Experience Matters

APRIL 6, 2020

XM Institute is launching the XM Professionals Network Online Forum, (XMPN Online). The goal is to help XM professionals around the world connect with each other, learn from each other, and tap into the latest thinking from the XM Institute. The post Introducing the XM Professionals Network Online Forum appeared first on Experience Matters.

Connections 195

Connections Customer Experience Customers 195

Experience Matters

APRIL 1, 2020

Experience Management (XM) is critical for reacting to changes being caused by the COVID-19 pandemic and economic downturn. But organizations need to shift from a rhythm of tracking to an obsession with sensing. The post Experience Management In A Crisis: Shift From Trending To Sensing appeared first on Experience Matters.

Trends 281

Trends Management Customer Experience Customers 281

Experience Matters

MARCH 30, 2020

During this "XM Fireside Chat," Bruce Temkin & Susan Haufe discuss healthcare experience in the current pandemic environment. The post XM Fireside Chat: Healthcare Experience With Bruce Temkin And Susan Haufe appeared first on Experience Matters.

Healthcare 250

Healthcare Management Customer Experience Customers 250

Experience Matters

MARCH 19, 2020

During this "XM Fireside Chat," Bruce Temkin & Benjamin Granger discuss the path to Experience Management (XM) maturity. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Benjamin Granger appeared first on Experience Matters.

Leadership 222

Leadership Management 222

Experience Matters

MARCH 16, 2020

During this "XM Fireside Chat," Bruce Temkin & Aimee Lucas discuss the leadership required to drive successful Experience Management (XM) programs. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas appeared first on Experience Matters.

Leadership 255

Leadership Management Customer Experience Customers 255

Experience Matters

MARCH 6, 2020

The XM Institute has published new research that examines the current state of employee experience (EX) management programs and the mindsets, skills, and actions required for employee experience (EX) excellence. You can download both of these reports for free: The State of EX Management Programs, 2020. This research – based on a survey of HR leaders at 250 large U.S. firms – looks at the current state of employee experience (EX) management programs and future plans for EX.

Management 211

Management Employee Experience Survey Report 211

Experience Matters

MARCH 2, 2020

As the Coronavirus situation evolves, organizations are being forced to consider a number of changes that affect every one of their stakeholders—suppliers to employees to customers. It’s critical that leaders not only focus on making the right decisions, but that they also focus on how they implement those decisions. Experience design plays a key role in this area.

Tips 257

Tips Customer Experience Customers 257

Experience Matters

FEBRUARY 4, 2020

Note from Bruce Temkin: This is the first (of many) posts that will be written by thought leaders besides me. I’m thrilled to have Ben Granger join our Qualtrics XM Institute team and contribute to this blog. Today, I am excited to announce that I have officially joined the Qualtrics XM Institute! I am joining a fantastic team of XM researchers and visionaries.

Employee Experience 179

Employee Experience 179

Experience Matters

NOVEMBER 18, 2019

When an employee asks for a specific feedback score, it jeopardizes your Experience Management (XM) program. You need to stop this "gaming" behavior. The post Stop Employees From Asking For Good Ratings appeared first on Experience Matters.

Feedback 41

Feedback Management Brands Customer Experience 41

Experience Matters

NOVEMBER 7, 2019

Experience Management (XM) is a discipline for driving insightful actions across an organization, while BI is a reporting tool. The post XM Versus BI: No Real Comparison appeared first on Experience Matters.

Comparison 34

Comparison Report Tools Management 34

Experience Matters

NOVEMBER 4, 2019

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters.

Customer Experience 320

Customer Experience Customers 320

Experience Matters

OCTOBER 10, 2019

Experience Management (XM) isn’t just important, it’s the primary function of every organization. Why? Because every organization is an experience factory. The post Your Organization Is An Experience Factory appeared first on Experience Matters.

Management 212

Management Customer Experience Customers 212

Experience Matters

AUGUST 21, 2019

Almost 200 CEO's redefine the purpose of a corporation. My take: It's all about adding value to people's lives. The post The Purpose Of A Corporation, Redefined appeared first on Experience Matters.

Customer Experience 228

Customer Experience Customers 228

Experience Matters

AUGUST 5, 2019

Benchmarking #CX against competitors is a good activity, but it is overused. See 5 pieces of advice. The post Five Recommendations For De-Emphasizing Benchmarking appeared first on Experience Matters.

