Category: Survey

The COPC Blog

Customer Experience: Observations from the Field

March 4, 2022

Customer Experience: Observations from the Field

By: Judi Brenstein

Customer Experience: Observations From The Field  A few topics have continued to come up in conversations, so I thought I...
Announcing the Release of the 2018 CXMB Series Consumer Edition

September 25, 2018

Announcing the Release of the 2018 CXMB Series Consumer Edition

By: Kyle Kennedy

The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer...
Key Findings from New Research Report — CXMB Industry Insights:  Financial Services

May 22, 2018

Key Findings from New Research Report — CXMB Industry Insights: Financial Services

By: Kyle Kennedy

  COPC Inc. and research partners Execs In The Know, in collaboration with volume sponsor VXI, are pleased to announce...
Three Questions To Ask Yourself To Understand What Customers Really Want

May 16, 2018

Three Questions To Ask Yourself To Understand What Customers Really Want

By: Jim Von Seggern

“What do our customers really want?” It’s an essential question, yet few brands invest enough time and energy investigating the...
The 2017 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series Available Now!

April 3, 2018

The 2017 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series Available Now!

By: Kyle Kennedy

Early March brought the release of the 11th volume of the CXMB Series, titled The CX Journey: Strategic and Operational...
Announcing the Release of the Executive Summary for the 2017 CXMB Series Corporate Edition Report

February 8, 2018

Announcing the Release of the Executive Summary for the 2017 CXMB Series Corporate Edition Report

By: Jim Von Seggern

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on...
The Latest In CX-Related Consumer Research, Available Now!

October 10, 2017

The Latest In CX-Related Consumer Research, Available Now!

By: Jim Von Seggern

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice:...
Announcing the Executive Summary for the 2017 CXMB Series Consumer Edition Report

July 21, 2017

Announcing the Executive Summary for the 2017 CXMB Series Consumer Edition Report

By: Jim Von Seggern

The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September...
Infographic: Retail Customer Care and Brand Loyalty Insights

June 22, 2017

Infographic: Retail Customer Care and Brand Loyalty Insights

By: Jim Von Seggern

A new research report titled Customer Experience Management Benchmark (CXMB) Industry Insights: Retail was recently published by COPC Inc. and Execs In...
New Industry Survey Focuses on Travel & Hospitality

November 16, 2016

New Industry Survey Focuses on Travel & Hospitality

By: Jim Von Seggern

Industry-Specific Research Part of Larger CXMB Series TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE...
CXMB Results: Consumer Perception of Customer Care Has Improved in 2016

November 3, 2016

CXMB Results: Consumer Perception of Customer Care Has Improved in 2016

By: Paul Shuga

According to the latest edition of the CXMB Consumer Survey COPC Inc. and Execs in the Know have published survey...
2016 CXMB Series, Consumer Edition

August 18, 2016

2016 CXMB Series, Consumer Edition

By: Lezli Harrell

Summary of Consumer Research Now Available New Questions, New Trends in the Customer Experience The Consumer Edition of the Customer...
COPC Inc. Retail Infographic

June 16, 2016

COPC Inc. Retail Infographic

By: Lezli Harrell

Today’s consumer expects a consistent and exceptional customer experience. In fact, earning and keeping their business often depends upon it....
Where Brand Promise and Operations Intersect

June 2, 2016

Where Brand Promise and Operations Intersect

By: Kathleen Jezierski

The Customer Experience: Where Brand Promise and Operations Intersect Recently I had the privilege of leading a discussion with executives...
COPC Inc. Discusses CXMB Survey Results in San Diego

May 23, 2016

COPC Inc. Discusses CXMB Survey Results in San Diego

By: Paul Shuga

CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience COPC Inc. recently presented at the...
Companies and Consumers See Things Differently in How Well Service is Provided

January 21, 2016

Companies and Consumers See Things Differently in How Well Service is Provided

By: Kyle Kennedy

New Survey Reveals Disconnect in Perception About Meeting Expectations.  A significant gap remains between corporate perception in meeting expectations and...
COPC Inc. Partners with Execs In The Know to Examine the Multichannel Customer Experience

January 3, 2016

COPC Inc. Partners with Execs In The Know to Examine the Multichannel Customer Experience

By: Kyle Kennedy

COPC Inc. is partnering with Execs In The Know, a global network of customer management professionals, to conduct the fourth...