New Research Shows Strong ROI of CX
The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. …
The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. …
It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …
This is not all about data. At the end of the day, customers will expect a great (unified) experience across …
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
We ought to count the cost. Is it worth it to provide a horrible or even mediocre customer experience? What …
How important is it to provide our customers a seamless experience? Is the experience they have today better that it …
Customer experience is not about voodoo. It is however as much about art as about science. It also draws heavily …
Listening to customers is critical to understand how the experience is working in reality. We think we designed things well. …
Customer Think reports that last month, Watermark Consulting released its latest cross-industry Customer Experience ROI Study. The study, which has become …
Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to …
Is customer experience an art or science? It is part art and part science and a whole lot of social …
You are ready to open your mind, your heart, and your imagination to create new journeys and experiences for your …
In this day and age, we all should obsess over the customer experience. That is the focus that brings us …
Kevin Schulman is founder and managing partner of DonorVoice, a company helps non-profits increase retention and donor loyalty with an …
I think, based on my experiences, that much of what is called customer service, is simple “go away”. Seth Godin …
Temking Group eBook: Humanizing Customer Experience The Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, …
Customer experience is not just a single thing that is turned on and then you are done. It is easy …
Doug Leather suggest there are three questions to think about when it comes to changing how we work with customers. …
Let’s first summarize some of the reasons customer experience does matter (a lot) again as the video sums them. In …
Is being “OK” good enough? How should we approach the mammoth issue of improving the customer experience? It is on …
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? The customer dictates both the what and the how of their experience. …
Why does the customer experience matter? Let’s first look at why customer experience matters. We all know the obvious answers …
This video from the Temkin Group explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people …
Journey mapping is all about engaging and understanding as many customers as possible. Whether there are a few or many, …
Building a digital business is tough work. Digital engagement is not about voodoo. It is however as much about art …
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? It is not to spend a …
Journey maps are very powerful in radically improving the customer experience. There are many methodologies and approaches on how to …
Does the customer experience need more emotion? How customers feel about the experience they are having with us is important. …
There is a whole discipline around customer experience management. Ton’s has been written about it. Digital technology supports it. Can …
The are always huge gaps in the experience that our customers are having. In the digital world, this happens at …
There are three different pillars of experience, 1) Technology, 2) Brand and 3) Design. But more importantly, a great approach …
When creating a digital business, we need all the help we can get. Since a digital business is ultimately about …
What do customers really want? Are we delivering it? Is there a gap? Customers have certain goals in mind when …
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. They may be just “testing the waters” …
We know we need to move faster. The digitization of our world is moving at hyper speed. Consumers and businesses …
You are going to have a lot of digital change initiatives and projects going as you accelerate the pace of …
You’ve committed to moving your company forward to be more of a digital business. The journey has started. Excitement is …
You have probably taken a survey with the question “How likely are you to recommend this company to a friend …
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? It happens everywhere. It has hit each and every industry and business sector. …
The Temkin Group has a free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read …
Project management is very important. I can get consumed by it all. So many details, so little time. Let’s get …
A lot of companies implement strategies to retain customers based on what their competitors are doing. A far better way …
If you are interested in moving the conversation (and action) ahead at your company on Customer Experience, here is some …
Voice of the Customer (VoC) programs are a critical component for many customer experience efforts. This infographic examines those efforts. …
How does the CX Institute fill a customer experience transformation gap? What does customer-centric training look like? How important is training …
Temkin recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on …