Customer Experience 230

Customer Experience Customers 230

Experience Matters

JULY 12, 2019

Our team joined Qualtrics last October to create the XM Institute, and one of the great things that we’ve found is that there are many people across Qualtrics who are experts in different aspects of Experience Management (XM). So I decided to interview one of them, Ben Granger. Ben is a Sr. Principal for Global EX Strategy. He spends his days thinking about and helping organizations design leading-edge EX programs.

Employee Experience 264

Employee Experience Industry Strategy Management 264

Experience Matters

JUNE 27, 2019

Well, it has finally happened. After being acquired by Qualtrics this past October, we have decommissioned the Temkin Group website. And yes, I have mixed feelings. To quote a line from Winnie-the-Pooh… How lucky I am to have something that makes saying goodbye so hard. It’s hard to say goodbye to a site and a brand that we built and nurtured since May 2010.

Groups 186

Groups Brands Customer Experience Customers 186

Experience Matters

JUNE 6, 2019

I’m on my way back from Australia; the end to a very long, but wonderful road trip. I’ve had a busy couple of months, delivering speeches and training in Salt Lake City (twice), London (twice), Orlando, Madrid, Sydney, and Melbourne, in addition to remote sessions in Paris and Philadelphia. What have I been speaking about? Operationalizing Experience Management (XM).

Training 254

Training Management Customer Experience Customers 254

Experience Matters

MAY 20, 2019

The time has finally come for me to tell people to stop purchasing Temkin Group research reports. Are we eliminating them? No. Are they irrelevant? No. We’ve just decided to give them away for free on the Qualtrics XM Institute site. That’s right, you can now get access to almost our entire research library for free. One of the reasons we joined Qualtrics was to be able to help more people and organizations.

Groups 58

Groups Report Management Customer Experience 58

Experience Matters

APRIL 22, 2019

As you have hopefully seen, I’m now running the Qualtrics XM Institute, where we will be producing easy-to-consume, compelling content and training that both inspires business leaders with experience management (XM) possibilities and helps them drive value from their programs. Many people have asked me recently about why we’re now focusing on XM instead of on customer experience (CX).

Training 192

Training Consumers Customer Experience Management 192

Experience Matters

MARCH 13, 2019

Last week, I gave two presentations at the Qualtrics X4 Summit that focused on how to adopt experience management (XM). Here’s a glimpse of that content… First of all, let’s get aligned: what do you expect to see in the future? More or less demanding customers? (I say more) More or less demanding employees? (I say more) More or less access to data and analytics?

Management 225

Management Analytics Customer Experience Data 225

Experience Matters

JANUARY 21, 2019

The New England Patriots just won the AFC Championship, earning a trip to their third straight Superbowl. As a Patriots fan, I’m thrilled. I know that many people don’t like the team, but there’s no denying that the Patriots have built a dynasty and are one of the most dominant teams in recent history (across any sport). How do the Patriots keep achieving success?

Sports 219

Sports Culture System Customer Experience 219

Experience Matters

JANUARY 1, 2019

Gelukkige nuwejaar, Gëzuar vitin e ri, e glëckliches nëies, aam saiid, shnorhavor nor tari, yeni iliniz mubarek, bonne année, urte berri on, ?????? ?????, subho nababarsho, asgwas amegas, mbembe mbu, bonne année, sretna nova godina, bloavezh mat, ??????? ???? ??????, hnit thit ku mingalar pa, kung hé fat tsoi, bon any nou, xin nian kuai le, pace e salute, sretna nova godina, š?

Customer Experience 163

Customer Experience Customers 163

Experience Matters

DECEMBER 27, 2018

Last year Temkin Group labelled 2018, The Year of Humanity. With all of the discord and tension throughout the world, it seemed like a good time to promote the following mindset: Embrace diversity. Recognize our differences and find ways to treat people as individuals. Extend compassion. Tune into the condition of the people around us and care about their well-being.

Groups 181

Groups Customer Experience Customers 181

Experience Matters

DECEMBER 24, 2018

Since tomorrow is Christmas, I decided to share 12 wishes for you and your experience management (XM) efforts. Here goes… During the upcoming year, I hope that you: Celebrate successes. It’s easy to get caught up in thinking about the next milestone to achieve, but make sure to regularly take account of the great things that you and your team have already accomplished.

