Connecting Brands, Leaders, Employees, and Customers
August 14, 2012 1 Comment
In yesterday’s post, I discussed the connection between CX and business results for U.S. banks. Well, the relationship holds true for UK banks as well. Here’s a chart with the banks in the Temkin Experience Ratings UK and Temkin Loyalty Ratings UK.
The bottom line: The link between CX and loyalty holds true in the UK
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.
Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.
My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.
I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.
I think that whenever a company makes their product or services more accessible and enjoyable than their competitors, they are going to see a great increase in customer loyalty.