Temkin

The ROI of Customer Experience: Who Cares?

The ROI of Customer Experience: Who Cares?

Better experiences equal better ROI.

It's Time to Beef up Your Online Customer Experience

It's Time to Beef up Your Online Customer Experience

Consumers want to interact online, but companies aren't serving their needs.

Marketers, It's Time to Amplify Empathy

Marketers, It's Time to Amplify Empathy

5 ways marketers can blend empathy and analytics to more effectively connect with customers

Forget Funnels and Embrace Journey-Centric Marketing

Forget Funnels and Embrace Journey-Centric Marketing

The new realities of how customers interact with brands mean rethinking marketing.

Temkin Releases 2014 Customer Service Ratings

Temkin Releases 2014 Customer Service Ratings

By

Amazon, USAA, and Chick-fil-A occupy the top spots, while Comcast and other telecom companies bottom out.

Which Brands Are the Most (and Least) Trusted?

Which Brands Are the Most (and Least) Trusted?

It's been a bad year for TV service providers.

The Best and Worst Brands in Temkin Experience Ratings

The Best and Worst Brands in Temkin Experience Ratings

Which industries know how to satisfy their customers, and which ones have more work to do?

What Does a Bad Experience Cost Your Brand?

What Does a Bad Experience Cost Your Brand?

How the good, the bad, and the ugly customer experiences impact your business.

Marketers' Guide to the Six Laws of Customer Experience

Marketers' Guide to the Six Laws of Customer Experience

A wining customer experience starts with a winning company experience.

Marketers Need Results-Oriented Voice-of-the-Customer Programs

Marketers Need Results-Oriented Voice-of-the-Customer Programs

Mature, high-performing VoC programs comprise four main elements.

10 Customer Experience Tips for Marketers

10 Customer Experience Tips for Marketers

How marketers can align their marketing with their customers' journey.

Is Customer Service Killing Your Brand?

Is Customer Service Killing Your Brand?

4 reasons marketers should care about customer service and how it affects their branding and customer retention efforts.

Are You Keeping Score?

Are You Keeping Score?

What marketers need to know about Net Promoter Score.

Marketing by the Book—and Beyond

Marketing by the Book—and Beyond

4 lessons for marketers from Jeff Bezos and Amazon.com.

4 Ways to Map Marketing to Customers' Journeys

4 Ways to Map Marketing to Customers' Journeys

What every marketer needs to know about customer journey maps.

Which Brands Are the Most Functional, Accessible, and Emotional?

Which Brands Are the Most Functional, Accessible, and Emotional?

The 2013 Temkin Experience Ratings examines 246 large organizations for how well they address customer needs in three basic areas.

Marketing's Important Role in CX Excellence

Marketing's Important Role in CX Excellence

Companies like EMC, Fidelity Investments, Oklahoma City Thunder, and Safelite AutoGlass use marketing to enhance the customer experience.

Customer Experience Primer for Marketers

Customer Experience Primer for Marketers

Marketers need to understand the key elements of CX; it may determine the success or failure of their efforts.

The Connection Between Customer Experience and Customer Loyalty

The Connection Between Customer Experience and Customer Loyalty

Customers are more likely to recommend and buy more from, as well as less likely to switch from, companies that are customer experience leaders.

Is Your Brand an Empty Promise?

Is Your Brand an Empty Promise?

Three steps to making and keeping a compelling brand promise

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