Daniel Group

JULY 1, 2023

In today’s competitive business landscape, customer experience (CX) plays a pivotal role in shaping brand perception and customer loyalty. It’s time to assess whether your CX efforts align with your brand values and if they are positively impacting your business.

Brands 52

Brands B2B Touchpoint Effort Score 52

ChurnZero

MARCH 22, 2023

It is OK to consider the brand value of a customer along with their revenue—sometimes you might have a really big brand, and their value as a reference boosts the revenue they bring to your company. Start by estimating the time each touchpoint takes to complete. Journey mapping doesn’t have to be complicated.

Customer Journeys 59

Customer Journeys Customer Success Touchpoint Financial 59

Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. The journey includes all the touch points and engagements that an individual has with a brand. How do I find your company?" "I How do I cancel?"

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

CustomerSuccessBox

DECEMBER 14, 2021

Instead, consistent touchpoints (whether automated or manual) are necessary to provide an exemplary customer experience. A responsible leadership should acknowledge the ability of CS to drive revenue and business value. Customer relationships begin only after they subscribe to your product and come to your platform.

Customer Success 52

Customer Success Touchpoint Customers Metrics 52

Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. The journey includes all the touch points and engagements that an individual has with a brand. How do I find your company?" "I How do I cancel?"

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

SurveySensum

FEBRUARY 10, 2022

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? That’s why any CX program is driven through the top leadership and the CXO, CCO, or CMO drives it across the organization. Understanding customer feedback at individual touchpoints won’t help you. Design your CX program.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

SurveySensum

FEBRUARY 3, 2022

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? That’s why any CX program is driven through the top leadership and the CXO, CCO, or CMO drives it across the organization. Understanding customer feedback at individual touchpoints won’t help you. Design your CX program.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

Truthlab

APRIL 23, 2019

Brand value is no longer measured exclusively in terms of value for the dollar. Customers now measure value based on service efficiency. Brands that identify customer needs and provide them with quick and easy ways to meet those needs will be rewarded in customer retention and product differentiation in the market.

Omni-Channel 54

Omni-Channel Customer Journeys Multi-Channel Touchpoint 54

Qualtrics

APRIL 2, 2020

How you live up to your brand values right now, both internally and externally, will have a lasting impact on your company. In an act of leadership, Airbnb has reacted to the situation and taken the decision to help where they can most. In short, our priorities have shifted and no one knows for how long.

Customer Confidence 40

Customer Confidence Healthcare Travel Transportation 40

Experience Matters

JANUARY 9, 2017

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.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

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.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 19, 2016

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. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120