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

Experience Matters

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). Compelling Brand Values : Brand attributes are driving decisions about how you treat customers.

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Data Snapshot: Customer Experience Expectations and Plans for 2015

Experience Matters

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.

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What is Culture? How People Think, Believe, and Act

Experience Matters

Compelling Brand Values : Brand attributes drive decisions about the company treats customers. Customer Connectedness : Customer feedback and insight is integrated throughout the organization. Companies often focus on the think level, hoping that a barrage of communications can drive culture change.

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Report: The State of the CX Management, 2015

Experience Matters

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness.

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Report: What Happens After a Good or Bad Experience, 2015

Experience Matters

Internet service providers and TV service providers deliver bad experiences more frequently than any other industries, as exemplified by Comcast and Charter Communications, each of which delivers a bad experience to about one in four customers, the most of any companies. Download report for $195.

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CRM still a major force behind unified CX

Clicktools

Anyone who interacts with customers should have full visibility into those records, so that they can communicate in-context to meet each customer’s unique needs. It seems that CRM can sit a the center of at least two of the four competencies: employee engagement and customer connectedness.

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How does technology support the CX core competencies?

Clicktools

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.