CX Competency: Compelling Brand Values (Video)

Experience Matters

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Compelling Brand Values, where the goal is to deliver on your brand promises to customers. Here Are Three Steps to Compelling Brand […].

Linking CX Strategy to Corporate Strategy & Brand Values

CX Journey

Image courtesy of joey.ganoza How do you link your customer experience strategy with your corporate strategy? I helped kick off the celebrations by hosting a panel of customer experience experts in the first Google Hangout of the day for Australia.

On Customer Experience, Brand Values, and a “Sense of Honour”

Maz Iqbal

The sense of honour … Continue reading On Customer Experience, Brand Values, and a “Sense of Honour” Culture Customer Experience Customer Loyalty Customer-Centricity Digital / Ecommerce Employee Engagement Leadership / Change / Transformation brand values corporate values customer experience customer loyalty customer services digital transformation leadership Sense of honour

Kate Spade Revamps Retail Experiences to Deliver Brand Values

Beyond Philosophy

Their website claims the brand has 175 shops internationally. Consumers for the luxury brand can look forward to a change in their experience. The associates (muses) are tasked with not just “making the sale,” but first and foremost to engage with the Customer.

Avaya Workspaces: Giving a Better Customer Experience Builds Brand Value

Avaya

Your prospective customers do copious research on your company before they contact you. Just like most of us check out a new restaurant online (look at the menu, customer reviews, parking options) or plan a vacation (scour the internet for hotel, air, rental car, activities), business-to-business (B2B) customers perform research on your company, products, and services before connecting with and buying from you.

Avaya Workspaces: Giving a Better Customer Experience Builds Brand Value

Avaya

Your prospective customers do copious research on your company before they contact you. Once you welcome a new customer, you’ll find they have high expectations for exceptional service. Positive experiences improve sales revenue, customer loyalty, and brand value.

Lessons on Brand Values from Sinners and Saints

Smith+co CX

Part one of a new series from Smith+Co exploring business value, communication and empathy. Another week, and another brand fails to live up to its values that promise so much. The brand has also stated that common ground is now being sought throughout its staff.

Report: Creating and Sustaining a Customer-Centric Culture

Experience Matters

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. 4 CX Core Competencies Best Practices Compelling Brand Values Corporate culture Customer experience Employee Engagement Purposeful Leadership Temkin Group Research

Report: Translating Brand Promises into Employee Behaviors

Experience Matters

We just published a Temkin Group report, Translating Brand Promises into Employee Behaviors. Here’s the executive summary: Temkin Group has found that the companies that deliver great customer experience use their brand as a blueprint for how they treat customers, which is why Compelling Brand Values is one of our four customer experience core competencies.

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Report: B2B Customer Experience Best Practices

Experience Matters

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.

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Marketers, Do You Know Everything You Should? From the 5Ps to the 7Qs.

C3Centricity

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places.

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Examining Amazon.Com’s Relentless Customer Advocacy

Experience Matters

I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3. It’s no accident that Amazon.com scores so consistently high in the Temkin Experience Ratings and Temkin Customer Service Ratings. Listen to customers. Invent for customers.

Starbucks Training Should Focus on Broken Brand Promises

Experience Matters

The post Starbucks Training Should Focus on Broken Brand Promises appeared first on Customer Experience Matters®. Compelling Brand Values Customer experienceLast week, Starbucks closed all of its stores for racial sensitivity training after an incident in April when two black men were arrested at a Philadelphia store. My Take: Starbucks training was well intentioned, but misguided.

Modernize Leadership: Shifting 8 Outdated Management Practices

Experience Matters

Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Executive leadership Purposeful LeadershipOver 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.

Report: Lessons in CX Excellence, 2015

Experience Matters

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.

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Report: Lessons in CX Excellence, 2017

Experience Matters

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. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

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Modernize Leadership: Steve Jobs Demonstrates Purpose and Values

Experience Matters

Compelling Brand Values Customer experience Executive leadership Purposeful Leadership Apple Steve JobsIn a recent post, I discussed how management practices have become outdated and that there’s a strong need to Modernize Leadership. This change requires eight distinct shifts in how we lead organizations. I just ran into this great video of a speech that Steve Jobs gave in September 1997. It’s really worth watching.

