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

5 powerful TED videos that will make you a smarter researcher

Vision Critical

With over 2,000 videos available to the public, the TED website is one of the best free resources available for customer intelligence professionals today. If you are a market researcher, an insight professional or user of insight, TED videos could be a source of lessons and inspiration.

Video 87

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

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

Video 36

Customer-Centric Culture Change (Video)

Experience Matters

Watch this short video: The bottom line: CX success almost always requires culture changeFiled under: Corporate culture, Customer-centric […]. Corporate culture Customer-centric DNA Temkin Group VideoOur research and work with clients show that customer experience is a reflection of an organization’s culture. Any company that wants to build sustainable customer experience must build a customer-centric culture. By mastering Employee-Engaging Transformation.

How Video Content Engages Customers More Effectively

Joe Rawlinson

Whether you’re a small business or a big business, there’s a simple solution to engaging and retaining your customers more effectively — video. Here’s why your business should be utilizing video marketing. Video and Email. It used video. Video Marketing and YouTube.

Video 44

eCornell Videos: Empowering Agents with the Right Information and Training

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland empowerment leadership

Video – 3 Net Promoter Score (NPS) Mistakes Every Company Makes

Michel Falcon Experience

In this video, I explain how Net Promoter Score isn’t properly being used within organizations. By watching this 2 minute video you will learn: How to focus on Promoters just as much you do Detractors. Comment on the video. Like” the video by clicking the thumbs up icon.

People-Centric Experience Design (Video)

Experience Matters

To help people understand PCxD, we created this short video: The bottom line : Tap into the power of purpose, empathy, and memories. Customer experience People-Centric Experience Design Temkin Group Video

Video 34

Customer Experience and Employee Engagement Q&A | Video #1

Michel Falcon Experience

I’ve started to record videos answering questions that I receive via Twitter, email or via my website. If you would like me to answer your questions, please leave a question directly below this video or tweet me.

Building a Strong Voice of the Customer Program (Video)

Experience Matters

This video highlights our model for creating a VoC program, called the 6D’s: Detect , Disseminate , Diagnose , Discuss , Design , and Deploy. Customer Connectedness Temkin Group Video Voice of the customer

Video Is Now Big Data, Too

Truthlab

The post Video Is Now Big Data, Too appeared first on truthlab.

Video 26

CX Competency: Employee Engagement (Video)

Experience Matters

This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture.

eCornell Videos: Anticipating Customer Needs

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos

Facebook Video Ads: What’s the ROI?

Natalie Petouhof

With more and more buyers using mobile devices to shop, 4 out of 5 shoppers say a video showing how a product or service works is important in their decision to purchase or not purchase a product or service. As a result, Marketers who use video grow revenue ~49% faster than non-video users. But if a brand is going to use video, understand that shoppers of shoppers expect a consistent set of visual content across desktop and mobile devices.

Data 17

How to Produce the Perfect Customer Testimonial Video

Tema Frank

And that is why customer testimonial videos work so well. A video testimonial shows a real person, a customer of your brand giving their honest opinion about your team and your product. But if you want to produce a video testimonial that closes deals, it needs to be done right.

How to Use Interactive Video for Self-Service Support

Kayako

Video is an excellent self-service tool. Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering? Why use video in self-service support?

Customer Service: The Competitive Advantage [Video]

Who's Your Gladys?

Watch the video below (and share it with your team.) The post Customer Service: The Competitive Advantage [Video] appeared first on Who's Your Gladys? Ready to strengthen your competitive advantage through customer service?

CX Competency: Purposeful Leadership (Video)

Experience Matters

This video provides an overview of Purposeful Leadership, where the goal is for leaders to act consistently with a clear, well-articulated set of values. 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.

The Six Laws of Customer Experience (Video)

Experience Matters

This video explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people and organizations behave, companies can make smarter decisions about what they do, and how they do it.

eBook 49

2017 Customer Experience Trends (Video and Infographic)

Experience Matters

We recently published our annual listing of CX trends. In case that wasn’t enough to satiate your needs, here’s a recorded webinar and an infographic describing the trends… Click on figure above to download infographic as a.png file, or click here to download it as a .pdf.Filed pdf.Filed under: Customer experience, Purpose, Trends. Customer experience Purpose Trends

Why casinos are looking beyond video surveillance

Customer Interactions

Casinos are expanding their purview of security beyond video surveillance into more advanced technologies and systems, such as PSIM (Physical Security Information Management), video analytics, and mobile apps. But what if you could let video analytics do this work for you?

