Remove 2015 Remove Brand Values Remove Employee Engagement
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Report: Lessons in CX Excellence, 2015

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards.

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8 CX Trends for 2015 (The Year of the Employee)

Experience Matters

With this post, I’m declaring 2015 “ The Year of the Employee.”. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year.

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Comcast: 5,500 New Employees Won’t Fix Customer Experience

Experience Matters

Comcast earned terrible ratings in both the 2015 Temkin Customer Service Ratings (last place out of 278 companies for the 2nd year in a row) and 2015 Temkin Experience Ratings (291st out of 293 companies). Compelling Brand Values : Brand attributes are driving decisions about how you treat customers.

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11 Customer Experience Trends for 2016 (The Year of Emotion)

Experience Matters

In my post last year I named 2015 “ The Year of Employee.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.

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Report: Lessons in CX Excellence, 2016

Experience Matters

The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms.

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The value of Corporate Social Responsibility (CSR) – and how to get it right

Qualtrics

For one thing, it can increase revenue and build brand value. Employee benefits. Kenexa’s findings linked higher CSR ratings with higher levels of employee engagement. The next generation of employees is seeking employers that are focused on people and the planet. As with consumers, so with employees.

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