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

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. Download report for $195. The bottom line: VoC programs have a lot of maturing to do.

2014 100

2014 Customer Connectedness Net Promoter Score Effort Score 100

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. What metrics should you follow?

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. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. What metrics should you follow?

Definition 64

Definition Net Promoter Score Customer Experience CEM 64