Experience Matters
DECEMBER 15, 2015
With this post, I’m declaring 2016 “ The Year of Emotion.”. We agree and believe that customer experience is a reflection an organization’s culture and operating processes. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©. Effort Metric Expanding.
Experience Matters
JANUARY 19, 2016
We just published a Temkin Group report, Lessons in CX Excellence, 2016. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. Here’s the executive […].
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Experience Matters
DECEMBER 16, 2016
If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.
Experience Matters
DECEMBER 16, 2016
If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Hopefully you recognize that emotion […].
Smith+co CX
OCTOBER 19, 2017
Part one of a new series from Smith+Co exploring business value, communication and empathy. Another week, and another brand fails to live up to its values that promise so much. ” With such high customer experience aspirations, one has to question the degree of strategic intent that those statements were founded on.
Smith+co CX
JANUARY 21, 2016
I know I don’t just speak for myself when I say it’s good to see the back of those sleep-inducing articles that start with “Five predictions for 2016” and “2016 the year of the blah blah blah”. How to digitalise your digital digits in the digital year of 2016”. Everything starts and ends with your customer, and it always will.
Customer Alignment
NOVEMBER 14, 2017
In 2016, Ikea, Homebase and Asda also chose not to take part in Black Friday. Asda’s spokesman stated: “Following feedback from customers that they wanted low prices throughout the festive season and not just for one day, Asda took the decision to step away from Black Friday.” Game and Debenhams also fared well in 2016.
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