Remove Communication Remove Customer Connectedness Remove Employee Engagement
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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). Compelling Brand Values : Brand attributes are driving decisions about how you treat customers.

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

Experience Matters

Compelling Brand Values : Brand attributes drive decisions about the company treats customers. Employee Engagement : Employees are fully committed to the goals of the organization. Customer Connectedness : Customer feedback and insight is integrated throughout the organization. Well it can’t.

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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.

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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

Long-term actions are based on the analytics results of 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.

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Customer Experience Strategy: An A to Z Glossary

Lumoa

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.

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How does technology support the CX core competencies?

Clicktools

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.

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CRM still a major force behind unified CX

Clicktools

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.

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