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 123

Customer Connectedness Brand Values Leadership Customer Centricity 123

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 61

Customer Connectedness 2016 Customer Experience Customer Centricity 61

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 105

Customer Connectedness 2014 ROI Brand Values 105

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 119

Customer Connectedness Brand Values Events Customer Journey 119

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 102

Customer Connectedness Customer Experience 2015 Customer Centricity 102

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 51

Technology Customer Connectedness Brand Values Leadership 51

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 128

Culture Customer Connectedness Airlines Customer Centricity 128

Experience Matters

NOVEMBER 20, 2014

Great companies have employees that understand and embrace their role in delivering on brand promises. This is also the essence of one of our four CX core competencies, “ compelling brand values.” The bottom line : Simply stay focused on your customers and your brand. ” Growth is an Outcome.

Customer Connectedness 98

Customer Connectedness Brand Values Metrics Brands 98

Eptica

APRIL 25, 2018

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. They need to be ambassadors for your company, and always put the customer first.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

GetFeedback

MAY 9, 2019

They’re also empowered with the necessary tools and encouraged to actively contribute to the customer experience. Customer-centric culture: Your company’s brand values must align with putting the customer’s needs first and fostering customer sympathy.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

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.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

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.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Lumoa

FEBRUARY 9, 2023

Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

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 26

Customer Connectedness Leadership Management Customer Experience Professionals 26

Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

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 90

Leadership Management Technology Brand Values 90

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 75

2017 B2C 2016 B2B 75

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 58

2018 2017 B2C B2B 58

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 74

2016 B2C 2015 B2B 74

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 48

2017 B2C 2016 B2B 48

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 120

Culture Customer Connectedness Customer Centricity Customer Experience Professionals 120