Brand Values, Brands and Customer Connectedness

An Article On Customer Experience That Actually Makes Sense

GetFeedback

MAY 9, 2019

Think about the last time you had a great experience with a brand. Now think about the last time you had a really bad experience with a brand. . That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants.

Article

Article Customer Experience Metrics Customer Journey Mapping

100 Customer Experience Tips in 105 Characters (Or Less)

Experience Matters

OCTOBER 26, 2015

The tips will cover the four customer experience core competencies : Purposeful Leadership (PL) , Compelling Brand Values (CBV) , Employee Engagement (EE) and Customer Connectedness (CC). Here are the 100 #CX Tips: #CXtip 1 : Examine #insights for #customers’ journeys, not for individual, siloed interactions. #cx

Customer Connectedness

Customer Connectedness Customer Experience Reference Brand Values

CX for Smarties, A Beginner’s Guide to Customer Experience

Experience Matters

FEBRUARY 23, 2015

Temkin Group’s research has shown that customer experience leaders demonstrate four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.

Customer Connectedness

Customer Connectedness Customer Experience 2014 ROI

Examining Amazon.Com’s Relentless Customer Advocacy

Experience Matters

NOVEMBER 14, 2014

Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Amazon.com Arizona State University Center for Services Leadership' When asked about the trade-off between CX and bottom line results, Gathright explained that it’s not “either/or,” it’s more like “both/and.”.

Customer Connectedness

Customer Connectedness Brand Values Leadership Customer Centricity

Report: Lessons in CX Excellence, 2015

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

2015

2015 Customer Connectedness Net Promoter Score 2014

Lesson From Dana-Farber: Treat The Whole Person

Experience Matters

OCTOBER 8, 2014

Spread the focus across your organization using Customer Journey Thinking. Compelling Brand Values Customer Connectedness Customer experience Empathy Employee Engagement' Design for the whole person using People-Centric Experience Design. The bottom line : Start focusing on the whole person !

Customer Connectedness

Customer Connectedness Brand Values Events Customer Journey

Can I Get Some CX With That Big Mac?

Experience Matters

SEPTEMBER 29, 2014

To drive customer experience improvements across an organization as large as McDonald’s, Mr Ehle will need to focus on all four customer experience core competencies : Purposeful Leadership , Employee Engagement , Compelling Brand Values , and Customer Connectedness.

Customer Connectedness

Customer Connectedness 2014 ROI Brand Values

Report: B2B Customer Experience Best Practices

Experience Matters

NOVEMBER 24, 2015

Despite the fact that most large B2Bs have a low level of CX maturity, our research shows that 57% of them aspire to deliver industry-leading customer experience within three years.

B2B

B2B Customer Connectedness Customer Experience Brand Values

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

Experience Matters

APRIL 3, 2015

Our research has shown that customer-centric organizations demonstrate four CX core competencies : Purposeful Leadership :Leaders operate with a clear, well-articulated set of values. Compelling Brand Values : Brand attributes drive decisions about the company treats customers.

Culture

Culture Customer Connectedness Airlines Customer Centricity

Comcast: 5,500 New Employees Won’t Fix Customer Experience

Experience Matters

JUNE 4, 2015

Comcast (and its peers) need to focus on building all four customer experience core competencies : Purposeful Leadership : Leaders operate consistently with a clear, well-articulated set of values. Compelling Brand Values : Brand attributes are driving decisions about how you treat customers.

Customer Connectedness

Customer Connectedness Customer Experience 2015 Customer Centricity

Emotion and the Four Customer Experience Core Competencies

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness

Customer Connectedness 2016 Customer Experience Customer Centricity

8 CX Trends for 2015 (The Year of the Employee)

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. Brand (R)evaluations.

2015

2015 Customer Journey Mapping Contact Center 2014

Customer Centricity Requires All Four CX Core Competencies

Experience Matters

JULY 28, 2017

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Without Compelling Brand Values, the company is Adrift. Lacking Read More.

Customer Centricity

Customer Centricity Customer Connectedness Brand Values Leadership

CX Competency & Maturity Model (Video)

Experience Matters

JUNE 11, 2018

It defines how organizations flow through six stages of customer experience maturity: Ignore, Explore, Mobilize, Operationalize, Align, and Embed by mastering Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness

Customer Connectedness Brand Values Leadership Customer Experience

Simple Lessons From Great Clips’ Success

Experience Matters

NOVEMBER 20, 2014

It’s the largest and fastest growing hair care brand. Everyone is the Brand. Barton said “everyone in our organization can draw a line from them to how they affect the customer, or we don’t need them.” Great companies have employees that understand and embrace their role in delivering on brand promises.

