Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Crowe Horwath.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Beyond Philosophy

NOVEMBER 10, 2014

There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Most of the emphasis should be on Customer measures (70%) while less emphasis on the internal measures (30%).

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 18, 2014

Companies that have a Customer-centric culture do not require any one person to own the organization, it is as they say, part and parcel of the experience. Companies that are not there yet often have a Customer Experience executive on staff that coordinates the effort. Putting the Power of Your People to Work.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

BirdEye

AUGUST 29, 2023

Not only do customers expect a business to respond to their reviews, but good customer service dictates that response promptly. Leading with empathy requires your business to use empathetic words and phrases, listen to your customers, and consider their feelings, situations, and motives. They also generated “50% more earnings.”

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Michel Falcon Experience

OCTOBER 10, 2014

. It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. Being a capitalist, I focus my attention on customer experience because of revenue and profits.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

BirdEye

OCTOBER 5, 2023

Example of brand perception measurement done smartly: A coffee chain sets KPIs, including customer satisfaction scores, social media engagement, and brand mentions. Real-life example of brand perception gone wrong: Chipotle's E.Coli Outbreak in 2015 Background: An E. A high score means customers perceive your brand positively.

Examples 62

Examples Measurement Brands How To 62