Experience Matters
SEPTEMBER 29, 2014
In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 The 2014 Temkin Experience Ratings of fast food chains shows that McDonald’s is tied for 16th spot out of 19 QSRs. I applaud McDonald’s for the move.
Experience Matters
OCTOBER 14, 2014
Related: State of CX Management, 2014 ). B2B CX Compelling Brand Values Customer experience Employee Engagement Purposeful Leadership Customer Experience Professionals Association CX Day CXPA MBUSA Mercedes Benz Steve Cannon' Alignment is well worth the investment of time.
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Experience Matters
JANUARY 20, 2015
The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.
Customers That Stick
OCTOBER 6, 2014
CX Day is held on the first Tuesday of October, so this year it is being celebrated tomorrow, October 7, 2014. Here is a sample of the topics being covered: Linking CX Strategy to Corporate Strategy & Brand Values (Google hangout). Communication: A Pillar of Customer Experience Success (Twitter conversation).
Experience Matters
FEBRUARY 23, 2015
This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. Temkin Group’s research has shown that customer experience leaders demonstrate four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.
Experience Matters
JANUARY 6, 2015
In my post last year, I named 2014 “ The Year of Empathy.” Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. A strong brand provides guidance and motivation for employees and clarifies CX priorities.
CSM Magazine
MARCH 13, 2020
By providing your customers with a multiple-choice approach to renewal and win-back and a clear path to completing the customer journey, which is supported by rich content, customer service managers can deliver a customer experience that is consistent with both their organization’s commercial goals and brand values.
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