Customer Experience = Success + Effort + Emotion
What is the definition of customer experience? There are a few floating around out there. Here is a great one …
Tag Archives: Bruce Temkin
What are the laws of customer experience?
The day of Customer Relationship Management (CRM) is over. The era of Customer Experience Management (CEM) has arrived. Here are …
Reflecting On 6 Principles Of Success | Lessons from Bruce Temkin over the last decade or so of building a successful business, creating a world-wide association, and nurturing the CX movement.
From Bruce Temkin. This is am amazing summary well worth taking to heart as a roadmap to success. Given the …
How do we get started on the customer experience change journey?
Is being “OK” good enough? How should we approach the mammoth issue of improving the customer experience? It is on …
“To consistently differentiate your customer experience, you need to transform your culture.” ~Bruce Temkin
Changing culture is very tough. Some days it almost feels impossible. Is it worth it to build a culture based …
Epidemic of Emotionless Experience Design
Bruce Temkin and his team are onto something. There are at least 3 core pillars to the customer experience. Many …
Humanizing Digital Interactions model
Here are some highlights from a recent Temkin Group Report: They developed The Human Conversational Model, which is made up of …
What is our responsibility to engage employees in the customer experience obsession?
It is a leadership responsibility to engage employees in our customer experience obsession. We know it leads to higher levels …
Building a Strong Voice of the Customer Program (Video)
Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the …
Temkin Well-Being Index for U.S. Consumers Jumps To Highest Levels
The Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, they track …
Is this the year of purpose?
It is a great question to think about. Will I be purposeful? It’s once again the time of year when …
How should we organize ourselves to deliver a stunning customer experience?
Bruce Temkin does great work on customer experience. He has identified characteristics of mature customer experience approach. This is essential …
In the world of customer experience, what does the path look like?
Customer experience does matter. It isn’t easy to get there but a road-map does exist. Temkin Group’s research shows that companies …
What are the seven stages to embracing customer insight data in a world obsessed with customers?
It isn’t easy to change. None of us get there overnight. There is no road to Damascus conversion, so to …
Customer experience focus suggestions
Bruce Temkin has labeled 2016 as The Year of Emotion. Emotion is many times missing from our experience equation. How an …
How to make employee engagement a key metric
When employee engagement becomes foundational to how you do business as a part of people initiatives, it will become a …
What is the return on investment in the customer experience?
People always ask about the connection between customer experience and business results. Well, here’s some visual evidence of the linkage. …
11 Customer Experience Trends for 2016 (The Year of Emotion)
There are lots of list like this at this time of year. Bruce Tempkin always has great insight. Culture change …
Is there an ROI to the customer experience?
Is there a correlation between a great customer experience and loyalty? We all want to know, does it work? Annually, …
What is the definition of Customer Experience?
What is the definition of customer experience? There are a few floating around out there. Bruce Temkin, CEO of the …
Do You Know The 6 Laws of Customer Experience?
The day of Customer Relationship Management (CRM) is over. The era of Customer Experience Management (CEM) has arrived. Here are …
What distinguishes purposeful leaders focused on amazing customer experiences?
Bruce Temkin at Customer Experience Matters has done a masterful survey on what distinguishes purposeful leaders. Purposeful leadership is key to …
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