InMoment XI
APRIL 30, 2015
If you’ve been following the CX Café blog, you’ll know that we did a series a little while back on EchoPark, which is Sonic Automotive’s foray into re-designing the customer experience. My colleague Michael Allenson is working closely with Marti Eulberg, a director at Sonic, at the EchoPark pilot location outside Denver. Michael visited the. View Article.
AskNicely
APRIL 12, 2015
If you’ve ever been a customer (and you know you have) you’ve probably had an idea or two about how a business or service you use could do better. That barista at your local café could take her lip ring out for starters. The corner store could get cherry blossom Kit Kats back on the shelves. Your bank could send you paperless receipts, that sort of thing.
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Experience Matters
APRIL 29, 2015
Yesterday we celebrated Temkin Group’s 5th anniversary. We’re truly grateful to all of the many people who have helped us along the way. Here’s a short video that reflects on the previous five years. The bottom line : Thank you, thank you, thank you!
Kristina Evey
APRIL 28, 2015
“I’d kill to have a golf swing like that!”. “I’d do ANYTHING to lift that much weight and look like that!”. We’ve all heard, and made, statements like this about something in either our personal or professional lives. But really, we are all a bunch of liars. Committed to Service. Yes, that sounds extreme, but let me explain… I’ll tie this in to Customer Service and the Customer Experience quickly.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
ijgolding
APRIL 21, 2015
'Do you work for an organisation that aspires to ‘put the customer first’? Have you listened to senior leaders in your business talk about the importance of ‘being customer centric?’ Does your company have a ‘value’, or ‘vision’ or ‘mission’ that makes reference to ‘focusing on the customer’?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
APRIL 30, 2015
If you’ve been following the CX Café blog, you’ll know that we did a series a little while back on EchoPark, which is Sonic Automotive’s foray into re-designing the customer experience. My colleague Michael Allenson is working closely with Marti Eulberg, a director at Sonic, at the EchoPark pilot location outside Denver. Michael visited the.
Customer Bliss
APRIL 30, 2015
The information your customers give you includes the broken things blocking your customer reliability. Optimizing customer feedback is one of the most straightforward ways to garner the momentum for customer focus, yet most companies don’t do it in an organized way. You don’t need to spend millions on a “satisfaction” survey. You have the information right at your fingertips.
Experience Matters
APRIL 28, 2015
Exactly five years ago, we launched Temkin Group with the blog post Introducing Temkin Group, Customer Experience Transformation Consultancy. It’s been a wonderful five years, and we’re very lucky to have had such great employees, clients, and collaborators. Thank you to all of the people who have followed this blog, read our reports, purchased corporate subscriptions, attended our workshops, participated in our research, used our advisory services, followed the Temkin Ratings, and
Kristina Evey
APRIL 14, 2015
'Understand WHY Customers Remain Loyal to Your Company. Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us? This is commonly known as Net Promoter Score, or NPS. On a scale of 1- 10, 10 being the highest likelihood, you delight in the folks that score a 9 or 10, pay more attention to the 6, 7, and 8 scorers, and count on the fact that anyone scoring 5 or
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ijgolding
APRIL 20, 2015
'I have written many times in the past about the need for organisations who desire to become more Customer Centric to acknowledge the need for TRANSFORMATION. Transforming a business culturally, behaviorally and systemically is an enormous, long term challenge for the majority of companies all around the world. To truly transform, individuals and companies need […].
Experience Investigators by 360Connext
APRIL 28, 2015
As readers of 360Connext are aware, microinteractions help form an integral part of any customer experience. Microinteractions are those little parts of the customer experience, often overlooked by organizations, that can have a big impact on the customer’s experience, such as the phrasing of an email, the verbiage on a sign, or the greeting an organization uses when answering the phone.
InMoment XI
APRIL 30, 2015
If you’ve been following the CX Café blog, you’ll know that we did a series a little while back on EchoPark, which is Sonic Automotive’s foray into re-designing the customer experience. My colleague Michael Allenson is working closely with Marti Eulberg, a director at Sonic, at the EchoPark pilot location outside Denver. Michael visited the.
Who's Your Gladys?
APRIL 28, 2015
Sometimes it’s easy to go the extra mile for a customer, and other times it can be a real strain – especially when you’re feeling unmotivated. How can you inspire yourself to excel at service when you’re simply not in the mood.
