50 CX Tips: Simple Ideas, Powerful Results is available for free download on Customer Experience Matters ® blog
WABAN, Mass., Oct. 9, 2013 /PRNewswire/ — Temkin Group's research shows that 62% of large firms want to deliver industry-leading customer experience (CX) within three years. To help firms achieve those ambitions goals, Temkin Group has published a series of posts called 50 CX Tips: Simple Ideas, Powerful Results on his blog Customer Experience Matters®. These tips have been made available for free in the form of a highly visual infographic called 50 CX Tips and in an eBook with the same title.
The CX tips contain details about how companies can successfully apply the advice. The large collection of ideas for improving customer experience includes examples from Adobe, Amazon.com, Apple, BCBS of Michigan, Becker and Poliakoff, Big Lots, BMO Financial Group, Bombardier Aerospace, CDW, Charles Schwab, Citrix, Disney, EMC, Fidelity Investments, Hampton Inn, Hilton, IBM, Intersil, Intuit, JetBlue, Microsoft, Oklahoma City Thunder, Oracle, Safelite AutoGlass, Salesforce.com, SanDIsk, SimplexGrinnell, Southwest Airlines, Sovereign Assurance of NZ, Sprint, Starbucks, Stream Global Services, The Limited Sam's Club, USAA, VMware, and ZocDoc.
"A lot of companies are doing wonderful things to improve their customer experience," states Bruce Temkin, Managing Partner of Temkin Group. "It was fun to collect and share 50 examples."
Temkin Group has identifies four CX competencies that companies must master in order to become customer-centric: Purposeful Leadership (PL), Compelling Brand Values (BV), Employee Engagement (EE), and Customer Connectedness (CC). All 50 of the CX tips provide advice associated with one or more of these competencies. Here are the top 15 CX Tips:
- CX Tip #1: Help Customers Achieve Their Goals (CC)
- CX Tip #2: Make Employee Engagement a Key Metric (EE)
- CX Tip #3: Regularly Refresh Your Brand Promises (BV)
- CX Tip #4: Make Every Ending Count (CC)
- CX Tip #5: Lead with "Why" in Communications (PL, EE)
- CX Tip #6: Measure the Value of Key CX Metrics (PL, CC)
- CX Tip #7: Motivate Employees with Intrinsic Rewards (EE)
- CX Tip #8: Start Your Brand Marketing Internally (BV)
- CX Tip #9: Bring Customers to Life With Design Personas (CC)
- CX Tip #10: Tap Into Customer Insights from Unstructured Data (CC)
- CX Tip #11: Predict and Preempt Obstacles to Customer Value (CC)
- CX Tip #12: Map Your Customer's Journey (CC, EE)
- CX Tip #13: Cultivate Experience Design Skills (CC)
- CX Tip #14: Continuously Test Your Value Proposition (PL)
- CX Tip #15: Close the Loop Immediately with Detractors (CC)
The 50 CX Tips infographic and eBook can be downloaded from the blog, Customer Experience Matters, atExperienceMatters.wordpress.com.
For more information about Temkin Group, visit www.TemkinGroup.com.
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the author of a very popular blog, Customer Experience Matters(ExperienceMatters.wordpress.com). Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.
About Temkin Group: Temkin Group is a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an Email.
Customer Experience Matters is a registered trademark of Temkin Group.