Brand Values Communication Culture Customer Centricity 
C3Centricity
JUNE 25, 2020
We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer centric.
Experience Matters
SEPTEMBER 10, 2015
We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CX Journey
DECEMBER 18, 2014
The price of the product, the brand value, and the other pillars of marketing are no longer the most important factors in a consumer’s selection process. At a certain level of affluence, the absolute value of experience a company is likely to deliver becomes the pivotal point in making a selection.
Experience Matters
APRIL 3, 2015
I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. In other words, what customers experience outside is based on what’s going on inside. To consistently differentiate your customer experience, you need to transform your culture.
ijgolding
MARCH 20, 2018
While I was there, the agency started working with something called experience-based branding. When I look back on it, this was for me the start of customer experience. I found it fascinating to think about how you could build your brand by how you served and communicated with your customers. It grew from there.
Experience Matters
JUNE 4, 2015
Comcast earned terrible ratings in both the 2015 Temkin Customer Service Ratings (last place out of 278 companies for the 2nd year in a row) and 2015 Temkin Experience Ratings (291st out of 293 companies). Because the company’s issues have to do more with it’s culture than with the number of people that it employs.
ECXO
JUNE 11, 2023
You will need to analyse real-world customers to get to the actionable insight you need. Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. How do they consume content? Which sources of information do they trust? This is urgent.
Expert insights. Personalized for you.
177 
Let's personalize your content