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: […].

Start Talking About Emotions (Video)

Experience Matters

The bottom line: Add the Five A’s of an Emotional Response to your vocabularyFiled under: Customer Connectedness, Customer experience, Emotion, Temkin Group Video. Customer Connectedness Customer experience Emotion Temkin Group VideoTo help celebrate “The Year of Emotion” on CX Day (and beyond), Temkin Group created this fun, short video: Start Talking About Emotion.

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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.

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The Inextricable Link Between CX & EX

Experience Matters

If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!

The Power of Customer Journey Mapping (Video)

Experience Matters

Customer journey mapping is a valuable tool, but Customer Journey Thinking can change your culture. Watch this short Temkin Group video to find out more… The bottom line : Your customers are on a journey, help them.

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Mastering Customer Experience Metrics (Infographic)

Experience Matters

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. The post Mastering Customer Experience Metrics (Infographic) appeared first on Customer Experience Matters®. CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience CX measurement Infographic

Exploring Multiple Emotions During Contact Center Interactions

Experience Matters

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. In addition to detecting the customer emotion, […]. Customer Connectedness Customer experience Emotion

CX Metrics: Immature, But Improving (Infographic)

Experience Matters

You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic. Customer Connectedness Customer experience CX measurement InfographicHere are some of insights from the report, State of CX Metrics, 2015.

CX Myth #5: Wow Customers During Every Interaction

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical. The post CX Myth #5: Wow Customers During Every Interaction appeared first on Customer Experience Matters®.

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

2019 XM Trends From Qualtrics Thought Leaders

Experience Matters

We have some amazing people across Qualtrics who regularly help organizations master all aspects of XM: Customer Experience (CX), Employee Experience (EX), Brand Experience (BX), and Product Experience (PX). The post 2019 XM Trends From Qualtrics Thought Leaders appeared first on Customer Experience Matters®. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends!

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Customer Obsession Lessons From Amazon.com’s Bezos

Experience Matters

Customer Connectedness Customer experience Executive leadership Purposeful Leadership Amazon Amazon.com Jeff Bezos leadershipAmazon.com CEO Jeff Bezos recently sent a letter to shareholders sharing his view on how Amazon would avoid what he calls “Day 2,” because… Day 2 is stasis. Followed by irrelevance. Followed by excruciating, painful decline. Followed by death. And that is why it is always Day 1.

People Aren’t Perfect, Design Around Their Biases

Experience Matters

Customer Connectedness Customer experience Emotion Experience designEvery day, people are faced with innumerable choices, and methodically weighing the pros and cons of each one is not only unnecessary, it is also mentally draining. In order to ease this cognitive burden, people have evolved two modes of thinking—intuitive thinking and rational thinking—to help us make decisions more efficiently. Intuitive thinking—also known as System […].

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People Aren’t Perfect, Design Around Their Biases

Experience Matters

Customer Connectedness Customer experience Emotion Experience designEvery day, people are faced with innumerable choices, and methodically weighing the pros and cons of each one is not only unnecessary, it is also mentally draining. In order to ease this cognitive burden, people have evolved two modes of thinking—intuitive thinking and rational thinking—to help us make decisions more efficiently. Intuitive thinking—also known as System […].

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What’s All This About X- And O-Data?

Experience Matters

Now to my discussion of Xs and Os, starting with customer experience (CX)… Let’s say that your company has this data: Read More. appeared first on Customer Experience Matters®. Customer Connectedness Customer experience Employee EngagementYou might have heard Qualtrics discussing X-data (experience data) and O-data (operational data), and wondered, should we care? The answer is yes, and here’s why.

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Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

B2B CX Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Net Promoter Tech Vendors Temkin Group ResearchWe just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations.

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5 Market Research Lessons From Election Polling Miscues

Experience Matters

Why should customer experience (CX) professionals care? CCXP2 Voice of the Customer, Customer Insight, and Understanding Customer Connectedness Customer experience Voice of the customerIn the NY Times article Pollsters Face Hurdles in Changing Landscape, Ryan Knutson and Aaron Zitner discuss a number of reasons for recent high-profile polling failures, the Brexit vote and the U.S. presidential election.

The Power of Customer Journey Thinking (Infographic)

Experience Matters

I hate to break this news to you, but your customers most often interact with your organization because they have to, not because they want to. That’s why it’s critical for organizations to understand and to design experiences for their customers’ journeys. A few year ago, we introduced the concept of Customer Journey Thinking (TM). It’s a simple tool for employees across an organization to continuously focus on customers’ journeys.

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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Building A Strong Voice of The Customer Program (Infographic)

Experience Matters

Voice of the Customer (VoC) programs are a critical component for many CX efforts. pdf format Here are links to the research referenced in the infographic: State of VoC Programs, 2017 Renovating Your Voice of the Customer Program. The post Building A Strong Voice of The Customer Program (Infographic) appeared first on Customer Experience Matters®. Customer Connectedness Customer experience Infographic Voice of the customer

Want Loyal Customers? Start Talking About Their Emotions!

