Experience Matters

MAY 10, 2017

This video provides an overview of one of those competencies, Compelling Brand Values, where the goal is to deliver on your brand promises to customers. Here Are Three Steps to Compelling Brand […]. Compelling Brand Values Customer experience Temkin Group VideoTemkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies.

Brand Values 136

Brand Values Brands Video Customer Centricity 136

CX Journey

OCTOBER 9, 2014

The discussion was focused on linking customer experience strategy to corporate strategy and brand values, and there are some great nuggets in this Hangout that I thought would be valuable to share here, in case you missed it.

Brand Values 183

Brand Values Strategy Brands Insurance 183

Beyond Philosophy

NOVEMBER 17, 2015

Their website claims the brand has 175 shops internationally. Consumers for the luxury brand can look forward to a change in their experience. Luxury brands, more than most, have set an expectation in the minds of their Customers, and it’s as high as the prices on the merchandise.

Brand Values 134

Brand Values Retail Brands Fashion 134

Maz Iqbal

DECEMBER 5, 2015

The sense of honour … Continue reading On Customer Experience, Brand Values, and a “Sense of Honour” Culture Customer Experience Customer Loyalty Customer-Centricity Digital / Ecommerce Employee Engagement Leadership / Change / Transformation brand values corporate values customer experience customer loyalty customer services digital transformation leadership Sense of honour

Brand Values 52

Brand Values Brands Strategy Customer Experience 52

Avaya

SEPTEMBER 5, 2018

Positive experiences improve sales revenue, customer loyalty, and brand value. Negative experiences can lower sales, customer acquisition, and loyalty—and they can damage your brand. Companies must keep ahead of customer service expectations to grow their businesses and brands.

Brand Values 59

Brand Values Brands Social Media Hotels 59

Second to None

APRIL 26, 2018

Understanding the way that employees are performing on the frontlines can serve as a difference maker for brands hoping to create a leading Customer Experience platform. This group of service employees has a huge impact on consumers’ perception of your organization, and can either help create more brand ambassadors , or leave a toxic taste in the mouths of your customers. The post Are Your In-Store Employees Delivering Your Desired Brand Value?

Brand Values 54

Brand Values Brands Measurement Retail 54

C3Centricity

SEPTEMBER 20, 2015

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places.

Brands 339

Brands Marketing Brand Values Advertising 339

Experience Matters

OCTOBER 4, 2016

We just published a Temkin Group report, Translating Brand Promises into Employee Behaviors. Here’s the executive summary: Temkin Group has found that the companies that deliver great customer experience use their brand as a blueprint for how they treat customers, which is why Compelling Brand Values is one of our four customer experience core competencies.

Brands 200

Brands Report Brand Values Groups 200

Experience Matters

SEPTEMBER 10, 2015

4 CX Core Competencies Best Practices Compelling Brand Values Corporate culture Customer experience Employee Engagement Purposeful Leadership Temkin Group ResearchWe just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture.

Culture 279

Culture Report Customer Centricity Brand Values 279

Experience Matters

JUNE 6, 2018

The post Starbucks Training Should Focus on Broken Brand Promises appeared first on Customer Experience Matters®. Compelling Brand Values Customer experienceLast week, Starbucks closed all of its stores for racial sensitivity training after an incident in April when two black men were arrested at a Philadelphia store. My Take: Starbucks training was well intentioned, but misguided.

Training 136

Training Brands Brand Values Customer Experience 136

Experience Matters

NOVEMBER 24, 2015

However, to improve their CX, B2Bs must master Temkin Group’s four customer experience core competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

B2B 224

B2B Report Brand Values Customer Experience 224

Experience Matters

FEBRUARY 18, 2016

Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Executive leadership Purposeful LeadershipOver the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same.

Leadership 191

Leadership Management Brand Values Study 191

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We just published a Temkin Group report, Lessons in CX Excellence, 2015.

