Experience Matters

NOVEMBER 24, 2015

However, to improve their CX, B2Bs must master Temkin Group’s four customer experience core competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Download report for $195.

B2B 120

B2B Customer Connectedness Report Customer Experience 120

Experience Matters

NOVEMBER 14, 2014

The implementation at Amazon.com is that any phone agent can pull the Andon cord (not a real cord), which will remove the buy button from all of its sites, immediately stopping the sale of a product. Gathright also discussed the notion of one-way doors and two-way doors in the context of innovation.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

Experience Matters

NOVEMBER 20, 2014

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. He was clear about what his customers want: quality, convenience, and value.

Customer Connectedness 245

Customer Connectedness Brand Values Comparison Metrics 245

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

Clicktools

MAY 18, 2017

According to the Temkin Group, the four core competencies of customer experience are: Purposeful Leadership : Operate consistently with a clear set of values. Compelling Brand Values : Deliver on your brand promises to customers. Customer Connectedness : Infuse customer insight across the organization.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51