CX Competency: Customer Connectedness (Video)

Experience Matters

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies. Here Are Four Strategies For Customer Connectedness: Filed under: […].

Making AI Customer-Centric

Experience Matters

The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread in customer experience. In this report, Temkin Group creates a model and shares best practices for AI-Driven Interfaces (AIDI), which we define as digital interactions with customers that are being directly manipulated by machine learning algorithms. The post Making AI Customer-Centric appeared first on Customer Experience Matters®.

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 Customer Connectedness, the company is Disappointing. 4 CX Core Competencies Customer experience

The Rise of Mobile CX (Infographic)

Experience Matters

I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like. CCXP1 Customer-Centric Culture Customer Connectedness Customer experience Infographic

Infusing Humanity Into CX, Discussion With Barry Schwartz

Experience Matters

CCXP1 Customer-Centric Culture Customer Connectedness Customer experience Employee Engagement Happiness Barry SchwartzIt’s CX Day in New Zealand, so that’s reason enough to kick off Temkin Group’s CX Day celebration. I can’t think of a better way to start CX Day in The Year of Emotion, then to share my Q&A with Barry Schwartz.

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The Rise of Mobile CX (Infographic)

Experience Matters

I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like. CCXP1 Customer-Centric Culture Customer Connectedness Customer experience Infographic

Customer-centricity demands research speed

Qualtrics

The connected world we live in has opened up opportunities for companies to interact with their customers more often and across more channels than ever before. The customer isn’t marketing’s job anymore, it’s everyone’s job. Customer-centricity demands speed.

Report: The Four Customer Experience Core Competencies (Free)

Experience Matters

If you are only going to read only one thing about customer experience, then this report is it. It’s the blueprint for building a customer-centric organization… and it’s free. This blueprint to building a customer-centric organization is an update to our groundbreaking research that was […]. We just published a Temkin Group report, The Four CX Core Competencies.

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Report: Lessons in CX Excellence, 2018

Experience Matters

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This past November, we named six organizations the winners of Temkin Group’s 2017 Customer Experience Excellence Award – AARP, Allianz Worldwide Partners, Century Support Services, Nurse Next Door Home Care Services, Reliant, and Sage. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®.

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Report: Lessons in CX Excellence, 2017

Experience Matters

This report has rich insights about both B2B and B2C customer experience. 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. Here’s the […].

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Maximizing Value From Customer Journey Mapping

Experience Matters

We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. Best Practices Customer Connectedness Customer experience Temkin Group Research

Data Snapshot: Customer Experience Expectations and Plans for 2015

Experience Matters

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015.

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Seven Stages to a Data-Centric Mindset

Experience Matters

Analysts who work with customer data are often frustrated by the slow uptake in its usage. That’s why I created what I’m calling the “Seven Stages to a Data-Centric Mindset.” Look for what resonates with him/her and customize the data in those areas.

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Report: Lessons in CX Excellence, 2015

Experience Matters

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

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Is Net Promoter Score A Savior Or A Demon?

Experience Matters

Despite the claims, there is no single question that you can ask customers that will make companies customer-centric. Even the most ardent of NPS adopters gather feedback from customers using a lot of different questions. Here are some quick answers to key questions: Is NPS the best indicator of customer loyalty and business performance? Can NPS be used to make an organization more customer centric?

Examining Amazon.Com’s Relentless Customer Advocacy

Experience Matters

I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3. It’s no accident that Amazon.com scores so consistently high in the Temkin Experience Ratings and Temkin Customer Service Ratings. Listen to customers. Invent for customers.

Emotion and the Four Customer Experience Core Competencies

Experience Matters

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Customer experience Emotion

Emotion and the Four Customer Experience Core Competencies

Experience Matters

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Customer experience Emotion

CX for Smarties, A Beginner’s Guide to Customer Experience

Experience Matters

We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty.

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

Experience Matters

Comcast recently announced that it will add more than 5,500 customer service jobs as part of a “customer experience transformation” effort. That’s not the answer to its customer experience woes. Comcast provides terrible customer experience.

Hungry for CX, Culture Eats Strategy For Lunch

Experience Matters

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? 5) How Customer-Centric Are Organizations?

Report: The State of the CX Management, 2015

Experience Matters

Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. The research also shows that customer experience maturity correlates to financial results.

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

Experience Matters

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. In other words, what customers experience outside is based on what’s going on inside. 4 CX Core Competencies Corporate culture Customer experience

8 CX Trends for 2015 (The Year of the Employee)

Experience Matters

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. Voice of the Customer Renovations.

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An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company.

11 Customer Experience Trends for 2016 (The Year of Emotion)

Experience Matters

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint.

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Customer Experience Strategy: An A to Z Glossary

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience?

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience?

How does technology support the CX core competencies?

Clicktools

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.