Experience Matters

JUNE 16, 2017

We recently had an experience with Comcast that shows the importance of Customer Journey Thinking™.

Customer Journeys 150

Customer Journeys Examples Customer Experience Customer Connectedness 150

Experience Matters

JANUARY 8, 2018

Here’s the executive summary: This past November, we named six organizations the winners of Temkin Group’s 2017 Customer Experience Excellence Award – AARP, Allianz Worldwide Partners, Century Support Services, Nurse Next Door Home Care Services, Reliant, and Sage. This report: Highlights specific examples of Read More.

Report 145

Report B2C B2B Groups 145

Experience Matters

AUGUST 9, 2016

Here’s an example. I’m having a great time in Australia, enjoying the country while (hopefully) sharing some strong CX skills and knowledge during events in Sydney and Melbourne. One of the things that I noticed in Sydney were the road signs.

Customer Journeys 120

Customer Journeys Customers Examples Customer Connectedness 120

Experience Matters

JUNE 19, 2015

Take a look at the confusing status items: This is an example of what I call the Design of Little Things (DoLT). So many organizations invest in good ideas, but fail to do the little things that will create a really positive experience for customers. While it’s a wonderful idea, the design falls flat.

Hospitality 120

Hospitality Tools Examples Customer Experience 120

CSM Magazine

JUNE 3, 2021

For example, Calabrio Analytics customers can apply the new Enterprise CXI dashboards to get going. “We WEM solutions can unify call recording, quality management, workforce management, multichannel analytics and advanced reporting in a single easy-to-use platform for all-round IT connectivity and customer connectedness.

Connections 52

Connections Customer Connectedness Gamification Call Recording 52

Experience Matters

NOVEMBER 16, 2015

I just ran into a great (negative) example of my 6th CXtip : Don’t waste customers’ time asking them questions unless you are prepared to act on what they say. We were on vacation at a very nice resort (the name of the resort is not relevant for my discussion).

Survey 120

Survey Hotels Customers Measurement 120

Qualtrics

FEBRUARY 1, 2019

Companies that are truly customer-centric have a comprehensive toolset designed to manage and drive customer insight at every level of the organization. Take the messaging app Slack for example. Slack has been listening to customer feedback since its inception and was founded because of customer complaints with email.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Study 20

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 The Qualtrics XM Institute was born with Bruce and Karen at the helm. “We

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26