Remove Communication Remove Customer Centricity Remove Customer Connectedness
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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Long-term actions are based on the analytics results of customer feedback.

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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). The breath of the issues demonstrate a very low level of customer experience maturity across the organization.

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Customer Experience Strategy: An A to Z Glossary

Lumoa

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!

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Data Snapshot: Customer Experience Expectations and Plans for 2015

Experience Matters

81% of respondents expect to put more focus on customer insights and analytics. The largest jump from last year is employee communications and engagement. Business impact Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer' Download report for $195.

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Report: The State of the CX Management, 2015

Experience Matters

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. Executives in companies with stronger CX competencies also tend to focus more on building a customer-centric culture and less on cutting costs. Download report for $195.

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What is Culture? How People Think, Believe, and Act

Experience Matters

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. Well it can’t.

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A to Z Guide to Customer Experience Definitions and Terms

Lumoa

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!