Do Voice of the Customer (VoC) programs provide valuable feedback?
Listening to customers is critical to understand how the experience is working in reality. We think we designed things well. …
Tag Archives: Customer Experience
The One Chart Every CEO Should Study | The ROI of Customer Experience
Customer Think reports that last month, Watermark Consulting released its latest cross-industry Customer Experience ROI Study. The study, which has become …
How Digital And CX Teams Collaborate To Deliver On Brand Promise
Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to …
Alert: The digital experience is about people
Is customer experience an art or science? It is part art and part science and a whole lot of social …
An opportunity to listen, learn, engage and improve the customer experience.
You are ready to open your mind, your heart, and your imagination to create new journeys and experiences for your …
Was the experience fun?
In this day and age, we all should obsess over the customer experience. That is the focus that brings us …
Where does strategy start for the customer?
Kevin Schulman is founder and managing partner of DonorVoice, a company helps non-profits increase retention and donor loyalty with an …
The good, the bad and the ugly of customer service
I think, based on my experiences, that much of what is called customer service, is simple “go away”. Seth Godin …
Temkin Group eBook: Humanizing Customer Experience
Temking Group eBook: Humanizing Customer Experience The Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, …
Why is our culture, processes and customer experience competencies important?
Customer experience is not just a single thing that is turned on and then you are done. It is easy …
Three questions to think about when it comes to changing how we work with customers.
Doug Leather suggest there are three questions to think about when it comes to changing how we work with customers. …
Why is customer experience important?
Let’s first summarize some of the reasons customer experience does matter (a lot) again as the video sums them. In …
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 …
Why does optimizing the customer experience need to be a holistic and integrated must?
Optimizing the customer experience is a must for the whole organization. We need to see the whole customer, not just …
Who is in charge of the customer experience?
Who is in charge of the customer experience? The customer dictates both the what and the how of their experience. …
Why does the customer experience matter? Why is it at the top of the corporate agenda in almost every business?
Why does the customer experience matter? Let’s first look at why customer experience matters. We all know the obvious answers …
What are the six laws of Customer Experience? | Temkin Group Video
This video from the Temkin Group explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people …
Customer journey mapping: Knowing and involving the customer
Journey mapping is all about engaging and understanding as many customers as possible. Whether there are a few or many, …
Is digital customer engagement about voodoo? Is it art? Is it science?
Building a digital business is tough work. Digital engagement is not about voodoo. It is however as much about art …
What are customer journey maps and what can you do with them? What about design and emotion?
Customer journey mapping is usually done using personas. Personas are fictional characters, which you create based upon your research to …
What is the main point of building the digital business and the customer experience?
What is the main point of building the digital business and the customer experience? It is not to spend a …
Customer experience and customer journey mapping – An overview
Journey maps are very powerful in radically improving the customer experience. There are many methodologies and approaches on how to …
What about emotional connections and the customer experience?
Does the customer experience need more emotion? How customers feel about the experience they are having with us is important. …
Customer experience: Can it be managed?
There is a whole discipline around customer experience management. Ton’s has been written about it. Digital technology supports it. Can …
What are the customer experience gaps? How can we close them to connect customer and business value?
The are always huge gaps in the experience that our customers are having. In the digital world, this happens at …
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 …
Digital business change — Silos, responsibility and skills
When creating a digital business, we need all the help we can get. Since a digital business is ultimately about …
What is the gap in what the customer expects and what we deliver?
What do customers really want? Are we delivering it? Is there a gap? Customers have certain goals in mind when …
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 …
There comes a moment where a potential customer makes a decision to engage
There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …
The digital business journey and the hyper-connected consumers need for holistic optimization
We know we need to move faster. The digitization of our world is moving at hyper speed. Consumers and businesses …
Digital business change and the customer experience
You are going to have a lot of digital change initiatives and projects going as you accelerate the pace of …
Digital business change focuses on the future and outcomes
You’ve committed to moving your company forward to be more of a digital business. The journey has started. Excitement 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 …
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 …
