Experience Matters

SEPTEMBER 29, 2014

In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 The 2014 Temkin Experience Ratings of fast food chains shows that McDonald’s is tied for 16th spot out of 19 QSRs. I applaud McDonald’s for the move.

Customer Connectedness 105

Customer Connectedness 2014 ROI Brand Values 105

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. Temkin Group’s research has shown that customer experience leaders demonstrate four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

Experience Matters

OCTOBER 14, 2014

Change takes focused leadership. Related: State of CX Management, 2014 ). Related: The Untapped Value of Employee Engagement (Infographic) ). That’s why Cannon is so proud of MBUSA leadership academy. The bottom line : CX leaderships requires executive leaders like Steve Cannon. CX is about culture, not a veneer.

Webinar 111

Webinar Net Promoter Score Leadership B2B 111

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. A strong brand provides guidance and motivation for employees and clarifies CX priorities. Customer experience'

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

CX Journey

NOVEMBER 25, 2014

Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. Brands Will Get Emotional : Successful brands need to identify the emotional values in their categories and make them the foundation for meaningful positioning, differentiation, and authentic storytelling. believability criteria.

2015 68

2015 Brands 2014 Retail 68

SmartKarrot

APRIL 13, 2020

It was acquired by eBay in 2002 but split in 2014. It still continues to gain acclaim for its growth, product, and leadership. They use the ease of installation and integration of their software to leverage their brand value. The SaaS giant has a phenomenal history and today it operates in 202 countries worldwide.

2020 19

2020 2019 2002 2008 19