Experience Matters

NOVEMBER 24, 2015

We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes. Download report for $195.

B2B 120

B2B Customer Connectedness Report Customer Experience 120

Experience Matters

NOVEMBER 20, 2014

As I mentioned in my post about Amazon’s relentless customer advocacy , I recently attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Here’s my take on some of what he presented: Focus on the Customer. Think about adopting customer journey thinking.

Customer Connectedness 245

Customer Connectedness Brand Values Comparison Metrics 245

Experience Matters

JANUARY 20, 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. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

JUNE 4, 2015

Comcast recently announced that it will add more than 5,500 customer service jobs as part of a “customer experience transformation” effort. That’s not the answer to its customer experience woes. Comcast provides terrible customer experience. So, whats the answer?

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. Our industry had done a fairly poor job explaining this new space. What is customer experience? Customer experience is how your customers perceive their interactions with your company.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Eptica

APRIL 25, 2018

Author: Olivier Njamfa Brands understand that consumer expectations are continually rising. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. Purposeful Leadership: Operate consistently with a clear set of values.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445