Customer Experience 189

Customer Experience Management Customer Connectedness Customers 189

Experience Matters

DECEMBER 21, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #6: Compensation Drives Good CX Behaviors What’s Wrong: Many organizations try to drive behavior change by tying employees’ compensation to customer experience metrics.

Metrics 258

Metrics Customer Experience Employee Engagement Customers 258

Experience Matters

DECEMBER 5, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical.

Interaction 280

Interaction Customers Meeting Customer Experience 280

Experience Matters

SEPTEMBER 26, 2018

One of the key ingredients to a customer-centric organization is Purposeful Leadership. To keep an entire company moving in tandem, leaders must articulate and commit to a clear purpose – one that aligns all employees’ day-to-day decisions and is more compelling than simply increased profits. What does that look like? This video from Oxford Properties‘ CEO Michael Turner is a great example of Purposeful Leadership in action (thanks to Roger Pugsley for sharing it with me).

Leadership 181

Leadership Customer Centricity Video Examples 181

Experience Matters

SEPTEMBER 24, 2018

Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.

Customer Experience Professionals 237

Customer Experience Professionals Groups Interaction Customer Experience 237

Experience Matters

AUGUST 26, 2018

Yesterday, with the passing of U.S. Senator John McCain, the world lost a true statesman. Even if you disagree with some of his political positions, it’s hard not to admire the way he led his life. He dedicated his adulthood to service, always looking for ways to collaborate—even with members of the opposite party. Here are a few of his quotes that capture the essence of this perspective: In the real world, as lived and experienced by real people, the demand for human rights and dignity, t

Customer Experience 149

Customer Experience Customers 149

Experience Matters

AUGUST 12, 2018

Temkin Group has been using the Temkin Well-Being Index (TWBi) since 2012 to track the overall quality of life for U.S. consumers. The TWBi is based on a survey of 10,000 U.S. consumers in January. The overall index is an average of three measurements representing the percentage of adults (18 and older) who agree with these statements: I am typically happy I am healthy I am financially secure In our Q1 2018 survey, we also asked questions about consumers’ political views.

Financial 136

Financial Survey Consumers Groups 136

Experience Matters

AUGUST 9, 2018

In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. This infographic provides an overview. Here are links to download different versions of the infographic: Infographic: in .jpg format 18? x 24? poster: in .png format Here are some of the reports with data included in the infographic: Propelling Experience Design Across The Organization 2018 Temkin Emotion Ratings State of CX Management, 2018.

Infographics 163

Infographics Report Customer Experience Data 163

Experience Matters

JULY 17, 2018

Emotion is one of the three components of a customer’s experience (along with success and effort), so it’s a fundamental element for companies to track. In this post, I examine the eight annual Temkin Emotion Ratings for U.S. companies. It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric.

Metrics 149

Metrics Survey Feedback Consumers 149

Experience Matters

JULY 13, 2018

Hopefully you already seen that Temkin Group has called 2018, The Year of Humanity. We’ve been focused on finding ways to help people increase humanity as individuals, as CX professionals, and as a collective community. In our latest survey of CX professionals, we asked respondents to estimate how often employees in their organizations demonstrate three traits of humanity: Embrace diversity.

Groups 149

Groups Survey Customer Experience Customers 149

Experience Matters

JULY 11, 2018

Net Promoter® Score (NPS®) is one of the most popular CX metrics, so we are often asked to discuss it with clients. In addition to helping build successful NPS systems, we often provide a basic overview for executive teams and broader audiences of employees. That’s why created this video. It’s meant to explain what NPS is all about and why it may be a valuable approach for some companies.

Net Promoter Score 36

Net Promoter Score Video NPS Metrics 36

Experience Matters

JUNE 18, 2018

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services.

Customer Success 202

Customer Success Fashion B2B Customers 202

Experience Matters

MAY 24, 2018

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. You can see different ways to download this infographic below. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: Five Steps For Building A Strong CX Metrics Program The State of CX Metrics, 2017.

Infographics 319

Infographics Metrics Customer Experience Customers 319

Experience Matters

MAY 7, 2018

Voice of the Customer (VoC) programs are a critical component for many CX efforts. This infographic examines those efforts. Make sure to visit our VoC/NPS Resource Page for more help in building your VoC program. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: State of VoC Programs, 2017 Renovating Your Voice of the Customer

Infographics 206

Infographics NPS Resources Customers 206