Ohio Mutual Insurance Group Automates VoC Program to Differentiate Their Business

MaritzCX

Fierce Competition in the Property and Casualty Insurance Market Founded in 1901 and based in Bucyrus, OH, Ohio Mutual Insurance Group writes more than $220 million in premiums each year – covering homes, autos, farms and commercial properties in seven states through 400 independent partner agents.

How Changi Airport Group, Midea Group, StarHub and Prudential Singapore use relationships to win

Vision Critical

At CX and the City, the CX leadership panel including Midea Group, StarHub and Changi Airport Group explored challenges, learnings and best practices on leading a CX transformation. – Jeffrey Loke, VP of Commercial Strategy, Changi Airport Group.

Trending Sources

The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group – CB39

Customer Bliss

Episode Overview. Media is a business vertical that is beginning to engage CX leaders. The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role.

Net Promoter News: Sage Group, Ford, Epyx and Paladina Health

CustomerGauge

Sage Group Plc Is Customer-Obsessed Sage Group, a British multinational enterprise software company closed the year 2016 with excellent business results. The post Net Promoter News: Sage Group, Ford, Epyx and Paladina Health appeared first on CustomerGauge.

7 Secrets of Voice of the Customer Success Whitepaper

and steering group. run as an exercise with a cross-functional group, asking the team to start by. 34 5 6 7 2 1 Build executive support Strategize and plan Get organized Lose the silos Communicate Add Voice of the.

Temkin Group Plans For CX Day 2015

Experience Matters

Last year Temkin Group had a great time celebrating CX Day. Temkin Group has labelled 2015 as the Year of the Employee for customer experience. Anyone who attends one of the two Temkin Group webinars will receive a code for downloading a free copy of the report, Lessons in CX Excellence, 2015. The bottom line : Join Temkin Group in celebrating CX Day 2015!

Avaya and IAUG: Coming Together for a Better User Group Experience

Avaya

Marilyn Shuck serves as a Director on the IAUG Board, president of the Puget Sound Avaya Users Group, and as a UC Engineer at the University of Washington. The post Avaya and IAUG: Coming Together for a Better User Group Experience appeared first on Avaya Connected Blog.

Temkin Group is Coming (Back) to Australia in June

Experience Matters

After a great trip last year, Temkin Group is coming back to Australia. Do you want to see us while we’re there? Here are some opportunities: Melbourne, 19-20 June: Conference: Customer Experience Tech Fest Join me at this exciting conference where I will deliver keynote addresses on CX trends and customer-centric culture. I’m looking forward to the […]. Customer experience

2016 Temkin Group Research Reports

Experience Matters

In case you missed some of Temkin Group’s research, here’s a recap of our 2016 publications. In 2016, we surveyed 20,000 U.S. consumers, 800 IT decision makers, 300 HR professionals, and more than 2,500 other professionals. We also had detailed interviews with more than 150 professionals. All of this research led to reports covering best practices, trends, […]. Customer experience

2016 Temkin Group Research Reports

Experience Matters

In case you missed some of Temkin Group’s research, here’s a recap of our 2016 publications. In 2016, we surveyed 20,000 U.S. consumers, 800 IT decision makers, 300 HR professionals, and more than 2,500 other professionals. We also had detailed interviews with more than 150 professionals. All of this research led to reports covering best practices, trends, […]. Customer experience

Temkin Group’s (Exciting) Plans For CX Day 2016

Experience Matters

Last year, Temkin Group had a great time celebrating CX Day. Temkin Group has labelled 2016 The Year of the Emotion for customer experience. This year, CX Day will be held on October 5th and we’re planning another exciting celebration. As you’ll see below, we’re continuing that theme in our CX Day plans: Thought leadership video: Bruce will interview renowned author and thought […].

Temkin Group is Coming to Australia… Join Us!

Experience Matters

For years, I’ve been getting emails asking “when will Temkin Group come to Australia?” ” We’ve wanted to go for a while (for both personal and professional reasons), but it just hasn’t worked with our schedules. Well, it’s finally happening. Aimee, Karen, and I will be heading to Australia in August! Do you want to see […]. Customer experience

Temkin Group’s (Exciting) Plans For CX Day 2017

Experience Matters

Last year, Temkin Group had a great time celebrating CX Day. Temkin Group has labelled 2017 The Year of Purpose for customer experience. At noon ET, Temkin Group will host a free webinar, Everything You Need to Know About CX, But Were Afraid to Ask, that will provide a strong foundation on customer experience. Anyone who attends the Temkin Group webinar will receive a code for downloading a free copy of the report, Lessons in CX Excellence, 2017.