Start Talking About Emotions (Video)

Experience Matters

To help celebrate “The Year of Emotion” on CX Day (and beyond), Temkin Group created this fun, short video: Start Talking About Emotion. 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 Video

5 Powerful Videos That Spotlight Customer Advocacy

Amity

You’d have to be living under a rock to have missed video making its grand entrance on the Marketing must-do list. How can video marketing channel the powerful Customer relationships that your Customer Success team has worked so hard to establish?

Video: Fighting Customer Churn

Peppers and Rodgers

Tim Keefe discusses the importance of fighting customer churn. More and more businesses are looking at customers from a lifetime value perspective, using purchase history and propensity to identify who may be at risk of leaving.

eCornell Videos: Delivering Consistent Service

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access customer access strategy

Five I’s of Employee Engagement (Video)

Experience Matters

This video highlights our model for making improvements in what we call the Five I’s of Employee Engagement : Inform, Inspire, Instruct, Involve, and Incent. Employee engagement is one of Temkin Group’s four CX core competencies.

We Need More Qualitative Research (Video)

Experience Matters

Customer experience Emotion Temkin Group VideoIn a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […].

Temkin Experience Ratings Explained (Video)

Experience Matters

For more information about TxR, visit our Temkin Experience Ratings FAQ s and watch this short video: Customer experience Temkin Group Video Temkin RatingsWe created Temkin Experience Ratings (TxR) as an open standard for measuring and benchmarking customer experience.

Customer Experience: Success, Effort, and Emotion (Video)

Experience Matters

Customer experience Emotion Temkin Group VideoIn a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […].

Has WhatsApp Video Missed a Trick?

Avaya

So the announcement that WhatsApp Video is here has been met with mass excitement. The post Has WhatsApp Video Missed a Trick? Developers APIs Avaya Chatbot Customer Experience innovation Video Whatsapp Video

VIDEO: Social Media Customer Service with Jay Baer

Customers That Stick

Customer Service VideoWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

VIDEO: What is Customer Experience?

Michel Falcon Experience

” If you like the video, I would greatly appreciate if you did the following (it will only take you a moment): Subscribe to my YouTube channel. There are many more videos coming very soon. Comment on the video. “Like” the video by clicking the thumbs up icon.

2017 Customer Experience Trends (Video and Infographic)

Experience Matters

We recently published our annual listing of CX trends. In case that wasn’t enough to satiate your needs, here’s a recorded webinar and an infographic describing the trends… Click on figure above to download infographic as a.png file, or click here to download it as a .pdf.Filed pdf.Filed under: Customer experience, Purpose, Trends. Customer experience Purpose Trends

Video Advertising: Key to Getting Customers Attention As Ad Blocking is Increasing

Natalie Petouhof

Perhaps the answer is video marketing. Video consumption has exploded across all devices and is one of the fastest growing advertising category. Adobe, a the leader in video content creation and delivery, announced it’s acquisition of TubeMogul which will enable brands to capitalize on the huge shift to online video. TubeMogul’s video advertising platform. Why is video advertising so important? TubeMogul is a video demand-side platform (DSP) leader.

Video: Culture, Leadership and Exceptional Performance

Peppers and Rodgers

There is no defined culture for businesses; it is something that leaders and their employees must demonstrate in order to make the customer and employee experiences as enjoyable and efficient as possible. There’s more… To read the rest of this blog posting click here.

Let Humanity Glow (Video)

Experience Matters

To get you in the mood for the holidays and to prepare for the upcoming “Year of Humanity,” we created this short, hopefully inspiring musical video… Let Humanity Glow. The post Let Humanity Glow (Video) appeared first on Customer Experience Matters®.

Visualizing the Future of Video Content Consumption

Think Customers

Thus, as audiences gravitate toward video on both mobile and desktop platforms, companies are quickly reconfiguring their content strategies to focus on this visual medium. Consumer behaviors often dictate marketing trends.

Quick Take: Start Talking About Emotion (Video)

Experience Matters

Here’s a short snippet from my speech (one of several quick take videos from […]. Customer experience Emotion Temkin Group VideoIn a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group.

Video: Frictionless Customer Experience Gone Wrong

Peppers and Rodgers

A recent banking transaction turned from a great interaction to a trust-destroying lesson in frustration. If not executed properly, attempts to remove friction may only cause more customer frustration. If a company is unreliable in terms of communication, the customer will lose trust in the company.