Report 276

Report Brand Values Touchpoint Net Promoter Score 276

Experience Matters

MARCH 7, 2016

Compelling Brand Values Customer experience Executive leadership Purposeful Leadership Apple Steve JobsIn a recent post, I discussed how management practices have become outdated and that there’s a strong need to Modernize Leadership. This change requires eight distinct shifts in how we lead organizations. I just ran into this great video of a speech that Steve Jobs gave in September 1997. It’s really worth watching.

Leadership 172

Leadership Brand Values Video Management 172

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the […].

Report 163

Report B2C Brand Values Touchpoint 163

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.

Report 125

Report B2C Brand Values Groups 125

Experience Matters

NOVEMBER 14, 2014

Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Amazon.com Arizona State University Center for Services Leadership Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. It was an excellent event. I was impressed by what the CSL is doing to equip future customer service/experience leaders.

Brand Values 242

Brand Values Customer Connectedness Employee Engagement Effort Score 242

Experience Matters

JANUARY 19, 2016

4 CX Core Competencies B2B CX Best Practices Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Purposeful Leadership Temkin Group Research Voice of the customer Activision Aetna Crowe Horwath LLP Dell EMC Corporation Texas NICUSA The Results Companies TouchPoint Support ServicesWe just published a Temkin Group report, Lessons in CX Excellence, 2016.

Report 160

Report B2C Brand Values Touchpoint 160

Experience Matters

OCTOBER 8, 2014

Compelling Brand Values Customer Connectedness Customer experience Empathy Employee Engagement As part of yesterday’s Customer Experience Day celebration , I attended a CXPA local networking event at the Dana-Farber Cancer Institute (DFCI) in Boston. The session kicked off with a panel from the DFCI discussing patient experience. I’m a big fan of DFCI and have enormous respect for the great work that it does in battling cancer.

Brand Values 235

Brand Values Customer Connectedness Employee Engagement Tips 235

Experience Matters

OCTOBER 14, 2014

One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing. Over the next few years, 26,000 employees will visit the MBUSA plant in Alabama and go through a learning journey that includes driving cars and visiting the company’s brand center. Related: The Untapped Value of Employee Engagement (Infographic) ).

Brand Values 219

Brand Values Net Promoter Score Infographics Customer Experience Professionals 219

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the […].

Report 120

Report B2C Brand Values Touchpoint 120

Experience Matters

NOVEMBER 20, 2014

It’s the largest and fastest growing hair care brand. He was clear about what his customers want: quality, convenience, and value. Everyone is the Brand. Great companies have employees that understand and embrace their role in delivering on brand promises. This is also the essence of one of our four CX core competencies, “ compelling brand values.” This provided the marketing clout and brand awareness in those areas.

Brand Values 184

Brand Values Comparison Metrics Measurement 184

Experience Matters

JULY 28, 2017

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Without Compelling Brand Values, the company is Adrift.

Customer Centricity 285

Customer Centricity Customer Connectedness Brand Values Employee Engagement 285

Experience Matters

JUNE 14, 2017

We’ve created this infographic to showcase the competencies: Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers. Hopefully you’ve read our FREE report, The Four CX Core Competencies. It outlines the blueprint to building a customer-centric organization.

Infographics 195

Infographics Brand Values Employee Engagement Customer Centricity 195

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 172

Customer Connectedness Brand Values Employee Engagement Customer Centricity 172

Experience Matters

JUNE 11, 2018

It defines how organizations flow through six stages of customer experience maturity: Ignore, Explore, Mobilize, Operationalize, Align, and Embed by mastering Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. We’ve put together this short video to explain Temkin Group’s CX Competency & Maturity Model.

Video 149

Video Customer Connectedness Groups Brand Values 149

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 128

Customer Connectedness Brand Values Employee Engagement Customer Centricity 128

Experience Matters

OCTOBER 26, 2015

The tips will cover the four customer experience core competencies : Purposeful Leadership (PL) , Compelling Brand Values (CBV) , Employee Engagement (EE) and Customer Connectedness (CC). I’ve decided to take on a personal challenge: Tweeting a new customer experience tip for 100 straight days. After accounting for the overhead in each tweet (like referring back to this post), I’m only left with about 105 characters.

