Experience Matters

OCTOBER 8, 2014

Your customers are the same. You need to understand, care about, and actively design for your customers’ emotional states. Goals, not just interactions. When customers interact with you, it’s often part of a broader goal. A chemotherapy patient is battling cancer, not just getting treatment.

Customer Connectedness 298

Customer Connectedness Brand Values Employee Engagement Tips 298

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). cx #custexp (CC). CXtip 2 : <on the way>

Customer Connectedness 120

Customer Connectedness Tips Customer Experience Employee Engagement 120

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 also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

GetFeedback

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. This one’s easy.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Every interaction has three components: Success, Effort, and Emotion.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Clicktools

MAY 18, 2017

Compelling Brand Values : Deliver on your brand promises to customers. Employee Engagement : Align employees with the goals of the organization. Customer Connectedness : Infuse customer insight across the organization. Competency 2: Compelling Brand Values.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. CX Training & Engagement.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120