Experience Matters

MARCH 3, 2015

consumers to rate their recent interactions with 293 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. 2015 Temkin Ratings Benchmarks Customer Connectedness Customer experience Temkin Group Research'

2015 128

2015 Customer Connectedness Download 2014 128

Experience Matters

OCTOBER 8, 2014

Your customers are the same. You need to understand, care about, and actively design for your customers’ emotional states. Goals, not just interactions. When customers interact with you, it’s often part of a broader goal. Spread the focus across your organization using Customer Journey Thinking.

Customer Connectedness 119

Customer Connectedness Brand Values Events Customer Journey 119

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

MARCH 17, 2015

31% of respondents expect to spend more on voice of the customer software vendors in 2015 than they did in 2014 and only 2% expect to spend less. Social media and phone self-service interactions were the only areas that did not gain momentum. 81% of respondents expect to put more focus on customer insights and analytics.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

Experience Matters

NOVEMBER 25, 2014

Here’s the executive summary: Although smartphones are a convenient interaction channel, their small screens pose serious design challenges for companies. The report uses Temkin Group’s SLICE-B experience review methodology to assess the mobile sites of 10 retailers. Here are the overall results: Download report for $195.

Customer Connectedness 106

Customer Connectedness Download Retail Measurement 106

Clicktools

MAY 19, 2017

It’s essential to centralize all customer information and insights in CRM. This includes feedback from surveys, support cases, sales interactions, and data collected by marketing programs and social media.

Customer Connectedness 45

Customer Connectedness Social Media Feedback Connections 45

Experience Matters

OCTOBER 15, 2014

Looking ahead, companies plan on focusing less on multiple-choice surveys and more on interaction history and predictive analytics. 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.

2014 100

2014 Customer Connectedness Net Promoter Score Effort Score 100

Experience Matters

MAY 12, 2015

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. Executives in companies with stronger CX competencies also tend to focus more on building a customer-centric culture and less on cutting costs.

2015 106

2015 Customer Connectedness Management 2014 106

Clicktools

MAY 18, 2017

Customer Connectedness : Infuse customer insight across the organization. Competency 4: Customer Connectedness. Employee Engagement : Align employees with the goals of the organization.

Technology 51

Technology Customer Connectedness Brand Values Leadership 51

Experience Matters

FEBRUARY 25, 2015

consumers about their recent interactions with 283 companies across 20 industries. The companies most likely to receive negatively biased feedback from their customers are Consolidated Edison of NY and Southern California Edison. Download report for $195. Download report for $195.

2015 113

2015 Customer Connectedness Retail Download 113

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. Every interaction has three components: Success, Effort, and Emotion.

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. Contact Center Loyalty Aspirations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

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.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

Qualtrics

FEBRUARY 1, 2019

The connected world we live in has opened up opportunities for companies to interact with their customers more often and across more channels than ever before. Companies must be customer-centric and provide an excellent customer experience or they’ll risk high customer churn. Customer-centricity demands speed.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Books 20

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

Experience Matters

MARCH 20, 2018

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

2018 99

2018 Airlines Consumers Interaction 99

Experience Matters

NOVEMBER 16, 2015

During our second day at the hotel, we received a text message that led to the interaction in the graphic on the right. Over the last few years, it seems as if masses of companies have decided to start “measuring” customer experience. To summarize, we were asked to rate our experience on a scale of 1 to 10. It’s not!

Hotels 121

Hotels Customers Interaction Measurement 121

Experience Matters

MARCH 3, 2016

How do consumers feel about their purchases and subsequent customer service interactions? As you can see below: Across all industries, purchasing provides a more positive emotional response than customer service. To find the answer, we asked 10,000 U.S. consumers about those experiences across 11 different industries.

Customer Service 83

Customer Service Consumers Customers Interaction 83

Experience Matters

JUNE 13, 2018

Few organizations deliver outstanding experiences to their customers. 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.

Customer Journey 63

Customer Journey 2018 Consumers Loyalty 63

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. Seven out of 10 companies have compensation tied to CX metrics for some of their employees.

2015 74

2015 Metrics Net Promoter Score 2011 74

Experience Matters

MAY 22, 2018

In this report, Temkin Group creates a model and shares best practices for AI-Driven Interfaces (AIDI), which we define as digital interactions with customers that are being directly manipulated by machine learning algorithms.

Customer Centricity 77

Customer Centricity Download Customers Interaction 77

Experience Matters

MARCH 7, 2017

Here’s the executive summary: 2017 is the seventh straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. consumers to rate their recent interactions with […]. To generate these Ratings, we asked 10,000 U.S.

2017 77

2017 Consumers Interaction Customer Experience 77

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Experience Matters

MAY 18, 2015

The extent to which the customer is drawn into the experience. The ease in which the customer can find what she needs. The ease in which the customer can understand and control the experience. The confidence that the customer has that her goal was accomplished. The transition into next steps.

Download 108

Download Brands Interaction Customer Connectedness 108

Experience Matters

APRIL 21, 2016

As I’ve discussed many times on this blog, customers experience interactions across three dimensions, Success, Effort, and Emotion. So how effective are companies at proactively designing for those elements?

Blog 74

Blog Interaction Customer Experience Management 74

Experience Matters

SEPTEMBER 29, 2015

We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. 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.

Customer Journey Mapping 96

Customer Journey Mapping Customer Journey Download Customer Centricity 96

Experience Matters

OCTOBER 27, 2015

Respondents think that the most important source of insights in the future will be customer interaction history, and they think that going forward, multiple-choice questions will be the least important.

2015 110

2015 2011 2010 2013 110

Experience Matters

MAY 15, 2017

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs.

Customer Journey 48

Customer Journey Insights Customer Insights Customers 48

Experience Matters

MAY 15, 2017

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs.

Customer Journey 48

Customer Journey Insights Customer Insights Customers 48

Experience Matters

OCTOBER 10, 2017

Thaler applied behavioral economics to government interactions with citizens. You may have seen Thaler in this scene from The Big Short where he and Selena Gomez explain a financial instrument called a synthetic collateralized debt obligation (CDO). Note: there’s some foul language]. So what does this have to do with CX design?

2002 57

2002 Government Financial Books 57

Experience Matters

MARCH 1, 2016

We attempt to achieve a specific customer goals and then grade the experience on 12 criteria across six areas: Start, Locate, Interact, Complete, End, and Brand Coherence. The report uses our SLICE-B experience review methodology to evaluate mobile experiences. Here’s the executive summary: As more […].

Interaction 48

Interaction Brands Customer Connectedness Customers 48

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Experience Matters

FEBRUARY 23, 2015

This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty.

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Experience Matters

AUGUST 9, 2017

I hate to break this news to you, but your customers most often interact with your organization because they have to, not because they want to. And when they do connect with you, it’s part of a larger journey that they’re on to achieve something more important than the interaction with you.

Customer Journey 128

Customer Journey Interaction Customers Connections 128

CSM Magazine

JUNE 3, 2021

WEM solutions can unify call recording, quality management, workforce management, multichannel analytics and advanced reporting in a single easy-to-use platform for all-round IT connectivity and customer connectedness. Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions.

Connections 52

Connections Customer Connectedness Call Recording Article 52