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CX Tip #37: Test for Cultural Fit Before You Hire 27 Aug 2013 | 06:00 pm
CX Tip #37: Test for Cultural Fit Before You Hire (Employee Engagement) To test how well prospective employees will fit with its company culture, Disney Store’s interview is actually a “casting call”...
Who’s Worried About Security of Personal Information? 26 Aug 2013 | 08:30 pm
There’s been a lot of discussion about personal information security lately, so I decided to dig into Temkin Group’s Consumer Benchmark Studies. In our Q1 2013 study of 10,000 U.S. consumers, 68.7% of...
CX Tip #38: Discuss CX Metrics and Initiatives at Company Meetings 26 Aug 2013 | 06:30 pm
CX Tip #38: Discuss CX Metrics and Initiatives at Company Meetings (Purposeful Leadership) To keep employees aligned, leaders discuss customer experience in every quarterly employee meeting. Citrix e...
CX Tip #39: Use Workshops to Review Customer Feedback and Develop Local Action Plans 26 Aug 2013 | 06:00 pm
CX Tip #39: Use Workshops to Review Customer Feedback and Develop Local Action Plans (Customer Connectedness, Employee Engagement) SimplexGrinnell (a Tyco Company) has what it calls NICE workshops, i...
CX Tip #40: Measure Yourself Against Your Brand Promises 23 Aug 2013 | 06:30 pm
CX Tip #40: Measure Yourself Against Your Brand Promises (Compelling Brand Values) Intersil, a semiconductor manufacturer, regularly surveys customers to measure its performance in meeting the compan...
Untitled 23 Aug 2013 | 06:21 pm
Check out our hand-picked content to help executives get up to speed quickly on customer experience.
CX Tip #41: Create Peer-to-Peer Executive Relationships with B2B Clients 23 Aug 2013 | 06:00 pm
CX Tip #41: Create Peer-to-Peer Executive Relationships with B2B Clients (Purposeful Leadership, Customer Connectedness) Stream Global Service’s Executive Sponsorship Program charges Stream’s senior ...
CX Tip #42: Make it Easy for Employees to Be Brand Advocates 22 Aug 2013 | 08:00 pm
CX Tip #42: Make it Easy for Employees to Be Brand Advocates (Customer Connectedness, Employee Engagement) Microsoft’s Quick Assistance program is used when employees encounter consumers in social si...
USAA On Top of 2013 Temkin Customer Service Ratings 21 Aug 2013 | 05:30 pm
We just released the third annual Temkin Customer Service Ratings of 235 companies across 19 industries based on a study of 10,000 U.S. consumers (see full list of firms). Download entire dataset for...
CX Tip #43: Randomly Call Out to B2B Clients 21 Aug 2013 | 05:00 pm
CX Tip #43: Randomly Call Out to B2B Clients (Customer Connectedness) The law firm Becker and Poliakoff staffs a dedicated client care department and uses those same specially trained employees to pr...