Strativity Group Only Customer Experience Firm Recognized By Both Consulting Magazine and SmartCEO Magazine.

Strativity

The World’s Largest CX Transformation firm, Strativity Group, named 36th fastest growing consulting firm by Consulting Magazine — founder Lior Arussy accepts SmartCEO’s Circle of Excellence Award. Strativity Group – Passion, Expertise and Execution.

Temkin Group’s SLICE-B Experience Review Methodology (Video)

Experience Matters

Try using Temkin Group’s SLICE-B Experience Review Methodology. Do you want to examine experiences through the eyes of your customers? Download SLICE-B Scorecard (.pdf). SLICE-B is an Expert Review (a.k.a.

Temkin Group’s 2015 Research: Insights For CX Success

Experience Matters

Temkin Group did a lot of research in 2015. In case you missed some of it, I’ve listed last year’s reports below. You can always find all of our research here.

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group). Temkin Group is not responsible for the accuracy of this content.

The Power of Purpose (Temkin Group Video)

Experience Matters

As you may know, Temkin Group has labelled 2017, “The Year of Purpose.” ” As part of our effort to infuse more meaning and purpose to our community, we created the Elevate Purpose campaign, where we will share relevant thoughts and research. A new piece of content is this video, The Power of Purpose. I hope that you […]. Customer experience Purpose

Celebrate Temkin Group’s 5th Anniversary With Charity

Experience Matters

On April 28, 2010, I published the post Introducing Temkin Group, Customer Experience Transformation Consultancy. We have a number of things planned to celebrate our anniversary including discounts, interesting content, and a webinar on April 28th called Temkin Group’s 5th Anniversary Chat: CX Past, Present, and Future. As part of Temkin Group’s celebration, we want to show our appreciation by making some charitable donations.

Consumer Emotions To Health Plans Differ Across Age Groups

Experience Matters

In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, researching a health plan. We analyzed the emotional responses across different ages of consumers after that interaction and found that: Consumers who are 44-years-old or younger tend to […]. Customer experience Emotion

Strativity Group Inc. To Appear on the Inc. 5000 Honor Roll Upon Fifth Consecutive Listing Inc. Magazine Unveils 36th Annual List of America’s Fastest-Growing Private Companies—the Inc. 5000

Strativity

Strativity Group Inc. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group Inc. As a 5th time honoree, Strativity is part of a very select group of companies. 5000 honorees – an already quite select group – ever achieve this milestone. About Strativity Group. The post Strativity Group Inc. is the undisputed leader in design and cultural transformation.

Temkin Group: 5 Years of CX Thought Leadership (Infographic)

Experience Matters

As part of tomorrow’s celebration of Temkin Group’s 5th year anniversary , we created an infographic highlighting some of our research over the previous five years. It was fun putting this together and reflecting on all that we’ve done. The bottom line : We’re looking forward to the next five years! Customer experience

Temkin Group’s Engage Employees Challenge

Experience Matters

Join Temkin Group’s Engage Employee Movement and help raise the bar on employee engagement. We’re giving out $1,000 for innovative ideas, because great CX requires engaged employees. Customer experience Employee Engagement

Reflecting on Five Great Years of Temkin Group (Video)

Experience Matters

Yesterday we celebrated Temkin Group’s 5th anniversary. We’re truly grateful to all of the many people who have helped us along the way. Here’s a short video that reflects on the previous five years. The bottom line : Thank you, thank you, thank you! Customer experience

CX Q&A with Raul Leal, CEO, Virgin Hotel Group

Forrester

At Forrester's Forum for Customer Experience Professionals in New York, June 16 & 17, Raul Leal, CEO, Virgin Hotel Group, will explain. On just about anyone's shortlist of companies that deliver unique, high-quality experiences, you'd be sure to find Virgin. And this year, the iconic brand opened its first hotel in the US - a 250-room property located in the Chicago Loop. How does Virgin Hotel live up to the high standards set by other Virgin businesses?

