Experience Matters

APRIL 3, 2015

Compelling Brand Values : Brand attributes drive decisions about the company treats customers. Customer Connectedness : Customer feedback and insight is integrated throughout the organization. Employee Engagement : Employees are fully committed to the goals of the organization.

Culture 128

Culture Customer Connectedness Airlines Customer Centricity 128

Clicktools

MAY 18, 2017

According to the Temkin Group, the four core competencies of customer experience are: Purposeful Leadership : Operate consistently with a clear set of values. Compelling Brand Values : Deliver on your brand promises to customers. Customer Connectedness : Infuse customer insight across the organization.

Technology 51

Technology Customer Connectedness Brand Values Leadership 51

Experience Matters

FEBRUARY 25, 2015

After a very bad or very good experience, consumers are more likely to give feedback back directly to the company than they are to post on Facebook, Twitter, or third party rating sites. The companies most likely to receive negatively biased feedback from their customers are Consolidated Edison of NY and Southern California Edison.

2015 113

2015 Customer Connectedness Retail Download 113

Eptica

APRIL 25, 2018

The scale measures how companies approach customer experience , the level of senior management involvement in decision making, how they interact with and listen to customers, and use their feedback to drive change. Compelling Brand Values: Deliver on your brand promises to customers. Share this page on: Tweet.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding. Predictive Analytics Personalizing.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

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. Voice of the Customer Renovations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

SEPTEMBER 11, 2017

The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. We also compared overall results to our benchmarks from the previous five years.

2017 106

2017 NPS Net Promoter Score B2B 106

Qualtrics

FEBRUARY 1, 2019

Slack has been listening to customer feedback since its inception and was founded because of customer complaints with email. 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.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Books 20

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

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. In this report, we: Examine feedback from 10,000 U.S.

Customer Journey 63

Customer Journey 2018 Consumers Loyalty 63

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

2016 105

2016 NPS Net Promoter Score B2B 105

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. We published a Temkin Group report, Make Your VoC Action-Oriented.

Download 72

Download Consulting Feedback Customer Journey 72

Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous three years.

2015 89

2015 NPS Net Promoter Score B2B 89

Experience Matters

MARCH 8, 2016

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the sixth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 294 organizations across 20 industries.

2016 90

2016 Consumers Feedback Customer Experience 90

Experience Matters

JULY 9, 2015

Despite the claims, there is no single question that you can ask customers that will make companies customer-centric. Even the most ardent of NPS adopters gather feedback from customers using a lot of different questions. NPS is not the ultimate question. Promoters are more loyal than detractors.

Net Promoter Score 120

Net Promoter Score NPS Metrics Customer Centricity 120

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.

Contact Center 97

Contact Center Customer Insights Insights Download 97

Experience Matters

MAY 17, 2018

Before I describe Assistance Engines, I want to go back to 2010 when I labelled VoC technologies as Customer Insight & Action (CIA) Platforms. The naming was important, because it correctly identified that vendors needed to focus more on “insight & action” than on customer feedback.

Insights 48

Insights 2010 Customer Insights Technology 48

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64