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! MORE
Here’s one example where real-time video forensics can help. Those results can then be viewed on a map with links to related video footage showing other individuals the person came into contact with as well. Security Video Solutions MORE
Myra Golden’s Customer Service Video Library. Our flagship program is comprised of 50 online training modules with video, interactivity, downloadable handouts, and quizzes. Top 6 Ways to Get An Angry Customer to Back Down. The Psychology of Customer Anger. MORE
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? MORE
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 MORE
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. MORE
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. MORE
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. MORE
The post Why great CX measurement is invaluable to retailers — BloomReach (video) appeared first on ForeSee. Analytics & Measurement Insights Retail BloomReach CX measurement Dan Chester ForeSee in the news Interview video MORE
Last week at Enterprise Connect , one of the most talked-about topics was video, especially as it can be used by customer care agents to communicate with customers. Depending on how companies go about deploying video communication technologies, some of the challenges that have impeded adoption is the high amount of bandwidth consumed by video as well as cost constraints. MORE
This new video is the perfect way to start off my blog in 2015. ” Written words are great, but I wanted people to fully understand the essence of CX, so I created this video, What is Customer Experience ? Some years it’s difficult to decide on the content for my first post. MORE
The old saying about a picture being worth a thousand words is true, a picture provides an additional “sense” of the story, adding context to help our understanding of an event or situation. We all know what it is like to read the answers to a survey or a transcript of an interview. Sure, there. MORE
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. MORE
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. MORE
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 MORE
The post VoC Leaders: How Travelzoo uses CX data to make smarter decisions (video) appeared first on ForeSee. Client Insights Case Stories socializing data Travel Industry Travelzoo video VOC Leaders MORE
Tim Keefe of Peppers & Rogers Group breaks down the four steps businesses must take to get the most from their customer-focused investments. There’s more… To read the rest of this blog posting click here. or visit www.peppersandrogersgroup.com/blog. customercentricity MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
In this video I share how I was able to get promoted four times in just under six years. 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. MORE
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? MORE
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. MORE
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? MORE
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. MORE
” 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. MORE
Recently, representatives from Baylor University talked with Athletic Business Magazine about how real-time video surveillance has helped to ensure a great game-day experience for Big 12 football fans at Baylor’s all-new McLane Stadium. The video cameras are simply a tool. MORE
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. MORE
Enjoy this Temkin Group video…Filed under: Emotion, Temkin Group Video. Emotion Temkin Group Video MORE
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 MORE
Do you want to run a successful CX program and research process? Funda Whitaker, Sr. director of strategic research services at MaritzCX, teaches the steps of a successful research process – understanding the business context, designing with the end in mind, and validating your approach MORE
34 
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 […]. MORE
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 MORE
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 MORE
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. MORE
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. MORE
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? MORE
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 […]. MORE
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APRIL 22, 2016
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.
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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!
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SEPTEMBER 22, 2016
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.
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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.
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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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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.
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Myra Golden’s Customer Service Video Library. Our flagship program is comprised of 50 online training modules with video, interactivity, downloadable handouts, and quizzes. Top 6 Ways to Get An Angry Customer to Back Down. The Psychology of Customer Anger.
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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
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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?
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This new video is the perfect way to start off my blog in 2015. ” Written words are great, but I wanted people to fully understand the essence of CX, so I created this video, What is Customer Experience ? Some years it’s difficult to decide on the content for my first post.
Kayako
APRIL 14, 2016
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?
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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.
Experience Matters
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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
Amity
MAY 19, 2017
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?
Customer Interactions
DECEMBER 4, 2014
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?
Experience Matters
JANUARY 22, 2015
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
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JUNE 22, 2015
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.
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MARCH 20, 2017
The old saying about a picture being worth a thousand words is true, a picture provides an additional “sense” of the story, adding context to help our understanding of an event or situation. We all know what it is like to read the answers to a survey or a transcript of an interview. Sure, there.
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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.
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OCTOBER 5, 2016
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
Customers That Stick
AUGUST 4, 2016
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.
Experience Matters
JANUARY 26, 2017
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
Experience Matters
OCTOBER 23, 2014
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.
Michel Falcon Experience
JULY 1, 2016
” 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.
MaritzCX
OCTOBER 13, 2015
Do you want to run a successful CX program and research process? Funda Whitaker, Sr. director of strategic research services at MaritzCX, teaches the steps of a successful research process – understanding the business context, designing with the end in mind, and validating your approach
Think Customers
FEBRUARY 10, 2015
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.
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OCTOBER 27, 2016
The post Why great CX measurement is invaluable to retailers — BloomReach (video) appeared first on ForeSee. Analytics & Measurement Insights Retail BloomReach CX measurement Dan Chester ForeSee in the news Interview video
Experience Matters
APRIL 15, 2016
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 […].
Experience Matters
MAY 3, 2017
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.
Customer Interactions
FEBRUARY 20, 2015
Recently, representatives from Baylor University talked with Athletic Business Magazine about how real-time video surveillance has helped to ensure a great game-day experience for Big 12 football fans at Baylor’s all-new McLane Stadium. The video cameras are simply a tool.
Michel Falcon Experience
JULY 9, 2016
In this video I share how I was able to get promoted four times in just under six years. 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.
ForeSee
NOVEMBER 7, 2016
The post VoC Leaders: How Travelzoo uses CX data to make smarter decisions (video) appeared first on ForeSee. Client Insights Case Stories socializing data Travel Industry Travelzoo video VOC Leaders
Experience Matters
NOVEMBER 17, 2014
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.
Think Customers
MARCH 15, 2016
Last week at Enterprise Connect , one of the most talked-about topics was video, especially as it can be used by customer care agents to communicate with customers. Depending on how companies go about deploying video communication technologies, some of the challenges that have impeded adoption is the high amount of bandwidth consumed by video as well as cost constraints.
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DECEMBER 14, 2015
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.
Peppers and Rodgers
AUGUST 14, 2015
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.
Experience Matters
APRIL 7, 2016
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 […].
Customer Interactions
OCTOBER 15, 2014
Here’s one example where real-time video forensics can help. Those results can then be viewed on a map with links to related video footage showing other individuals the person came into contact with as well. Security Video Solutions
Peppers and Rodgers
JULY 24, 2015
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.
Peppers and Rodgers
JULY 6, 2015
Tim Keefe of Peppers & Rogers Group breaks down the four steps businesses must take to get the most from their customer-focused investments. There’s more… To read the rest of this blog posting click here. or visit www.peppersandrogersgroup.com/blog. customercentricity
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