Report: Lessons in CX Excellence, 2018

Experience Matters

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This past November, we named six organizations the winners of Temkin Group’s 2017 Customer Experience Excellence Award – AARP, Allianz Worldwide Partners, Century Support Services, Nurse Next Door Home Care Services, Reliant, and Sage. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®.

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Report: Lessons in CX Excellence, 2016

Experience Matters

This report has rich insights about both B2B and B2C customer experience. 4 CX Core Competencies B2B CX Best Practices Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Purposeful Leadership Temkin Group Research Voice of the customer Activision Aetna Crowe Horwath LLP Dell EMC Corporation Texas NICUSA The Results Companies TouchPoint Support Services

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Lesson From Dana-Farber: Treat The Whole Person

Experience Matters

As part of yesterday’s Customer Experience Day celebration , I attended a CXPA local networking event at the Dana-Farber Cancer Institute (DFCI) in Boston. It’s a powerful concept for anyone who cares about customer experience. Your customers are the same. You need to understand, care about, and actively design for your customers’ emotional states. When customers interact with you, it’s often part of a broader goal.

CX in the C-Suite: Webinar With Mercedes-Benz CEO

Experience Matters

As part of Customer Experience Day , I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing. Related: The Untapped Value of Employee Engagement (Infographic) ).

Report: Lessons in CX Excellence, 2017

Experience Matters

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. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

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Simple Lessons From Great Clips’ Success

Experience Matters

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. It’s the largest and fastest growing hair care brand. Here’s my take on some of what he presented: Focus on the Customer. The hair care industry was fragmented and organized around the stylist, not the customer. Think about adopting customer journey thinking.

Considering Regional Differences When Forming B2B Relationships: The Midwest

Second to None

2] While pragmatism may not be ideal for startups whose plans are mostly theoretical, there is something to be said about its root in practicality when it comes to forming client relationships, especially in the customer experience domain.

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Collecting Customer Data While Maintaining Trust: The Personalization Privacy Paradox

Second to None

In the customer experience domain, the way to the customer’s heart is through their personal information. The fact is, customers’ information allows for companies to create a more personalized , low-effort customer experience that ultimately leads to higher satisfaction. Though over the years, customers have grown to be skeptical towards the collection of consumer data. 2] The phenomenon has led to ambiguity on both the customer side and business side.

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Customer Centricity Requires All Four CX Core Competencies

Experience Matters

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Without Compelling Brand Values, the company is Adrift. Without Customer Connectedness, the company is Disappointing. 4 CX Core Competencies Customer experience

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company.

Emotion and the Four Customer Experience Core Competencies

Experience Matters

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Customer experience Emotion

100 Customer Experience Tips in 105 Characters (Or Less)

Experience Matters

I’ve decided to take on a personal challenge: Tweeting a new customer experience tip for 100 straight days. The tips will cover the four customer experience core competencies : Purposeful Leadership (PL) , Compelling Brand Values (CBV) , Employee Engagement (EE) and Customer Connectedness (CC). Here are the 100 #CX Tips: #CXtip 1 : Examine #insights for #customers’ journeys, not for individual, siloed interactions. #cx

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Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors.

Emotion and the Four Customer Experience Core Competencies

Experience Matters

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Customer experience Emotion

CX for Smarties, A Beginner’s Guide to Customer Experience

Experience Matters

We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty.

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

BlueOcean

While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. Consumers Expect Brands to Know Their Personal Preferences.

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Stop Trying to Eliminate Customer Effort

Sampson Lee

Deploying Customer Effort Score could be destructive under two conditions: using CES as a key metric for your critical touch-point experiences, and, your brand value is not about effortless. Damage your brand loyalty. Reduce customers’ pleasure.

Comcast: 5,500 New Employees Won’t Fix Customer Experience

Experience Matters

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.

3 Reasons Why You Should be Tracking Customer Experience as Part of Your eCommerce Strategy

Kayako

Measuring the right KPIs gives you the right information about your business ventures and your customer. And if you do want to get ahead, you might want to consider tracking customer experience (CX) as part of your bigger KPI strategy. Repeat customer and conversion rate.

The Four CX Core Competencies (Infographic)

Experience Matters

It outlines the blueprint to building a customer-centric organization. We’ve created this infographic to showcase the competencies: Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers. Hopefully you’ve read our FREE report, The Four CX Core Competencies.