Experience Matters

MAY 22, 2018

The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread in customer experience. Download report for $195 To successfully deploy customer-centric AI, companies need to: Integrate the elements of the Human Conversational Model into the Read More.

Customer Centricity 194

Customer Centricity Chatbots Groups Report 194

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.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Eptica

APRIL 25, 2018

They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. Compelling Brand Values: Deliver on your brand promises to customers. Customer Connectedness: Infuse customer insight across the organization.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Experience Matters

SEPTEMBER 29, 2015

We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. Here’s the executive summary: Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren’t capturing enough value from their CJM efforts.

Customer Journeys 120

Customer Journeys Customer Centricity Groups Report 120

Experience Matters

OCTOBER 5, 2016

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 […].

eBook 266

eBook Tips Loyalty Customers 266

Experience Matters

DECEMBER 5, 2016

We published a Temkin Group report, Capturing Insights from Online Customer Communities. Here’s the executive summary: Companies across a range of industries use online customer communities to augment their customer support, marketing, and product innovation efforts.

Report 120

Report Groups Innovation Customers 120

Experience Matters

DECEMBER 5, 2016

We published a Temkin Group report, Capturing Insights from Online Customer Communities. Here’s the executive summary: Companies across a range of industries use online customer communities to augment their customer support, marketing, and product innovation efforts.

Report 120

Report Groups Innovation Customers 120

Qualtrics

FEBRUARY 1, 2019

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. The customer isn’t marketing’s job anymore, it’s everyone’s job.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Study 20

Experience Matters

MAY 15, 2017

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs.

Customer Journeys 120

Customer Journeys Report Groups Customer Insights 120

Experience Matters

MAY 15, 2017

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs.

Customer Journeys 120

Customer Journeys Report Groups Customer Insights 120

Experience Matters

SEPTEMBER 16, 2015

Our analysis shows that promoters are much more likely than detractors to spend more money with tech vendors, try new products and services when they are announced, and forgive their tech vendors after a bad experience. After declining for the past two years, the industry average NPS increased to 31.8

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

AUGUST 9, 2018

In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. The post Propelling Experience Design (Infographic) appeared first on Customer Experience Matters®. This infographic provides an overview. jpg format 18? poster: in .png

Infographics 163

Infographics Report Customer Experience Data 163

Experience Matters

JUNE 16, 2017

We recently had an experience with Comcast that shows the importance of Customer Journey Thinking™.

Customer Journeys 150

Customer Journeys Examples Customer Experience Customer Connectedness 150

Experience Matters

APRIL 12, 2017

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, […].

Interaction 205

Interaction Report Groups Loyalty 205

Experience Matters

NOVEMBER 7, 2016

As you read the title of this post, you were likely thinking that there’s been a typo. Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. In this one case, though, I want to give a shout out for a part of the MA DoT’s roll […].

Transportation 215

Transportation Customer Connectedness Customer Experience Design Innovation 215

Experience Matters

NOVEMBER 7, 2016

As you read the title of this post, you were likely thinking that there’s been a typo. Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. In this one case, though, I want to give a shout out for a part of the MA DoT’s roll […].

Transportation 149

Transportation Customer Connectedness Customer Experience Design Innovation 149

Experience Matters

MAY 22, 2017

In yesterday’s NY Times, there’s an excellent article, We Aren’t Built to Live in the Moment (written by Martin Seligman and John Tierney). It discusses how human beings process information, and the emergence of a new field called prospective psychology.

Analytics 120

Analytics Customer Connectedness Innovation Customer Experience 120

Experience Matters

MAY 22, 2017

In yesterday’s NY Times, there’s an excellent article, We Aren’t Built to Live in the Moment (written by Martin Seligman and John Tierney). It discusses how human beings process information, and the emergence of a new field called prospective psychology.

Analytics 120

Analytics Customer Connectedness Innovation Customer Experience 120