Propelling experience design in your digital business
There are three different pillars of experience, 1) Technology, 2) Brand and 3) Design. But more importantly, a great approach …
Tag Archives: Temkin
What is the ROI of Customer Experience improvement and initiatives?
The Temkin Group just published a great report, ROI of Customer Experience, 2018. This is updated annually. Bottom line, there is …
What is Net Promoter Score?
You have probably taken a survey with the question “How likely are you to recommend this company to a friend …
Six Laws of Customer Experience (Infographic)
The Temkin Group has a free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read …
Introducing CX Sparks: Customer Experience Discussion Guides
If you are interested in moving the conversation (and action) ahead at your company on Customer Experience, here is some …
Building A Strong Voice of The Customer Program (Infographic)
Voice of the Customer (VoC) programs are a critical component for many customer experience efforts. This infographic examines those efforts. …
What does Training For a Customer-Centric Organization look like? (Infographic)
How does the CX Institute fill a customer experience transformation gap? What does customer-centric training look like? How important is training …
Temkin Experience Ratings Software Snapshot
Temkin recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on …
“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” ~Chip Bell
In the Gallup Customer Engagement Survey, the final question asked is “I can’t imagine a world without XYZ.” The rating …
Customer Experience Maturity Model
There are all kind of maturity models. The Temkin Group has developed a great one for the customer experience. It …
15 Customer Experience Trends for 2018 (Infographic)
Last month, Temkin Group published its annual list of CX trends and they labelled 2018 “The Year of Humanity.” Here’s an …
What is the state of Customer Experience metrics for 2017?
The State of CX Metrics, 2017 December 2017 Temkin Group does really great work. They surveyed 169 companies to learn …
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” ~Donald Porter
We can continuously learn but none of our efforts are perfect. There is lots of data to suggest the power …
Does the customer experience matter? Does it correlate to loyalty?
Once again, Temkin Group is publishing a new infographic that is very helpful. Some tidbits: The customer experience does relate …
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 …
The Human Conversational Model (Infographic)
In the report, Humanizing Digital Interactions, the Temkin Group decoded successful person-to-person interactions as a step in developing the Human Conversational Model. …
Economics of Net Promoter Score. Does it make a difference?
As executives, we are always faced with the question of will improving the Customer Experience make a difference? A number …
Why is employee engagement foundational to customer engagement?
Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who …
Apple and Google Lead Software Industry in Customer Experience
The customer experience is gaining traction and measuring it has become critical. From a personal point of view, it isn’t …
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