Experience Matters

JUNE 4, 2018

Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries. Of the companies we evaluated, 21st Century, Comcast, Cox Communications, and New York Life Read More.

Report 185

Report Study Industry Interaction 185

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. Customer Connectedness : Infuse customer insight across the organization.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Clicktools

MAY 19, 2017

Anyone who interacts with customers should have full visibility into those records, so that they can communicate in-context to meet each customer’s unique needs. It seems that CRM can sit a the center of at least two of the four competencies: employee engagement and customer connectedness.

CRM 45

CRM Customer Connectedness Employee Engagement Social Media 45

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Experience Matters

JULY 19, 2016

We just published a Temkin Group report, Five C’s of Mobile VoC Disruption: Best Practices for Embracing the Power of Mobile in Your Voice of the Customer Program. As mobile continues to grow in importance, companies will need to renovate their voice of the customer (VoC) programs.

Report 120

Report Groups Communication Company 120

Experience Matters

DECEMBER 29, 2015

This report identifies five strategies for simplifying VoC programs: Stakeholder Empathy, Tailored Insights, Feedback Rationalization, Loop-Closing, and Customer Journey Alignment. Download report for $195. Here are the best practices we discuss in the report: Download report for $195.

Report 120

Report Groups Consulting Feedback 120

Experience Matters

OCTOBER 13, 2015

Other firms to earn NPS of -5 or below are Commonwealth Edison , Pacific Gas and Electric , Charter Communications (TV service and Internet service), Comcast Internet service, RadioShack , Time Warner Cable Internet service, Cablevision Optimum , and Coventry Health Care.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

CSM Magazine

JUNE 3, 2021

Aim to involve all parts of the organisation to establish what connectedness means for your brand and communicate the definition widely. Lead from the top – the power to build confidence lies in the hands of business leaders, instilling a ‘can-do’ attitude that comes from a spirit of collaboration and shared learning.

Connections 52

Connections Customer Connectedness Gamification Call Recording 52

Experience Matters

OCTOBER 5, 2015

What is the company communicating? Companies often focus on the think level, hoping that a barrage of communications can drive culture change. 5) How Customer-Centric Are Organizations? Temkin Group has identified six stages of maturity towards a customer-centric organization. What do employees do when no one is looking?

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120