Experience Matters

APRIL 3, 2015

Our research has shown that customer-centric organizations demonstrate four CX core competencies : Purposeful Leadership :Leaders operate with a clear, well-articulated set of values. Compelling Brand Values : Brand attributes drive decisions about the company treats customers.

Culture 120

Culture Customer Connectedness Airlines Employee Engagement 120

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

Clicktools

MAY 18, 2017

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. Compelling Brand Values : Deliver on your brand promises to customers.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Experience Matters

DECEMBER 15, 2015

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. Companies have started to use versions of an “effort” score as a key CX metric, because it provides a good mechanism for identifying areas of improvement. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys 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. Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Experience Matters

JANUARY 6, 2015

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. Voice of the Customer Renovations. CX Training & Engagement.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

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. Our leadership team at Qualtrics was very receptive to building the XM Institute, now the leading resource for XM content, community, and training.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

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

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. How Do You Build A Customer-Centric Culture?

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? 5) How Customer-Centric Are Organizations?

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120