Articles
Tag: temkin group
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Slack Adds Screen Sharing, HubSpot's State of Inbound, More News
Paid Slack users can now share their screens on video calls with colleagues thanks to a new feature. The San Francisco-based enterprise collaboration provider last week extended its native calling feature with screen sharing. Users can leverage the capability in any Slack channel or direct message.
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Why Marketers Should Embrace Emojis to Improve CX
Think of emojis as modern shorthand — a system that simplifies writing by converting words and phrases to symbols. Shocking as it may seem to millennials, emojis are older than, well, any person on earth.
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Temkin Group: These 5 Firms Excel in Customer Experience
Five companies — including two repeat winners — earned recognition from The Temkin Group in its fourth annual Customer Experience Vendor Excellence (CxVE) contest. MaritzCX, Medallia, Potentiate, Rant & Rave and Walker Information all won 2016 CxVE Awards. Rant & Rave and Walker Information also won last year.
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These 7 Companies Excel in Customer Experience
Everyone claims to be the leading customer experience (CX) vendor. But the Temkin Group has taken the subjectivity out of the debate. The Waban, Mass.-based CX research firm just named seven firms the winners of its 2015 Customer Experience Vendor Excellence (CxVE) Awards. (Drum roll, please.
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Meet the Top Brands Consumers Really Trust
Bruce Temkin thinks it all comes down to a matter of trust. Over the past five years, he's evaluated thousands of brand perceptions and distilled them all into his company's Temkin Trust Ratings. Brands that earn trust do so over time -- with consistent customer experiences, he said.
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Customer Success is a Failure
Customer success is a stupid concept … a catchphrase that shifts the focus from people to profit. Unlike customer experience — a phrase that suggests giving something of meaning and value to the people who matter most — customer success implies taking. It shifts the focus from customers to companies.
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These 5 Companies are CX Innovators
Last week we asked you to dust off your prediction skills, weigh some odds and take a shot at guessing the winners of the 2014 CX Innovation Awards. Now it's time to find your ballot: We know the winners. Just yesterday, the Customer Experience Professionals Association (CXPA), a global non-profit organization created
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Place Your Bets: Name the Top CX Innovator
Just when you thought there was nothing entertaining to do at work today, we offer this. Dust off your prediction skills, weigh some odds and take a shot at guessing the winners of the 2014 CX Innovation Awards. The awards are sponsored by the Customer Experience Professionals Association (CXPA),
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Companies are Investing More Money, Resources in Customer Experience
Companies are committed to customer experience (CX). It's a priority in most, more important this year than last — and many companies are hiring more people to focus on it. Those are among the key takeaways in the latest of a series of reports from Temkin Group, a customer experience
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The Net Promoter Score and Beyond: Measuring Customer Satisfaction
Customers expect more from companies than ever before, and that means tried and tested customer experience management tools like the Net Promoter Score need to be amended if not thrown away entirely. Net Promoter Scores are a simple way to assess customer loyalty.
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Temkin Report Names VMware, SAP Analytics, Microsoft Top Customer Experience of Major IT Vendors
How do the large IT providers stack up in the experience they provide their customers? A new report from the Temkin Group details its findings -- and puts VMware, SAP analytics and Microsoft at the top.
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Customer Experience Entrenched in Many Large Companies, But Not Yet at Peak Performance
Customer experience management (CXM) in large companies has come a long ways, but there’s still a long road ahead. That’s essentially the takeaway from a new report by the Temkin Group. In a survey of 224 customer experience professionals in companies with at least US$ 500 million in annual
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Temkin Group Report: The Social Media Audience is Changing
The way social media sites are being accessed and by whom is changing, according to a report from the Temkin Group. Social Media: Always Changing The report, Data Snapshot: Social Media Benchmark, 2013, was compiled from surveys conducted in January 2013 of 10,000 U.S consumers.
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Temkin Group Reports on Rising Importance of B2B Customer Experience
B2B companies looking to create and sustain superior customer experience need to master four competencies -- purposeful leadership, compelling brand values, employee engagement and customer connectedness. A new insight report from Temkin Group, “Best Practices in B2B Customer Experience,” reviews these competencies as well as the rising importance of
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