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

JUNE 14, 2017

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.

Infographics 263

Infographics Customer Centricity Employee Engagement Brand Values 263

Experience Matters

JUNE 11, 2018

It defines how organizations flow through six stages of customer experience maturity: Ignore, Explore, Mobilize, Operationalize, Align, and Embed by mastering Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Video 185

Video Customer Connectedness Employee Engagement Brand Values 185

Maz Iqbal

DECEMBER 5, 2015

The sense of honour … Continue reading On Customer Experience, Brand Values, and a “Sense of Honour”

Brand Values 48

Brand Values Brands Customer Experience Strategy 48

Experience Matters

DECEMBER 16, 2016

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 Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 120

Experience Matters

OCTOBER 8, 2014

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. Goals, not just interactions. Caring, not just doing.

Customer Connectedness 298

Customer Connectedness Brand Values Employee Engagement Tips 298

Experience Matters

SEPTEMBER 29, 2014

McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 Customer experience Fred Ehle McDonalds'

Customer Connectedness 264

Customer Connectedness ROI Employee Engagement Brand Values 264

Experience Matters

OCTOBER 26, 2015

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).

Customer Connectedness 120

Customer Connectedness Tips Customer Experience Employee Engagement 120

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. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? We want to fix that.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Experience Matters

SEPTEMBER 10, 2015

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas.

Customer Centricity 120

Customer Centricity Culture Report Case Study 120

Experience Matters

APRIL 3, 2015

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. In other words, what customers experience outside is based on what’s going on inside. To consistently differentiate your customer experience, you need to transform your culture.

Culture 120

Culture Customer Connectedness Airlines Employee Engagement 120

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint. See the 2015 Temkin Effort Ratings.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

ProProfs Chat

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Call Experts

FEBRUARY 19, 2020

How focussed are you on improving customer experience (CX). What is customer experience? CX is the sum of all the moments your customers share during their entire customer journey. Improving this experience is about developing an emotional connection to create a brand perception of your company. Customer Loyalty.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

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

Customer Guru

MARCH 7, 2018

Sue Duris – in her own words is “customer-obsessed”! She is a renowned customer experience expert, currently serving as the Director of Customer Experience and Marketing at M4 Communications, Inc. She has also successfully led customer experience, content, brand, and product strategies across various B2B organizations.

Communication 62

Communication Customer Experience Customer Journeys Marketing 62

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer-Focused Marketing.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Beyond Philosophy

DECEMBER 20, 2017

The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers.

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

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

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

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

Think Customers

DECEMBER 13, 2021

Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Are we keeping our CX vows to customers and employees? Data is at the core of any customer experience strategy. How are they performing?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

delighted

MARCH 29, 2019

An effective customer experience survey is a conversation with your clients and customers. Poor survey design, on the other hand, can lead to a lack of responses, misleading or vague results, and a missed opportunity to respond to customers and grow your business. Determining employee or customer satisfaction for retention.

Survey 49

Survey Feedback Tips Net Promoter Score 49

delighted

MARCH 29, 2019

An effective customer experience survey is a conversation with your clients and customers. Poor survey design, on the other hand, can lead to a lack of responses, misleading or vague results, and a missed opportunity to respond to customers and grow your business. Determining employee or customer satisfaction for retention.

Survey 49

Survey Feedback Tips Net Promoter Score 49

SurveySparrow

SEPTEMBER 20, 2020

Right from gathering honest customer feedback to establishing deep-seated customer relationships, the below listed Jotform alternatives can help you solve all your problems. Jotform doesn’t offer much customizations like it should. It gives you a quick pulse about how much your customers love you. Filter extracted data.

Multi-Channel 81

Multi-Channel NPS Survey Software 81

SurveySparrow

NOVEMBER 8, 2020

Such surveys make it easier for businesses to connect with customers and enhance their brand value. The purpose of surveys is to obtain customer insights from a larger sample. The accuracy of insights obtained from surveys increases as more customers fill the online survey. What are Mobile surveys?

Survey 59

Survey Chatbots NPS Net Promoter Score 59

BirdEye

JUNE 16, 2023

Knowing how your customers feel about your brand makes growing a business easier and more efficient. Regularly conducted brand surveys help you gather such feedback. But brand surveys come in many different forms and choosing the right one is important to reap the benefits of your investments.

Survey 98

Survey Brands Strategy Social Media 98

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

Experience Matters

JANUARY 8, 2018

This report has rich insights about both B2B and B2C customer experience. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

Report 145

Report B2C B2B Groups 145

Qualtrics

JANUARY 22, 2021

I learn by trying to understand why things happen, why people behave the way they do – whether they’re customers, employees, or executives – which helps me understand why organizations act the way they do. I can often anticipate the impact of moves before they happen,” Bruce noted. Helping to grow the CX profession.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

Experience Matters

JANUARY 9, 2017

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

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

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

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 19, 2016

This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms. Here’s the executive […].

Report 120

Report B2C B2B Groups 120

Smith+co CX

JANUARY 15, 2018

If a brand just happens to have a good team in any given department at any given time, and its culture and training hasn’t been delivered as intentional employee engagement, then that business is simply very lucky. What actually needs to happen in the daily tasks of brand leaders to move the business forward?

Training 28

Training Brand Values Brands Measurement 28

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128