Experience Matters

OCTOBER 7, 2015

Yesterday was a great day, as Temkin Group joined customer experience professionals around the world in celebrating Customer Experience Day 2015. Since Temkin Group labelled 2015 as the Year of the Employee for customer experience, we carried that theme into our CX Day 2015 activities. It was an action packed 24 hours!

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2015 Customer Experience Webinar 2016 121

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. This norm creates a culture where avoiding interaction with the Customers is acceptable.

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Culture Customer Experience Customer Centricity Airlines 134

Customer Bliss

JUNE 7, 2016

We explore specific CX tactics Airbnb uses to create not only great customer experiences, but also how they have established a fun and rewarding employee culture. Culture, Behavior, and Operations. New Year’s Eve 2015 was one of their biggest days ever, with 1 million hosted guests on their platform. About Aisling.

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Culture Customer Experience 2015 Events 94

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195.

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2015 Customer Connectedness Customer Experience 2014 102

CX University

OCTOBER 31, 2024

Mauricio Alanís brings over 15 years of experience transforming organizations into more customer-centric cultures across Mexico and Latin America. Since 2015, CX University has been dedicated to developing experience makers and growing the discipline of Customer Experience worldwide.

Net Promoter Score 97

Net Promoter Score Customer Experience 2022 2024 97

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. The post 2015 Global Customer Service Report: Customer Expectations and Location, Location, Location appeared first on Parature.

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2015 Customer Expectations Customer Service Poor Customer Service 97

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Executives in companies with stronger CX competencies also tend to focus more on building a customer-centric culture and less on cutting costs. This is the sixth annual benchmark of CX activities, competencies, and maturity levels.

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2015 Customer Connectedness Management 2014 106

Beyond Philosophy

MARCH 16, 2015

Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. Too many are looking for a quick fix; too many fail to lead. It is not a slogan. Follow Colin Shaw on Twitter @ColinShaw_CX.

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2015 CEM 2002 Books 122

PeopleMetrics

JANUARY 23, 2015

Culture is the new black. Culture” took home the prize in 2014. Apparently, throughout the year, hundreds of thousands of people were looking for clarity in the broad, nebulous notion of culture. Apparently, throughout the year, hundreds of thousands of people were looking for clarity in the broad, nebulous notion of culture.

Customer Centricity 97

Customer Centricity Culture 2015 2014 97

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. A good customer experience strategy is totally dependent on the internal culture of an organization. How Developed is Your Customer-Centric Strategy for 2015? I love to hang around with entrepreneurs. What happens when companies scale?

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Heart of the Customer

DECEMBER 18, 2014

Yesterday, four of the CXPA’s CX experts spoke about the year in review, and what customer experience has in store for 2015. The post What’s the customer experience focus for 2015? Is it the role of emotions? Employee engagement? Crowdsourcing journey maps? appeared first on Heart of the Customer.

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2015 Customer Experience Customer Journey Mapping Customer Journey 83

PeopleMetrics

JULY 14, 2015

Winners of the 2015 Award are: Jen Beier of 1st National Bank. Brand Ambassadors are invaluable to customer-centric cultures, as they consistently deliver on customer expectations and expand the boundaries of quality service. PeopleMetrics is pleased to announce its 2015 award winners and congratulates the companies that employ them.

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Customer Centricity 2015 Brands 2014 88

GetFeedback

NOVEMBER 20, 2018

According to Campaign Monitor , 53% of emails were opened on mobile devices in 2015. Think about how you can showcase your company’s culture in 50 characters. Maybe it’s by referencing pop culture, playing with puns, or generally making the reader chuckle. Don’t be wordy—get right to the point.

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2015 Culture Advertising Feedback 246

Customer Bliss

FEBRUARY 26, 2015

Competency #5: Leadership, Accountability and Culture. To emulate culture, people need examples. Leadership behaviors are required for embedding the five competencies. For this work to be transformative and stick, it must be more than a customer manifesto. Commitment to customer-driven growth is proven with actions and choices.

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Chief Customer Officer 2015 Leadership Culture 161

Think Customers

NOVEMBER 18, 2015

For our 2015 1to1 Media Customer Champions, this notion acts as their guiding principle, as they recognize that, every employee must be engaged in order to deliver optimal customer experiences. Every successful executive understands that, ultimately, their employees reflect their leadership skills.

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Customer Centricity Culture 2015 Government 100

Experience Investigators by 360Connext

JUNE 1, 2015

A photo posted by Customer Experience Undercover (@360connext) on May 26, 2015 at 4:51pm PDT. ” Is this a promise to @bodybuildingcom customers or a reminder to their employees? I like to think it’s both! Wow ^jd #customerdelight #cx #brandimage. This reminded me of our #cxwebinar from May, which was just a few days before.

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Brands 2015 Roadmap Retail 234

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

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2015 Chief Customer Officer 2003 Customer Centricity 71

Experience Investigators by 360Connext

JULY 9, 2015

In today’s hectic but “I want the new thing” culture , this model seems to fill a need. A photo posted by Pink Bows & Twinkle Toes (@pinkbowstwinkletoes) on Jul 8, 2015 at 8:51am PDT. But the list of subscription products is a long one now. I canceled Julep via email, too. but I liked all of their products.

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2015 Social Media Consulting Customers 249

ProProfs Chat

AUGUST 21, 2020

According to a report , the top 10 companies in the Global Empathy Index 2015 generated 50% more earnings compared to the bottom 10. Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Clearly, empathy is both prevalent and much-needed for success.

