Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 217

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 217

ECXO

JUNE 11, 2023

But … CX programmes have gained limited traction in a sector that is still working out how to shift to customer-centric business models. Define your brand values and messaging – having a clear set of brand values and messaging is essential to creating a consistent experience across all touchpoints.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Experience Matters

SEPTEMBER 10, 2015

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas.

Customer Centricity 120

Customer Centricity Culture Report Case Study 120

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

MARCH 8, 2023

To stand out and be different, telcos must think outside the box and emphasize their brand value in day-to-day operations and CX. This can be achieved by living up to customer promises and delivering a unique brand experience. All companies must provide customers with value in return for their opt-ins.

Industry 195

Industry Customer Centricity Telecommunications Customer Satisfaction 195

Beyond Philosophy

NOVEMBER 26, 2014

We use a Customer Experience Assessment model called Naive to Natural to assess whether companies focus on Customers primarily. 7 Reasons Brand and Customer Experience Are Disconnected. They haven’t, however, brought the brand promise concept and applied it to the day-to-day activity of the company.

Brands 129

Brands Advertising Customer Centricity Brand Values 129

ShepHyken

OCTOBER 13, 2017

That’s important because customer-centricity continues to be the driving force behind sales, and true customer loyalty. So, what’s the future of brand loyalty? Build relationships with better engagement. If you’re only engaging during, around, or because of the purchase process, you’re doing it wrong.

Customer Centricity 76

Customer Centricity Loyalty Loyalty Programs Rewards Programs 76

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 120

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Second to None

APRIL 26, 2018

Understanding how employees perceive the workplace created by your organization can help you make tangible changes that lead to higher levels of engagement, ultimately helping establish employees as better equipped to provide a great experience to each individual customer that walks through your doors.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Experience Matters

JUNE 4, 2015

Unless the company develops a more customer-centric culture, then adding people will at best only create superficial improvements. Comcast (and its peers) need to focus on building all four customer experience core competencies : Purposeful Leadership : Leaders operate consistently with a clear, well-articulated set of values.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

ECXO

AUGUST 21, 2024

Here’s how you can become the King Midas of Customer Experience in your organization. Embrace a Customer-Centric Mindset To start your journey towards CX royalty, you must wholeheartedly embrace a customer-centric mindset. Equip them with the skills and knowledge they need to excel in customer interactions.

Social Media 156

Social Media Touchpoint Net Promoter Score Effort Score 156

Experience Matters

APRIL 23, 2015

Between 3:00 EDT and 4:00 EDT, Aimee Lucas, Jen Rodstrom, and Bruce Temkin will discuss the topic, Building a Customer-Centric Organization during a Tweet Chat using the hashtag #TemkinGroupChat. How does your organization’s mission support the customer experience? Q3: Compelling brand values are created with promises.

Brand Values 120

Brand Values Groups Customer Centricity Leadership 120

Beyond Philosophy

NOVEMBER 17, 2015

The associates (muses) are tasked with not just “making the sale,” but first and foremost to engage with the Customer. In other words, the muses must determine how the Customer wants the experience to go that day, and then deliver that version of it. One key for a luxury brand is called “aspiration.”

Brand Values 60

Brand Values Retail Brands Fashion 60

Experience Matters

FEBRUARY 23, 2015

To understand how companies create customer experience, you need to understand The Six Laws of CX , which are described below in the short video and infographic. How Do You Build A Customer-Centric Culture?

Customer Connectedness 120

Customer Connectedness Infographics Customer Experience Video 120

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

CSM Magazine

FEBRUARY 5, 2025

Heres how to build their knowledge: Product/Service Deep-Dive: Walk your rep through every feature, benefit, and common customer pain point associated with your offering. Brand Values: Share your brand story, mission, and core values. Lead by example by showing your new rep that customer satisfaction is a priority.

