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Customer Centricity Requires All Four CX Core Competencies

Experience Matters

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Without Compelling Brand Values, the company is Adrift. Lacking alignment, very little progress is made.

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Report: The Future of Customer Experience Insights

Experience Matters

The report identifies five trends that will redefine the value and role of customer feedback and insights. Here’s the executive summary: Although most organizations describe their voice of the customer program as a success, we’ve found that companies do not get nearly the value they should out of these efforts.

Report 325
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Report: The State of Customer Experience Metrics, 2014

Experience Matters

This is the fourth year that we’ve published this report on how companies are using CX metrics. Use our CX Metrics Assessment, along with data from large companies, to benchmark your organization’s CX metrics efforts. Download report for $195. The bottom line : CX metrics are critical, but must be used correctly.

Metrics 275
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Report: Evaluating Mobile eGift Card Purchasing Experiences

Experience Matters

Here’s the executive summary: Although smartphones are a convenient interaction channel, their small screens pose serious design challenges for companies. She does not have an app for any of the companies being evaluated and does not know whether they sell $25 eGift Cards. Download report for $195. She has an iPhone 4s.

Report 265
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Report: Case Studies in Text Analytics

Experience Matters

The research provides rich details about how five leading companies—American Express, ADP, Firstsource, Safelite AutoGlass, and Verizon—are using text analytics. The report provides rich details on how the companies have deployed text analytics. Download report for $195. They have each used it in quite different ways.

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Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. Here’s a list of companies included in this study (.pdf).

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Building a Strong Voice of the Customer Program (Video)

Experience Matters

Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the customer (VoC) program. The bottom line : Great companies learn from, and act upon, the voice of their customers. Customer Connectedness Temkin Group Video Voice of the customer'