Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.

Report 120

Report Customer Connectedness Management Effort Score 120

ijgolding

SEPTEMBER 24, 2015

Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. The 2015 results appear to go a step further. It is what customers experience. Expectations – Managing, meeting and exceeding customer expectations. Rather, a brand is what a brand does.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. Effort Metric Expanding. Every interaction has three components: Success, Effort, and Emotion.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

CX Journey

AUGUST 16, 2017

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Companies with high or improving scores had higher stock returns than their competitors and outperformed market indexes.

Customer Experience 142

Customer Experience ROI Airlines Insurance 142

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. About Mark. CX Meeting In A Box. They actually created a physical box.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. Those don’t do much to actually improve the experience, either. Who will your customers be?

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

CX Journey

MAY 7, 2015

I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. Bruce started off his presentation with answering: What is customer experience? How are companies doing?

Customer Experience 80

Customer Experience Hotels Insurance Effort Score 80