Temkin Group Publishes 2017 List of Customer Experience Trends

Topdown

The Temkin Group recently released its annual list of customer experience trends and labeled 2017 “ The Year of Purpose.” For reference, Temkin dubbed last year the Year of Emotion and 2015 the Year of Employees. They strongly feel that 2017 will require companies to focus heavily on purpose.

15 Ways to Conduct Successful Customer Focus Groups

CSM Magazine

Here’s a warning: it is very easy to do bad focus groupsgroups that do not end up obtaining worthwhile information from the participants, or worse yet, obtain incorrect information. There is more to a focus group than just talking with a set of people.

Emotion: The Missing Link in Customer Experience (Video)

Experience Matters

Enjoy this Temkin Group video…Filed under: Emotion, Temkin Group Video. Emotion Temkin Group Video

Temkin Group Plans For CX Day 2014

Experience Matters

Last year Temkin Group had a great time celebrating CX Day. Anyone who attends one of the two Temkin Group webinars will receive a code for downloading a free copy of the report, Lessons in CX Excellence, 2014. The Temkin Group team will also be attending CXPA local networking events in different cities. The bottom line : Join Temkin Group in celebrating CX Day! This year, CX Day will be held on October 7th and we’re planning an even bigger celebration.

TV and Internet Service Providers Deliver the Worst Customer Experience, According to Temkin Group Research

Experience Matters

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. TV service providers and Internet service providers received the lowest overall customer experience scores, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on […].

Join Us On April 28th to Celebrate Temkin Group’s 5th Anniversary

Experience Matters

Next Tuesday, April 28th , will be the 5th anniversary of this post: Introducing Temkin Group, Customer Experience Transformation Consultancy. That’s when we launched Temkin Group. Temkin Group will make a donation to a charity that you select from our list of seven worthy causes. At 1:00 EDT, join Aimee Lucas, Jen Rodstrom, and Bruce Temkin in a lively webinar: Temkin Group’s 5th Anniversary Chat: CX Past, Present, and Future.

The Power of Customer Journey Mapping (Video)

Experience Matters

Watch this short Temkin Group video to find out more… The bottom line : Your customers are on a journey, help them. Customer Connectedness Customer experience Temkin Group Video customer journey mapping journey mapping

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Rail Ombudsman is finally coming down the tracks – consultation closing soon

Helen Dewdney

The Rail Delivery Group , (working with others as part of an Ombudsman Task Force, has developed proposals which they envisage will see an ADR scheme for rail passengers introduced on a voluntary basis in early 2018. Press release. Background.

Dealing with Moaners and Complainers during Emotionally Charged Meetings

Who's Your Gladys?

Communicating with Customers Customer Service Developing People Engagement group dynamics internal customer Marilyn SuttleRunning an effective meeting isn’t always easy – especially when emotions run high.

Report: Humanizing Digital Interactions

Experience Matters

We just published a Temkin Group report, Humanizing Digital Interactions. Best Practices Bruce Temkin Research CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Emotion Isabelle Zdatny Research Temkin Group ResearchEmotions 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.

Report: Lessons in CX Excellence, 2017

Experience Matters

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

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Report: Lessons in CX Excellence, 2017

Experience Matters

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

B2C 38

Customer Experience Matters (The Video)

Experience Matters

As part of Temkin Group’s CX Day celebration , we created a new video, Customer Experience Matters ®. Customer experience ROI of Customer Experience Temkin Group VideoCX Day is less than one week away!

Video 47

Forgotten Facts & Fantasies of Customer Delight

C3Centricity

It is part of what used to be known as the Orient Express Group , which recently changed its name to the Belmond Group because it offers more than just train services. I mention this group because they have customer delight in their blood.

Report: The Four Customer Experience Core Competencies (Free)

Experience Matters

We just published a Temkin Group report, The Four CX Core Competencies. Aimee Lucas Research Best Practices Bruce Temkin Research CCXP5 Experience Design, Improvement, and Innovation Customer Connectedness Customer experience Emotion Isabelle Zdatny Research Jen Rodstrom Research Julia Jaffe Research Temkin Group ResearchIf you are only going to read only one thing about customer experience, then this report is it.