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Tag Archives: Customer Experience
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 …
Mobile Is Eating The Customer Journey! Seventy-three percent of consumers will switch from a poorly designed mobile site to an alternative that makes purchasing easy.
In customer experience (CX), mobile is becoming everything. But, mobile success requires a lot more than just having an app …
Where does being a digital business happen? Can I escape it’s path?
Where does being a digital business happen? It happens everywhere. It has hit each and every industry and business sector. …
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 …
What 2 Questions Should I Start With?
Project management is very important. I can get consumed by it all. So many details, so little time. Let’s get …
Data Driven Customer Retention Strategies
A lot of companies implement strategies to retain customers based on what their competitors are doing. A far better way …
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 …
Customer Experience Maturity Model
There are all kind of maturity models. The Temkin Group has developed a great one for the customer experience. It …
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day …
If my company invests in the customer experience, will it work?
It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …
The customer conniption! Identifying and doing something about the ‘final straw’ moment.
We’ve all been there. We’ve all experienced it. It is the conniption fit. It is the final straw. A great …
What is the role of the customer experience team for the new marketing launch?
Our marketing department has a real focus and wants to launch a new campaign. They have done a lot of …
“It’s very difficult to reason with someone if their hair is on fire.” ~Seth Godin
This customer service summary from Seth Godin is right on target. We have all, way to often, experienced the opposite …
The Experience When Business Meets Design
Brian Solis was invited to present at FIC (Festival de Interatividade e Comunicação) in Porto Alegre, Brazil. While he couldn’t …
“There is nothing that a Big-Hearted Leader can do that is more important than turning his or her company or organization into a force for good.” ~Donn Sorensen
The customer experience, at its core, is a matter of the heart that is obsessed with serving the customer. Donn …
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” – Jeff Bezos
What is the urgency of transforming (changing) the digital customer experience. Just think of the many customer experience fails that …
What does an amazing “unboxing experience” look like?
Today’s customers are shopping online much more often than in past years. This change has had a profound impact on …
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 …
Three things marketers must do to better serve customers in 2018
Marketing is playing a greater and increasingly significant role in the customer experience. Some companies are struggling with how to …
“Creating a digital culture isn’t about who’s in charge.” ~Julie Woods-Moss
Let’s face it, a lot of posturing about culture is about “who is in charge”. We don’t like to admit …
“Innovation can’t and shouldn’t be tech for the sake of tech, it should always be solving real human problem.” ~Healy Cypher
Innovation continues to be the big thing. CEO’s seem very enamored by it. Recently I saw a CEO create a …
“There is only one boss. The customer.” – Sam Walton
We all know it is true. Our efforts should be focused on the customer and customer experience. Great company C-Suite …
The Customer Experience of AI: Five Principles to Foster Engagement, Innovation and Trust
Artificial Intelligence is not going away and it will have a profound impact on the customer experience. Will they be …
“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 …
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
There is a lot of talk and hype about the “learning organization”. Learning what? Here are some more questions. Please …
“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 …
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 …
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 …
“Engaged employees are in the game for the sake of the game; they believe in the cause of the organization.” –Paul Marciano, Ph.D.
Do you believe employee engagement is important? Does it play a role in the top or bottom lines? Employee engagement …
As a leader, I must provide a compelling vision for the future
You role is one of a leader and you want more of a focus on the customer experience. What should …
Unified data and a unified experience is supported by an Omni-Channel approach
Unified data and a unified experience is supported by an Omni-Channel approach. Omni-channel creates a unified approach seamlessly across channels …
Why The Best CEO’s Invest in Customer Experience
Customer experience is a hot topic for companies of all sizes and industries. Here is a compilation video for you …
Unifying Online & Offline Customer Data for a Consistent Experience
The challenge of creating meaningful relationships is complicated by an abundance of data from both online and offline sources, as …
Employees will provide an amazing customer experience. What should I focus on today?
When it comes to the customer experience, it is important to think through very carefully what will employees actually do. …
What is the (ROI) return on the investment in the stunning?
There comes a time where we have to make a decision. What will we invest in? It is a serious …
Why Customer Experiences should be intentional
As a digital executive, design is important. What is being sold is important but the experience the customer has in …
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 …
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 did I start this journey in the first place?
Transformation isn’t easy. We all know that most transformation initiatives, of any kind, fail. The reasons are well known. Too …
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 …
“Highly engaged employees make the customer experience. Disengaged employees break it.” ~Timothy R. Clark
Do I believe that highly engaged employees make a difference in the customer experience? There is plenty of evidence and …
Am I willing to prioritize customer experience investments to keep my promise?
We have made promises to our customers. They may not have been well thought out but we have made them. …
Your Customer Experience Measurement Guide – CX – perience
We know the customer experience is important. We struggle with how to measure it. At the end of the day, …
Will your company be customer experience driven?
There is no denying that companies are embracing the whole “customer experience” phenomena. This year even more companies will adopt …
How did I feel about that experience? Was it fun?
Many things make up the customer experience. Three that many agree on are achieving a goal, the effort it takes …
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