Experience Matters
JUNE 4, 2015
Comcast earned terrible ratings in both the 2015 Temkin Customer Service Ratings (last place out of 278 companies for the 2nd year in a row) and 2015 Temkin Experience Ratings (291st out of 293 companies). The breath of the issues demonstrate a very low level of customer experience maturity across the organization.
Experience Matters
OCTOBER 5, 2015
What is the company communicating? Companies often focus on the think level, hoping that a barrage of communications can drive culture change. Our research shows that customer experience leaders have more customer-centric and mission-centric cultures. 4) What Are the Elements of a Customer-Centric Culture?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Matters
MARCH 17, 2015
81% of respondents expect to put more focus on customer insights and analytics. The largest jump from last year is employee communications and engagement. Business impact Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer' Download report for $195.
Experience Matters
MAY 12, 2015
Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. Executives in companies with stronger CX competencies also tend to focus more on building a customer-centric culture and less on cutting costs. Download report for $195.
Experience Matters
APRIL 3, 2015
Our research has shown that customer-centric organizations demonstrate four CX core competencies : Purposeful Leadership :Leaders operate with a clear, well-articulated set of values. Compelling Brand Values : Brand attributes drive decisions about the company treats customers. Well it can’t.
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.
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. Long-term actions are based on the analytics results of customer feedback.
Expert insights. Personalized for you.
120 
Let's personalize your content