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Culture Net Promoter Score Apparel Sales 105

Experience Matters

SEPTEMBER 21, 2016

During a period between 2011 and 2015, it is estimated that there were as many as 1.5 In case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers.

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2011 Leadership Culture 2015 118

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. If I led a cable company in the year 2015, I would do everything I could to become not only the service leader in my industry but a service leader across industries.

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Customer Service Poor Customer Service 2015 Wireless 146

TechSee

JUNE 16, 2022

As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

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Customer Service Contact Center 2022 Magazine 251

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. It’s the first trait we look for when hiring and it’s ingrained in our company culture. While this customer-focused philosophy is evident in our work culture, it’s also at the core of each of our products. Clarabridge. NICE Systems.

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2015 Multi-Channel 2014 CEM 97

Alida

OCTOBER 17, 2017

Instill a culture of patient-centricity. I am passionate about transparency, so much so that in 2015, I created the Physician Transparency List , a free resource to encourage hospitals to publish patient comments and ratings for each physician in their organization. The time to improve is now. Embrace transparency.

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Hospitality 2015 Retail Leadership 247

Experience Matters

JUNE 4, 2015

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). Because the company’s issues have to do more with it’s culture than with the number of people that it employs.

Customer Connectedness 102

Customer Connectedness Customer Experience 2015 Customer Centricity 102

Customers That Stick

OCTOBER 23, 2014

Topics include: How to drive a culture of service innovation into a traditional product company. Building a service innovation culture. Global perspectives on service research priorities for 2015. This day features CX pros such as Mary Murcott, President of The Customer Experience Institute and Erik Peterson of A.T.

Leadership 128

Leadership 2014 2015 Customer Service Training 128

Experience Investigators by 360Connext

DECEMBER 23, 2015

In 2015, The Onion showcased customer service (and lack thereof) many times. There’s a reason we all love The Onion, America’s finest parody news source. The Onion, with their satirical and sometimes silly headlines and articles, reflect back the world many of us are seeing. The post Know What Customers Expect?

Customer Expectations 154

Customer Expectations 2015 Consulting Article 154

Alida

AUGUST 24, 2016

I’m personally attracted to entrepreneurial culture, great branding and inspirational ideas. Promote your health and wellness packages, encourage healthy food choices, organize culture-building outdoor activities and support exercise throughout the workday. Emphasize your workplace culture. How will you keep us engaged?

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Engagement Culture Sports 2015 162

Beyond Philosophy

NOVEMBER 17, 2014

Google, is well known for having an Empowered culture that encourages employees to take ownership in their role in the company’s success. To learn about Beyond Philosophy’s Naïve to Natural Model in an upcoming professional training course, please register for our Naive to Natural Certification beginning February 2, 2015.

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Engagement ROI 2014 2013 164

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. If you have the belief, however, that articulating and designing a deliberate experience makes you a better organization you can overcome these challenges that are created by transformational change to your culture.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Tricia Morris

JULY 23, 2015

In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. The Microsoft partner customer service innovation awards contest runs during the same time as Microsoft’s second annual “//oneweek” scheduled July 27 – 31, 2015. Customer service and customer-centricity is definitely cool now.

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Innovation Customer Service 2015 Customer Service Representative 105

Beyond Philosophy

JUNE 12, 2015

It became part and parcel of our on-going communication and worked its way into the fabric of the organization culturally.”. If you enjoyed this post, you might be interested in the following blogs: Philosophies to Improve Your Customer Experience in 2015. Make Sure Your Customer Experience is “On Trend”. Reserve your spot today!

Net Promoter Score 137

Net Promoter Score Customer Experience 2015 2013 137

Customer Bliss

JULY 26, 2016

Named a 2015 Customer Champion by 1to1 Media, Renee Cacchillo is the Senior Vice President, Customer, Brand and Technology for Safelite ® Group, a leader in vehicle glass and claims management services. You need to move from widgets, spreadsheets, numbers, and KPIs to a “why” culture — and one centered around stories.

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Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

TechSee

APRIL 10, 2019

BT – Customer-centric culture. A company-wide customer-centric culture essentially places the customer at the heart of the organization, ensuring a positive experience both pre-sale and post-sale. BT has taken this opportunity seriously, instituting a company-wide customer-centric culture. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Up Your Service

DECEMBER 29, 2015

4 Rules for Getting it Wrong and Right in Building Service Culture. Measure the Leading Indicators of a Stronger Service Culture. The post Top 5 Provocative Posts from 2015 appeared first on UP Your Service. How to Increase Productivity and Improve Service Simultaneously. by Ron Kaufman. by Ron Kaufman. by Jocelyn Low.

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2015 Culture Measurement Communication 61

Customer Bliss

AUGUST 15, 2017

In 2015 she built up the new area of Customer Experience from scratch. Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. The Capabilities. Customer strategy. Measurement.

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Travel Hotels 2010 Customer Journey 204

Customer Bliss

JULY 3, 2018

Greg shares that when Larry Hogan became governor of Maryland in 2015, he had a strong focus on improving the business climate in Maryland. There was an urgency around changing the culture within the agency to become a culture of yes. Truthful and Transparent: We will advance a culture of honesty, clarity, and trust.

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Government Customer Experience Management Customer Experience Management 120