Experience Matters

Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated? That’s because how customers feel […]. CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Emotion ROI of Customer Experience

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5 Market Research Lessons From Election Polling Miscues

Experience Matters

Why should customer experience (CX) professionals care? CCXP2 Voice of the Customer, Customer Insight, and Understanding Customer Connectedness Customer experience Voice of the customerIn the NY Times article Pollsters Face Hurdles in Changing Landscape, Ryan Knutson and Aaron Zitner discuss a number of reasons for recent high-profile polling failures, the Brexit vote and the U.S. presidential election.

Want Loyal Customers? Start Talking About Their Emotions!

Experience Matters

Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated? That’s because how customers feel […]. CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Emotion ROI of Customer Experience

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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

CX Myth #4: Net Promoter Score Is The Best/Worst Metric

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. The post CX Myth #4: Net Promoter Score Is The Best/Worst Metric appeared first on Customer Experience Matters®. Customer Connectedness Customer experience CX measurement Net Promoter Voice of the customer

State of Voice of the Customer (Infographic)

Experience Matters

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Infographic Voice of the customerHere’s some interesting data snippets from the recent report, State of VoC Programs, 2016. For additional info, check out our VoC resource page.

State of Voice of the Customer (Infographic)

Experience Matters

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Infographic Voice of the customerHere’s some interesting data snippets from the recent report, State of VoC Programs, 2016.

Report: Net Promoter Score Benchmark Study, 2016

Experience Matters

Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […]. Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics

Modernize Leadership: Detect and Disseminate

Experience Matters

Customer Connectedness Customer experience Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership.

Free eBook: 25 Tips For Tapping Into Customer Emotions

Experience Matters

As part of our CX Day celebration, we’re giving away this free eBook: 25 Tips For Tapping Into Customer Emotions. Consequently, a customer’s emotional response to an experience with a company has a significant impact on their loyalty to […]. Best Practices Bruce Temkin Research CCXP3 Organizational Adoption and Accountability CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Emotion Empathy Employee Engagement Isabelle Zdatny Research

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Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.

Report: 2018 Temkin Experience Ratings (U.S.)

Experience Matters

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. appeared first on Customer Experience Matters®. Benchmarks Bruce Temkin Research Customer Connectedness Customer experience Industry Data Temkin Group ResearchTo generate these Ratings, we asked 10,000 U.S.

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The Emotional Decline From New Purchase To Customer Service

Experience Matters

How do consumers feel about their purchases and subsequent customer service interactions? As you can see below: Across all industries, purchasing provides a more positive emotional response than customer service. Customer Connectedness Customer experience EmotionTo find the answer, we asked 10,000 U.S. consumers about those experiences across 11 different industries. We used their responses to calculate the Temkin Emotion Ratings.

Capitalizing on the Voice of the Customer (Infographic)

Experience Matters

Voice of the customer programs are a cornerstone for most customer experience efforts. The bottom line : Make sure to capitalize on the voice of your customers. Customer Connectedness Customer experience Voice of the customer

Report: Humanizing Digital Interactions

Experience Matters

Emotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. However, companies tend to ignore customer emotions, […]. Best Practices Bruce Temkin Research CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Emotion Isabelle Zdatny Research Temkin Group Research

My 12 (XM)AS Wishes For You

Experience Matters

The post My 12 (XM)AS Wishes For You appeared first on Customer Experience Matters®. Customer Connectedness Customer experience XM - Experience ManagementSince tomorrow is Christmas, I decided to share 12 wishes for you and your experience management (XM) efforts. Here goes… During the upcoming year, I hope that you: Celebrate successes.

Propelling Experience Design (Infographic)

Experience Matters

The post Propelling Experience Design (Infographic) appeared first on Customer Experience Matters®. CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience InfographicIn the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. This infographic provides an overview.

The Future of VoC: Insight & Action, Not Feedback

Experience Matters

The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. VoC Programs Need To Grow Up Our research shows that nearly three-quarters of large companies rate their voice of the customer (VoC) programs as being successful (only 8% say that they’ve been unsuccessful). The post The Future of VoC: Insight & Action, Not Feedback appeared first on Customer Experience Matters®.

Report: 2017 Temkin Experience Ratings (U.S.)

Experience Matters

We published the 2017 Temkin Experience Ratings, the seventh annual release of this comprehensive customer experience benchmark. Here’s the executive summary: 2017 is the seventh straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. 2017 Temkin Ratings Benchmarks Bruce Temkin Research CCXP3 Organizational Adoption and Accountability Customer Connectedness Customer experience Temkin Group Research

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Report: 2016 Temkin Experience Ratings

Experience Matters

We published the 2016 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. Here’s the executive summary: 2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. 2016 Temkin Ratings Benchmarks Customer Connectedness Customer experience Temkin Group Research

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