Experience Matters

OCTOBER 26, 2015

The tips will cover the four customer experience core competencies : Purposeful Leadership (PL) , Compelling Brand Values (CBV) , Employee Engagement (EE) and Customer Connectedness (CC). Here are the 100 #CX Tips: #CXtip 1 : Examine #insights for #customers’ journeys, not for individual, siloed interactions. #cx

Customer Connectedness 132

Customer Connectedness Customer Experience Reference Brand Values 132

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

OCTOBER 8, 2014

Your customers are the same. You need to understand, care about, and actively design for your customers’ emotional states. Goals, not just interactions. When customers interact with you, it’s often part of a broader goal. Spread the focus across your organization using Customer Journey Thinking.

Customer Connectedness 119

Customer Connectedness Brand Values Events Customer Journey 119

GetFeedback

MAY 9, 2019

What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? Why is customer experience important? The short answer: Customer experience determines whether your organization succeeds or fails. This one’s easy.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Clicktools

MAY 18, 2017

Compelling Brand Values : Deliver on your brand promises to customers. Customer Connectedness : Infuse customer insight across the organization. Competency 2: Compelling Brand Values. Communicating brand values enhances both customer and employee experience.

Technology 51

Technology Customer Connectedness Brand Values Leadership 51

Eptica

APRIL 25, 2018

The scale measures how companies approach customer experience , the level of senior management involvement in decision making, how they interact with and listen to customers, and use their feedback to drive change. Purposeful Leadership: Operate consistently with a clear set of values.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Contact Center Loyalty Aspirations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132