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MAY 9, 2019

What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? Why is customer experience important? The short answer: Customer experience determines whether your organization succeeds or fails. companies $136.8

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Eptica

APRIL 25, 2018

It found that just 13% of the 171 large companies surveyed had reached the top two (out of six) levels of its CX maturity scale. The scale measures how companies approach customer experience , the level of senior management involvement in decision making, how they interact with and listen to customers, and use their feedback to drive change.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Qualtrics

JANUARY 22, 2021

Bruce became so popular in the customer experience space that he and his wife Karen started their own business, Temkin Group, which became a highly respected research and advisory company. We have learned to codify XM with concepts such as voice of the customer programs, employee engagement, journey mapping , and experience design. “We

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

Experience Matters

FEBRUARY 18, 2016

Over 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 120

Leadership Management Study Technology 120

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time, it is also what most companies are missing. How do you take action on customer experience? Listen to your customers. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. 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.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. 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.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 19, 2016

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards.

Report 120

Report B2C B2B Groups 120

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time it is also what most companies are missing. Listen to your customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time it is also what most companies are missing. Listen to your customers.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. To understand how companies create customer experience, you need to understand The Six Laws of CX , which are described below in the short video and infographic.

Customer Connectedness 120

Customer Connectedness Customer Experience Infographics Video 120

Experience Matters

OCTOBER 5, 2015

Culture can make or break the success of a company, which can be a scary phenomenon for executives. Think : Employees are intellectually bought-in and understand the company’s vision and why it is important to the company. What is the company communicating? What do employees do when no one is looking?

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120