Experience Matters

NOVEMBER 12, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. What’s Right: We rarely see a company succeed or fail based on the specific metric that it choses. That doesn’t mean that you can chose a ridiculous metric, but most Read More.

Net Promoter Score 86

Net Promoter Score Metrics NPS Customer Experience 86

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

2016 74

2016 Metrics Customer Experience Customer Connectedness 74

Experience Matters

NOVEMBER 14, 2014

The answer to that question is the only key metric. Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Amazon.com Arizona State University Center for Services Leadership' The bottom line : Amazon.com is purposeful about delivering great CX.

Customer Connectedness 123

Customer Connectedness Brand Values Leadership Customer Centricity 123

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

2016 58

2016 Metrics Customer Experience Customer Connectedness 58

Experience Matters

OCTOBER 15, 2014

In terms of metrics, our analysis shows that satisfaction and Net Promoter Score work most successfully at the relationship level, whereas Customer Effort Score works most successfully at the transactional level. The bottom line: VoC programs have a lot of maturing to do.

2014 100

2014 Customer Connectedness Net Promoter Score Effort Score 100

Experience Matters

AUGUST 28, 2014

As much as possible, use his/her language for metrics, measurement and objectives. The bottom line : Help your business partners develop a customer-centric mindset. Customer Connectedness Customer experience' Do not assume that any existing reports or formats are the right ones.

Customer Connectedness 125

Customer Connectedness Customer Centricity Insights Events 125

Experience Matters

NOVEMBER 20, 2014

Simple, Powerful Metrics. My take : When it comes to metrics, less is often better. A simple set of metrics that everyone understands is a powerful way to align everyone in the organization around what’s important. The bottom line : Simply stay focused on your customers and your brand.

Customer Connectedness 98

Customer Connectedness Brand Values Metrics Brands 98

Eptica

APRIL 25, 2018

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. Customer Connectedness: Infuse customer insight across the organization. Share this page on: Tweet.

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

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Qualtrics

FEBRUARY 1, 2019

The company focuses on customer-facing metrics like NPS , instead of its bottom-line, and it integrates them throughout the business, helping to inform their most critical decisions. According to a report by the consulting firm Walker , by 2020 customer experience will overtake price and product as the key brand differentiator.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Books 20

Experience Matters

AUGUST 17, 2016

This gives us a unique view on how organizations use this popular customer experience metric. We study 100’s of companies that use Net Promoter® Score (NPS®) and work with dozens of others that are in different stages of NPS deployment. We also publish one of the most comprehensive annual NPS benchmark studies.

NPS 69

NPS Metrics Customer Experience Customer Connectedness 69

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 CEM B2C 114

Experience Matters

OCTOBER 1, 2018

The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. Here are the highlights from this benchmark: With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business Read More.

Net Promoter Score 86

Net Promoter Score 2018 NPS Insurance 86

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

JANUARY 8, 2018

This report has rich insights about both B2B and B2C customer experience. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

2018 58

2018 2017 B2C B2B 58

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

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. 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

Experience Matters

JUNE 13, 2018

Identify which customer journeys consumers think most need improvement and look at how those responses differ across age groups. Evaluate how different customer journeys impact five loyalty Read More. The post Report: The Customer Journeys That Matter The Most appeared first on Customer Experience Matters®.

Customer Journey 63

Customer Journey 2018 Consumers Loyalty 63

Experience Matters

JUNE 4, 2018

The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. Of the companies we evaluated, 21st Century, Comcast, Cox Communications, and New York Life Read More.

2018 74

2018 Download Interaction Consumers 74

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. 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

Experience Matters

JULY 11, 2018

Net Promoter® Score (NPS®) is one of the most popular CX metrics, so we are often asked to discuss it with clients. Video) appeared first on Customer Experience Matters®. In addition to helping build successful NPS systems, we often provide a basic overview for executive teams and broader audiences of employees.

Net Promoter Score 14

Net Promoter Score NPS Metrics Information 14

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

DECEMBER 12, 2016

Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated? That’s because how customers feel […].

Customers 103

Customers Customer Connectedness ROI Measurement 103

Experience Matters

DECEMBER 12, 2016

Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated? That’s because how customers feel […].

Customers 99

Customers Customer Connectedness ROI Measurement 99

Experience Matters

OCTOBER 2, 2017

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017.

Net Promoter Score 53

Net Promoter Score 2017 NPS Insurance 53

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

JULY 9, 2015

I’ve recommended to some companies that they adopt NPS, to others that they stop using NPS, and to others that they start with a totally different set of metrics (see our VoC/NPS resource page ). Despite the claims, there is no single question that you can ask customers that will make companies customer-centric.

Net Promoter Score 120

Net Promoter Score NPS Metrics Customer Centricity 120