Experience Matters Blog

September 17, 2020

Research Recap: ROI of Customer Experience, 2020

This blog post shares key findings from “ROI of Customer Experience, 2020,” which examined feedback from 10,000 U.S. consumers to understand the strength of the relationship between customer experience and loyalty.

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July 21, 2020

Net Promoter Score Collapses During Pandemic

The pandemic has taken a toll on U.S. consumers and businesses alike. This blog post looks at NPS for over 300 companies across 20 industries and compares how scores have dropped from May 2019 to 2020.

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March 12, 2020

XM Fireside Chat: ROI of CX with Bruce Temkin and Moira Dorsey

Ensuring that your CX program delivers value is critical, which is why “Realize” is one of the six XM Competencies. In this fireside chat, Moira Dorsey joins Bruce Temkin to discuss the ROI of CX.

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January 21, 2020

New Research Digs into Industries and Consumer Feedback Patterns

We surveyed 10,000 U.S. consumers about 300 companies across 20 industries. This blog post looks at some industry-specific findings from these studies, including data snapshots of 7 industries and customer feedback preferences across industries.

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December 23, 2019

New Research Shows Strong ROI of CX

We surveyed 10,000 US consumers about 300 companies across 20 industries. This blog post explores the correlation between CX and the likelihood of customers to demonstrate five key loyalty behaviors and customer spending changes after bad experiences.

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April 24, 2018

2018 Temkin Forgiveness Ratings: USAA and ACE Rent A Car on Top

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April 23, 2018

2018 Temkin Experience Ratings: 20 Industry Snapshots

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April 13, 2018

Temkin Experience Ratings Industry Snapshot: Streaming Media

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April 13, 2018

Temkin Experience Ratings Industry Snapshot: Investments

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April 12, 2018

Temkin Experience Ratings Industry Snapshot: Auto Dealers

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