Customer Connectedness

Customer Connectedness Brand Values Metrics Brands

Emotion and the Four Customer Experience Core Competencies

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Hopefully you recognize that emotion […].

Customer Connectedness

Customer Connectedness 2016 Customer Experience Customer Centricity

11 Customer Experience Trends for 2016 (The Year of Emotion)

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. This will change their role from experts of tools to collaborators of change.

2016

2016 Customer Experience Customer Connectedness 2015

How does technology support the CX core competencies?

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

Technology Customer Connectedness Brand Values Leadership

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

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Brand experience is a very close concept to customer experience, except the latter, refers to how customers reflect on your company.

Definition

Definition Net Promoter Score Customer Experience B2C

4 ways to transform your CX maturity levels

Eptica

APRIL 25, 2018

Author: Olivier Njamfa Brands understand that consumer expectations are continually rising. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. Purposeful Leadership: Operate consistently with a clear set of values. Published on: April 25, 2018.

Customer Connectedness

Customer Connectedness 2018 Brand Values Financial

Customer Experience Strategy: An A to Z Glossary

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. So let’s start!

Net Promoter Score

Net Promoter Score Customer Experience CEM B2C

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. So let’s start!

Definition

Definition Net Promoter Score Customer Experience CEM

Modernize Leadership: Shifting 8 Outdated Management Practices

Experience Matters

FEBRUARY 18, 2016

Over the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same.

Leadership

Leadership Management Technology Brand Values

Report: Lessons in CX Excellence, 2017

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards.

2017

2017 B2C 2016 B2B

Report: Lessons in CX Excellence, 2016

Experience Matters

JANUARY 19, 2016

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards.

2016

2016 B2C 2015 B2B

XM Institute Founder Bruce Temkin: ‘Every process that touches a human can be improved with XM’

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

Customer Connectedness

Customer Connectedness Leadership Management Customer Experience Professionals

Report: Lessons in CX Excellence, 2018

Experience Matters

JANUARY 8, 2018

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards.

2018

2018 2017 B2C B2B

Report: Lessons in CX Excellence, 2017

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards.

2017

2017 B2C 2016 B2B

Hungry for CX, Culture Eats Strategy For Lunch

Experience Matters

OCTOBER 5, 2015

At the high end of the scale, the alignment around values is almost cult-like. 4) What Are the Elements of a Customer-Centric Culture? 5) How Customer-Centric Are Organizations? Temkin Group has identified six stages of maturity towards a customer-centric organization.

Culture

Culture Customer Connectedness Customer Centricity Customer Experience Professionals

CXDNA Update

An Article On Customer Experience That Actually Makes Sense

100 Customer Experience Tips in 105 Characters (Or Less)

Trending Sources

CX for Smarties, A Beginner’s Guide to Customer Experience

Examining Amazon.Com’s Relentless Customer Advocacy

Report: Lessons in CX Excellence, 2015

Lesson From Dana-Farber: Treat The Whole Person

Can I Get Some CX With That Big Mac?

Report: B2B Customer Experience Best Practices

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

Comcast: 5,500 New Employees Won’t Fix Customer Experience

Emotion and the Four Customer Experience Core Competencies

8 CX Trends for 2015 (The Year of the Employee)

Customer Centricity Requires All Four CX Core Competencies

CX Competency & Maturity Model (Video)

Simple Lessons From Great Clips’ Success

Emotion and the Four Customer Experience Core Competencies

11 Customer Experience Trends for 2016 (The Year of Emotion)

How does technology support the CX core competencies?

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

4 ways to transform your CX maturity levels

Customer Experience Strategy: An A to Z Glossary

A to Z Guide to Customer Experience Definitions and Terms

Modernize Leadership: Shifting 8 Outdated Management Practices

Report: Lessons in CX Excellence, 2017

Report: Lessons in CX Excellence, 2016

XM Institute Founder Bruce Temkin: ‘Every process that touches a human can be improved with XM’

Report: Lessons in CX Excellence, 2018

Report: Lessons in CX Excellence, 2017

Hungry for CX, Culture Eats Strategy For Lunch

Stay Connected