Tips 261

Tips Customer Connectedness Brand Values Customer Experience 261

Experience Matters

SEPTEMBER 29, 2014

To drive customer experience improvements across an organization as large as McDonald’s, Mr Ehle will need to focus on all four customer experience core competencies : Purposeful Leadership , Employee Engagement , Compelling Brand Values , and Customer Connectedness.

Customer Connectedness 262

Customer Connectedness ROI Brand Values Employee Engagement 262

Sampson Lee

APRIL 9, 2017

Deploying Customer Effort Score could be destructive under two conditions: using CES as a key metric for your critical touch-point experiences, and, your brand value is not about effortless. Damage your brand loyalty.

Effort Score 74

Effort Score Brand Values Metrics Brands 74

Experience Matters

FEBRUARY 23, 2015

Temkin Group’s research has shown that customer experience leaders demonstrate four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.

Infographics 342

Infographics Customer Connectedness Customer Experience Video 342

Experience Matters

APRIL 23, 2015

Q3: Compelling brand values are created with promises. How is your brand translated into specific customer promises? Q4: Brand promises are kept or broken when customers interact with your organization. How does your organization infuse its brand values into the design and delivery of customer experiences? Next Tuesday, April 28th , will be the 5th anniversary of this post: Introducing Temkin Group, Customer Experience Transformation Consultancy.

Groups 185

Groups Brand Values Brands Customer Centricity 185

Syngro

MARCH 28, 2018

This paper shares four ways to quantify your investments, with a focus on investing in customer experience improvement to increase sales to existing customers, lower staff turnover costs, and increase brand value. Bad experiences cost company’s money. A lot of money. The post 4 ways to increase ROI with Customer Experience appeared first on Maru/Syngro. Briefing Papers

Brand Values 40

Brand Values ROI Sales Brands 40

SuiteCX

MARCH 22, 2017

Brands are all touting customer experience but most are failing. Brands think they understand customer experience because they have Customer Data, and even Big Data. Brands look at their customer through their own lenses without understanding the customer’s point of view.

Company 141

Company Net Promoter Score Brands Data 141

CloudCherry

JULY 25, 2018

For their purposes, an Iconic firm is one that maintains “the highest levels of customer experience and have world-leading brand recognition” and also possess other key distinctions from their counterparts, such as: Being omnichannel leaders.

Brands 212

Brands Technology omnichannel Customer Satisfaction 212

Forrester's Customer Insights

MARCH 16, 2018

This is one of the reasons brand value and customer experience remain front and [… It’s painful to watch marketers struggle with social network updates. Despite the struggle, executing the latest Facebook or Instagram format seems to occupy more mind share than the due diligence of ascertaining whether consumers want the content in the first place.

Brand Values 20

Brand Values Consumers Brands Marketing 20

SuiteCX

MARCH 22, 2017

Brands are all touting customer experience but most are failing. Brands think they understand customer experience because they have Customer Data, and even Big Data. Brands look at their customer through their own lenses without understanding the customer’s point of view.

Company 130

Company Net Promoter Score Brands Data 130

CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors.

Interaction 215

Interaction Customer Experience Telecommunications Consumers 215

Vision Critical

OCTOBER 1, 2018

Our audience has high expectations from BuzzFeed in terms of content, interaction and our brand values, so we needed a platform that would develop a human relationship?with Pioneers of audience engagement, BuzzFeed is a business that never waits for change: they create it.

Engagement 207

Engagement Tips Advertising Innovation 207

Experience Matters

JUNE 4, 2015

Comcast (and its peers) need to focus on building all four customer experience core competencies : Purposeful Leadership : Leaders operate consistently with a clear, well-articulated set of values. Compelling Brand Values : Brand attributes are driving decisions about how you treat customers.

Customer Connectedness 268

Customer Connectedness Customer Experience Culture Customer Centricity 268