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Experience Matters
APRIL 27, 2015
As part of tomorrow’s celebration of Temkin Group’s 5th year anniversary , we created an infographic highlighting some of our research over the previous five years. It was fun putting this together and reflecting on all that we’ve done. The bottom line : We’re looking forward to the next five years!
Kristina Evey
APRIL 1, 2015
'Compliments are always good, right? Especially a compliment given to an employee for delivering good customer service, right? Actually…. no. I’ll explain. I once worked with a company in which the Director of the Customer Relations department would walk through the department and say “You guys are Rockstars!” When an employee would speak with him privately, he would discuss their issue and upon leaving would say “You’re a Rockstar!”.
ijgolding
APRIL 15, 2015
'Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […].
Experience Investigators by 360Connext
APRIL 27, 2015
I think intuitively we all accept we’re inundated with more information and content than anyone can actually process. But do you realize how fast this is building? In just a few years, the amount of information on the web is expected to increase 500%!!! How can anyone break through the noise? I had the great opportunity to discuss this and other ideas with Mark Schaefer , marketing expert and blogger, speaker and author of several best-selling books.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
InMoment XI
APRIL 22, 2015
Automotive Industry Readers: For this week’s post I would like to introduce you to my colleague Dr. Dave Fish. Not only is Dave a first-class researcher but he is a preeminent forward thinker in the area of customer experience. He also headed up our auto practice a few years ago so he has a great. View Article.
Customer Bliss
APRIL 23, 2015
'In challenging times, beloved companies make decisions grounded in humility and grace, offering resolutions that honor customers, and show an intention to mend the relationship. Five decisions contribute to the delivery of a meaningful apology. That’s why deciding to “say sorry” is the final decision in my book, “I Love You More Than My Dog.”. 1.
Experience Matters
APRIL 24, 2015
As part of our upcoming celebration of Temkin Group’s 5th year anniversary , I took a look at the readership levels on the Customer Experience Matters ® blog over the previous five years. Here the five most popular posts: Free eBook: The 6 Laws Of Customer Experience (July 2008). Although this eBook was published more than five years ago, it is the most popular content over the previous five years.
Who's Your Gladys?
APRIL 22, 2015
'Since Marilyn Suttle and I first started talking about writing a book about customer service, our focus has been compassion. When someone feels compassion, they’re able to understand another’s point of view, an important part of creating connected, positive relationships. We believe that if compassion showed.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Michelli Experience
APRIL 3, 2015
'Sometimes we teach because we have something to share and other times we teach because we have something to learn. This is one of those cases where I am exploring an issue for myself as much as I am addressing it for you. How do we balance all the demands necessary to serve the needs [.
Experience Investigators by 360Connext
APRIL 23, 2015
'Have you ever struggled with how you can listen better to your customers? What if you have lots of them? What if they love your product enough to be passionate about sharing feedback? It can be a challenge to not only hear the feedback, but to then dispense it to the right groups within your organization. I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interacti
InMoment XI
APRIL 22, 2015
Automotive Industry Readers: For this week’s post I would like to introduce you to my colleague Dr. Dave Fish. Not only is Dave a first-class researcher but he is a preeminent forward thinker in the area of customer experience. He also headed up our auto practice a few years ago so he has a great.
Customer Bliss
APRIL 16, 2015
'When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your business for you. “I Love You More Than My Dog ,” is a reminder that people are bound by emotion to the things they love. They are bound by emotion to behaviors they love. What binds dog lovers to their pets is the constant devotion they receive from them: a warm welcome. caring nature. selfless actions.
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Experience Matters
APRIL 23, 2015
'Next Tuesday, April 28th , will be the 5th anniversary of this post: Introducing Temkin Group, Customer Experience Transformation Consultancy. That’s when we launched Temkin Group. It’s been a great five years and we are looking forward to celebrating the day with all of our clients, partners, and research followers. We invite you to participate in some of our activities to celebrate this wonderful milestone: Help us donate to charity.
Who's Your Gladys?
APRIL 13, 2015
'Is your workplace designed to make employees feel like they’re part of something extraordinary? When customers walk through your doors can they tell exactly what your company culture is all about? If not, pay close attention to the methods used by design and facilities management.
Help.com
APRIL 1, 2015
Happy April Fools’ Day! Do you have any fun stories yet? No? Well just wait. April 1st is one of our favorites days of the year. Not because of the practical jokes (we like those too), but because it’s the one day of the year that a lot of our favorite brands put their creative thinking caps on and really “wow” us. From complete website transformations to promotional videos, we never know what to expect.
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