Training 52

Training Knowledge Base Customer Centricity Culture 52

CloudCherry

JULY 25, 2018

They’re twice as likely to require partners to adhere to their standards, and three times as likely to have their customer experience systems integrated with partners directly. 75% feel it is one of the most important components of their brand value, compared with 46% on average and 21% among low-performing firms.”.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. CX Training & Engagement. They can’t.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Matters

APRIL 3, 2015

Our research has shown that customer-centric organizations demonstrate four CX core competencies : Purposeful Leadership :Leaders operate with a clear, well-articulated set of values. Compelling Brand Values : Brand attributes drive decisions about the company treats customers.

Culture 120

Culture Customer Connectedness Airlines Employee Engagement 120

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Maz Iqbal

DECEMBER 5, 2015

The sense of honour … Continue reading On Customer Experience, Brand Values, and a “Sense of Honour”

Brand Values 48

Brand Values Brands Customer Experience Strategy 48

Experience Investigators by 360Connext

APRIL 2, 2024

‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. I use online chat to engage. <- And for good reason! <- Why?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. With a quick Amazon book search, customer service keyword results are north of 100,000. Employee engagement hovers around 9,000. The customer calls it “shopping elsewhere.”. That says a lot.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Experience Investigators by 360Connext

APRIL 2, 2024

‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. I use online chat to engage. <- And for good reason! <- Why?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

InMoment XI

MARCH 27, 2024

To get ahead, your organization must commit to delivering seamless digital experiences, build a strong foundation for automotive reputation management, and invest in technology that will better engage consumers and make every part of the customer journey pain-free, even long before they set foot in your physical locations.

Automotive 195

Automotive Management Social Media Feedback 195

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. As more companies roll out their CX change efforts, we expect to see them look for ways to train large groups of employees – to teach them basic CX concepts and to instill a sense of customer empathy.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

NobelBiz

APRIL 16, 2024

Not all businesses have the ability or the resources to effectively engage customers across multiple channels. The concept of omnichannel customer engagement has been around for a while now, yet not all companies utilize it correctly or at all. Why is an Omnichannel Customer Engagement Strategy Important for Businesses?

Omni-Channel 52

Omni-Channel Customer Engagement Engagement Contact Center 52

Alliance by IFS

MARCH 28, 2019

With a rigorous on-boarding process in place, they educate on brand value, performance standards and customer expectations. By aligning organizational activities with the needs and expectations of customers, organizations are better able to train employees to be customer-centric and effectively gauge their performance.

Video 90

Video Customer Centricity Customer Satisfaction Knowledge Base 90

CSM Magazine

NOVEMBER 15, 2024

Appealing slogans are ones that address specific customer needs or preferences. For instance, if the audience values reliability, the slogan could highlight dependability. A customer profile helps in crafting messages that engage and persuade the audience. These could include integrity, innovation, or customer-centricity.

Customer Service 52

Customer Service How To Social Media Culture 52

SuiteCX

OCTOBER 4, 2017

Use these techniques so your company really understands the customers and knows what to do to engage with them in a way that will be successful. We need to move from our planned communications to using predictive analytics and automation to fix issues before the customers know they exist. So begins the downward spiral.

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

SuiteCX

OCTOBER 4, 2017

Use these techniques so your company really understands the customers and knows what to do to engage with them in a way that will be successful. We need to move from our planned communications to using predictive analytics and automation to fix issues before the customers know they exist. So begins the downward spiral.

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement CEM 48

BirdEye

MARCH 27, 2025

Your Instagram username is more than just a handleits your brands digital first impression. Before a potential customer clicks “Follow” or engages with your content, your username sets the stage for how they perceive your business. Examples: @LACarClinic, @MidwestMotorHub Add customer-centric action words.

Brands 52

Brands Tips Social Media Examples 52

Clicktools

MAY 18, 2017

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. Compelling Brand Values : Deliver on your brand promises to customers.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

ProProfs Chat

JULY 30, 2021

If your customers are not familiar with your brand values or your offerings, they will be hesitant to purchase your products. Hence, having a positive brand image makes it easy to sell your new products. (b) Back then, Amazon made use of the brand positioning strategies to outwit the competitors.

Brands 111

Brands Net Promoter Score Social Media e-support 111