CSM Magazine

JUNE 24, 2021

Becoming a Connected Enterprise provides the next big step in the evolution of the contact centre but what does it really mean for your customers? Connectedness benefits everyone, from customers and customer service management to agents themselves.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage. And your programs and processes should reinforce customer connectedness.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Experience Matters

NOVEMBER 14, 2014

I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3.

Customer Connectedness 123

Customer Connectedness Brand Values Leadership Customer Centricity 123

Qualtrics

FEBRUARY 1, 2019

With so many opportunities to delight (or even disappoint) your customers, embedding customer-centricity throughout the organization, from the front lines to the back office has never been so important. The customer isn’t marketing’s job anymore, it’s everyone’s job. Are your insights fast enough?

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Books 20

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

MAY 12, 2015

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. Executives in companies with stronger CX competencies also tend to focus more on building a customer-centric culture and less on cutting costs. Download report for $195.

2015 106

2015 Customer Connectedness Management 2014 106

Experience Matters

MARCH 17, 2015

81% of respondents expect to put more focus on customer insights and analytics. Building a customer-centric culture and predictive analytics are the areas that jumped the most this year when respondents identified the things that would have a significant impact on their organization’s CX in three years.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

Experience Matters

APRIL 3, 2015

Our research has shown that customer-centric organizations demonstrate four CX core competencies : Purposeful Leadership :Leaders operate with a clear, well-articulated set of values. Compelling Brand Values : Brand attributes drive decisions about the company treats customers.

Culture 128

Culture Customer Connectedness Airlines Customer Centricity 128

Experience Matters

AUGUST 28, 2014

The bottom line : Help your business partners develop a customer-centric mindset. Customer Connectedness Customer experience' Use them to help “sell” the value of using your insights across other parts of the business.

Customer Connectedness 125

Customer Connectedness Customer Centricity Insights Events 125

Clicktools

MAY 18, 2017

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. Compelling Brand Values : Deliver on your brand promises to customers.

Technology 51

Technology Customer Connectedness Brand Values Leadership 51

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. In my post last year, I named 2014 “ The Year of Empathy.” CX Training & Engagement.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Experience Matters

APRIL 25, 2017

If you are only going to read only one thing about customer experience, then this report is it. It’s the blueprint for building a customer-centric organization… and it’s free. This blueprint to building a customer-centric organization is an update to our groundbreaking research that was […].

Customer Experience 91

Customer Experience Customer Centricity Customers Customer Connectedness 91

Experience Matters

SEPTEMBER 29, 2015

In this report, we identify 23 best practices for using CJMs, and these practices cut across five areas: 1) Find and Fix Problems, 2) Build a Customer-centric Mindset, 3) Design Innovative Experiences, 4) Create Strategic Alignment, and 5) Refine Customer Measurement.

Customer Journey Mapping 96

Customer Journey Mapping Customer Journey Download Customer Centricity 96

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Experience Matters

OCTOBER 4, 2016

It’s CX Day in New Zealand, so that’s reason enough to kick off Temkin Group’s CX Day celebration. I can’t think of a better way to start CX Day in The Year of Emotion, then to share my Q&A with Barry Schwartz.

Customer Connectedness 121

Customer Connectedness Customer Centricity Culture Engagement 121

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Definition 64

Definition Net Promoter Score Customer Experience B2C 64

Experience Matters

NOVEMBER 9, 2016

I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like.

2016 127

2016 Insights Customer Experience Customer Connectedness 127

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards.

2017 75

2017 B2C 2016 B2B 75

Experience Matters

FEBRUARY 23, 2015

To understand how companies create customer experience, you need to understand The Six Laws of CX , which are described below in the short video and infographic. How Do You Build A Customer-Centric Culture?

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

Experience Matters

NOVEMBER 9, 2016

I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like.

2016 101

2016 Insights Customer Experience Customer Connectedness 101

Experience Matters

JANUARY 8, 2018

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards.

2018 58

2018 2017 B2C B2B 58

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards.

2017 48

2017 B2C 2016 B2B 48

Experience Matters

JULY 9, 2015

Despite the claims, there is no single question that you can ask customers that will make companies customer-centric. Even the most ardent of NPS adopters gather feedback from customers using a lot of different questions. Can NPS be used to make an organization more customer centric? In many cases, yes.

Net Promoter Score 120

Net Promoter Score NPS Metrics Customer Centricity 120

Experience Matters

OCTOBER 5, 2015

Our research shows that customer experience leaders have more customer-centric and mission-centric cultures. 4) What Are the Elements of a Customer-Centric Culture? 5) How Customer-Centric Are Organizations? 6) How Can You Build A More Customer-Centric Culture? Cultural Intensity.

Culture 120

Culture Customer Connectedness Customer Centricity Customer Experience Professionals 120