Experience Matters

FEBRUARY 23, 2015

This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ). How Do You Build A Customer-Centric Culture? ” Anyone who cares enough about CX to read this post is not a dummy.

Customer Connectedness 120

Customer Connectedness Infographics Customer Experience Video 120

Experience Matters

JULY 14, 2015

Customer journey mapping is a valuable tool, but Customer Journey Thinking can change your culture. Watch this short Temkin Group video to find out more… The bottom line : Your customers are on a journey, help them.

Customer Journeys 120

Customer Journeys Video Groups Culture 120

Experience Matters

OCTOBER 4, 2016

During this one hour video focused on Infusing Humanity into CX, we discuss some of Barry’s key findings about people and happiness, and […]. It’s CX Day in New Zealand, so that’s reason enough to kick off Temkin Group’s CX Day celebration.

Video 304

Video Groups Customer Connectedness Employee Engagement 304

Experience Matters

JUNE 4, 2015

Compelling Brand Values : Brand attributes are driving decisions about how you treat customers. Customer Connectedness : Customer feedback and insight is integrated throughout your organization. Watch this video: The bottom line : Build a customer-centric culture, don’t just add people.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. Customer-centric culture: Your company’s brand values must align with putting the customer’s needs first and fostering customer sympathy.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

FEBRUARY 9, 2023

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. More on customer experience if you’re curious: Complete guide: how to improve customer experience , What is customer experience (CX)?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Matters

MAY 18, 2015

Do you want to examine experiences through the eyes of your customers? Scenario Review) methodology where you go through a specific scenario with a specific customer type in mind, looking for experience flaws along the way. Try using Temkin Group’s SLICE-B Experience Review Methodology. Download SLICE-B Scorecard (.pdf).

Video 120

Video Groups Report Brands 120

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

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.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. No doubt you want to make every customer experience as great as possible. Most of customer journey maps focus solely on customers.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. No doubt you want to make every customer experience as great as possible. 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