PCxD concept defined by three key principles: Align through Purpose, Guide with Empathy, and Design for Memories
WABAN, Mass., March 18, 2014 /PRNewswire/ — Temkin Group, a leading customer experience research and advisory firm, released a new eBook: People-Centric Experience Design™ (PCxD™). PCxD provides a powerful model for transforming customer experience by tapping into how people think, act, and behave.
To better understand the human dynamics of customer experience, Temkin Group examined research from a diverse set of disciplines, such as leadership, design, organizational dynamics, and behavioral psychology. Based on these findings, Temkin Group developed the concept of People-Centric Experience Design as an approach for enlisting the support of employees while uncovering and fulfilling the needs of customers.
"Experiences are all about people, from the customers who interact with your organization to the employees who shape those interactions. Unfortunately most companies fail to recognize and deal with the human-side of these interactions," states Bruce Temkin, Managing Partner of Temkin Group.
Temkin Group defined PCxD as "Fostering an environment that creates positive, memorable human encounter." To achieve success with PCxD, Temkin Group calls on organizations to adopt three principles:
- Align through Purpose. Rather than making empty promises, successful organizations create and sustain a clear sense of purpose that inspires loyalty from customers and alignment from employees.
- Guide with Empathy. The myopic view created by organization silos is often reinforced by incentives focused on narrow domains, which creates a chasm between empathy and personal success. Companies must elicit human empathy, not selfishness, by sharing a deeper understanding of customers and their needs.
- Design for Memories. When it comes to loyalty, customer experience isn't very important. That's right, customer experience is not very important. What is important? Memories. By understanding how people truly remember things, organizations can focus on improving the most important moments.
This eBook report can be downloaded for free from the blog, Customer Experience Matters®, at ExperienceMatters.wordpress.com.
For more information about Temkin Group, visit www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as 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. Temkin Group also publishes Temkin Ratings (www.TemkinRatings.com), an annual evaluation of companies based on consumer feedback. For more information, contact Bruce Temkin at 617-916-2075 or send an email.
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.
Customer experience matters is a registered trademark of Temkin Group.