Experience Matters

JULY 7, 2015

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers. Download report for $195.

Contact Center 97

Contact Center Customer Insights Insights Download 97

Experience Matters

OCTOBER 15, 2014

When we compared high scoring VoC programs with lower scoring programs, we found that companies with more mature programs have better overall business performance, spend more on analytics, are more active on mobile, employ more full-time employees, take more action with the insights, and enjoy more executive support. Download report for $195.

2014 100

2014 Customer Connectedness Net Promoter Score Effort Score 100

Experience Matters

OCTOBER 27, 2015

We found that while most organizations consider their VoC efforts to be successful, less than one-third of organizations actually believe they are good at making changes to the business based on these insights. 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

Here’s the executive summary: Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren’t capturing enough value from their CJM efforts. Download report for $195. Here are the 23 best practices in the report: Download report for $195.

Customer Journey Mapping 96

Customer Journey Mapping Customer Journey Download Customer Centricity 96

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

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

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

Lumoa

MARCH 20, 2018

Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. using a 0-10 scale.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. using a 0-10 scale.

Definition 64

Definition Net Promoter Score Customer Experience B2C 64