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

OCTOBER 26, 2015

The tips will cover the four customer experience core competencies : Purposeful Leadership (PL) , Compelling Brand Values (CBV) , Employee Engagement (EE) and Customer Connectedness (CC). cx #custexp (CC).

Customer Connectedness 120

Customer Connectedness Tips Customer Experience 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

Experience Matters

FEBRUARY 23, 2015

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.

Customer Connectedness 120

Customer Connectedness Customer Experience Infographics Video 120

Experience Matters

JUNE 4, 2015

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. Compelling Brand Values : Brand attributes are driving decisions about how you treat customers.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 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

Clicktools

MAY 18, 2017

According to the Temkin Group, the four core competencies of customer experience are: Purposeful Leadership : Operate consistently with a clear set of values. Compelling Brand Values : Deliver on your brand promises to customers. Employee Engagement : Align employees with the goals of the organization.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Experience Matters

DECEMBER 15, 2015

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.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

GetFeedback

MAY 9, 2019

This means they operate consistently based on a clear set of values, holding themselves and their teams accountable for their particular ownership of the customer experience. . Employee engagement : Employees have to be fluent in the company’s CX goal and strategy.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. They can’t.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Eptica

APRIL 25, 2018

Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers. Employee Engagement: Align employees with the goals of the organization. Customer Connectedness: Infuse customer insight across the organization.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Lumoa

FEBRUARY 9, 2023

According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Purposeful Leadership: Leaders operate consistently with a clear set of values. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Lumoa

MARCH 20, 2018

According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Purposeful Leadership: Leaders operate consistently with a clear set of values. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Qualtrics

JANUARY 22, 2021

“Suddenly we realized Qualtrics was gaining great momentum in the market, and they had done an amazing job of breaking down experience management (XM) into the four pillars of brand (BX), product (PX), customer (CX), and employee (EX) experience,” Bruce explains. “It

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

Lumoa

MARCH 20, 2018

According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Purposeful Leadership: Leaders operate consistently with a clear set of values. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Experience Matters

JANUARY 8, 2018

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards.

Report 145

Report B2C B2B Groups 145

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards.

Report 120

Report B2C B2B Groups 120

Experience Matters

FEBRUARY 18, 2016

Over the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same.

Leadership 120

Leadership Management Study Technology 120

Experience Matters

JANUARY 19, 2016

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards.

Report 120

Report B2C B2B Groups 120

Experience Matters

OCTOBER 5, 2015

At the high end of the scale, the alignment around values is almost cult-like. 4) What Are the Elements of a Customer-Centric Culture? 5) How Customer-Centric Are Organizations? Temkin Group has identified six stages of maturity towards a customer-centric organization. 6) How Can You Build A More Customer-Centric Culture?

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120