Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

MARCH 20, 2018

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. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Experience Matters

NOVEMBER 16, 2015

I just ran into a great (negative) example of my 6th CXtip : Don’t waste customers’ time asking them questions unless you are prepared to act on what they say. Resort leader(s) decided that it was a good idea to survey its customers and get some data. Company asks customer to give a number. They seem to view this as a strategy.

Survey 120

Survey Hotels Customers Interaction 120

Experience Matters

AUGUST 3, 2015

We just published a Temkin Group report, Behavioral Guide to Customer Experience Design. Here’s the executive summary: According to recent scientific research, customers make most of their decisions using intuitive thinking instead of rational thinking. The bottom line: Embrace your customers’ natural behaviors.

Customer Experience Design 120

Customer Experience Design Report Customer Experience Groups 120

Experience Matters

DECEMBER 29, 2015

Here’s the executive summary: Companies recognize that customer feedback and insights are critical for understanding customers, so they often create Voice of the Customer (VoC) programs as one of their first customer experience priorities. We published a Temkin Group report, Make Your VoC Action-Oriented.

Report 120

Report Groups Consulting Feedback 120

Qualtrics

JANUARY 22, 2021

I learn by trying to understand why things happen, why people behave the way they do – whether they’re customers, employees, or executives – which helps me understand why organizations act the way they do. I really enjoyed learning about business strategy and operations.” I got straight As in my master’s program at MIT,” says Bruce.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

Experience Matters

JANUARY 8, 2018

This report has rich insights about both B2B and B2C customer experience. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

Report 145

Report B2C B2B Groups 145

Experience Matters

JANUARY 9, 2017

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

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

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

Report 120

Report B2C B2B Groups 120

Lumoa

MARCH 20, 2018

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. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Experience Matters

OCTOBER 5, 2015

Management guru Peter Drucker is credited with saying that “ culture eats strategy for lunch.” While leaders tend to be comfortable around strategy discussions, they’re often painfully awkward discussing corporate culture. 4) What Are the Elements of a Customer-Centric Culture? 3) What Does Culture Look Like?

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120

CSM Magazine

JUNE 3, 2021

Ross Daniels at Calabrio outlines the obstacles and how to tackle them using 3 winning strategies for connecting staff and customers. In our last two articles, we established what it means to be a Connected Enterprise and the benefits such connectedness brings. We then discovered how everyone gains, from employees to customers.

Connections 52

Connections Customer Connectedness Gamification Call Recording 52