is included in this report and dataset, download this sample Excel dataset file. USAA, JetBlue Airways, TriCare, credit unions, ACE Rent A Car, Apple, and Georgia Power have loyalty levels that most outperform their industry averages.

2015 89

2015 Loyalty Download Insurance 89

Experience Matters

MAY 18, 2015

Do you want to examine experiences through the eyes of your customers? Try using Temkin Group’s SLICE-B Experience Review Methodology. Download SLICE-B Scorecard (.pdf). The confidence that the customer has that her goal was accomplished. SLICE-B is an Expert Review (a.k.a. The transition into next steps.

Download 108

Download Brands Interaction Customer Connectedness 108

Experience Matters

OCTOBER 27, 2015

Download report for $195. Here are the results from Temkin Group’s VoC Competency & Maturity Assessment: Download report for $195. See the State of VoC reports from 2010 , 2011 , 2013 , and 2014.

2015 110

2015 2011 2010 2013 110

Experience Matters

SEPTEMBER 29, 2015

To truly maximize value from customer journey maps, companies need to set themselves up for success by establishing organizational alignment, determining if outside help is needed, training key stakeholders in customer journey mapping, and scaling customer journey mapping techniques across the organization by employing Customer Journey Thinking.

Customer Journey Mapping 96

Customer Journey Mapping Customer Journey Download Customer Centricity 96

Experience Matters

MAY 5, 2015

Download report for $195. Download report for $195. This analysis looks at the frequency with which consumers in different age groups use computers and mobile phones to access Facebook, LinkedIn, Twitter, Google+, Pinterest, Tumblr, and third-party rating sites. We also examine how usage rates vary by mobile phone type.

Social Media 83

Social Media 2015 2014 2012 83

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.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

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 B2C 64