CX Competency: Compelling Brand Values (Video)

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies.

This video provides an overview of one of those competencies, Compelling Brand Values, where the goal is to deliver on your brand promises to customers.

Here Are Three Steps to Compelling Brand Values:

CX Competency: Purposeful Leadership (Video)

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies.

This video provides an overview of one of those competencies, Purposeful Leadership, where the goal is for leaders to act consistently with a clear, well-articulated set of values.

Here are the Five P’s of Purposeful Leaders:

Start Talking About Emotions (Video)

To help celebrate “The Year of Emotion” on CX Day (and beyond), Temkin Group created this fun, short video: Start Talking About Emotion.

The bottom line: Add the Five A’s of an Emotional Response to your vocabulary

Quick Take: The Power of Customer Journey Thinking (Video)

In a recent Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I spoke about the importance of focusing on emotion. Given that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group.

Here’s a short snippet from my speech (one of several quick take videos from the event), which focuses on the power of Customer Journey Thinking™:

 

Want more information on Customer Journey Thinking? Check out the post, Five Questions That Drive Customer Journey Thinking.

And don’t forget to join the Intensify Emotion Movement.

Quick Take: Start Talking About Emotion (Video)

In a recent Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I spoke about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group.

Here’s a short snippet from my speech (one of several quick take videos from the event) where I discuss why we need to Start Talking About Emotion:

 

For more information on the Five A’s of an emotional response, check out this post: Customer Responses, From Angry To Adoring.

And, I urge you to join the Intensify Emotion Movement.

Quick Take: We Need More Qualitative Research (Video)

In a recent Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I spoke about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group.

Here’s a short snippet from my speech (one of several quick take videos from the event), where I discuss that We Need More Qualitative Research:

 

I urge you to join the Intensify Emotion Movement.

Quick Take: Customer Experience: Success, Effort, and Emotion (Video)

In a recent Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I spoke about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group.

Here’s a short snippet from my speech (one of several quick take videos from the event) where I discuss the three elements of customer experience, Success, Effort, and Emotion:

If you enjoyed this video, you may want to check out another one: What is Customer Experience?

I urge you to join the Intensify Emotion Movement.

Quick Take: Make More Human Emotional Connections (Video)

In a recent Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I spoke about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group.

Here’s a short snippet from my speech (one of several quick take videos from the event), where I discuss how we need to Make More Human Emotional Connections:

I urge you to join the Intensify Emotion Movement.

Customer-Centric Culture Change (Video)

Our research and work with clients show that customer experience is a reflection of an organization’s culture. Any company that wants to build sustainable customer experience must build a customer-centric culture. How? By mastering Employee-Engaging Transformation.

Want to know more? Watch this short video:

The bottom line: CX success almost always requires culture change

Emotion: The Missing Link in Customer Experience (Video)

Enjoy this Temkin Group video, part of our celebration for “The Year of Emotion.”

Enjoy other Temkin Group videos

Temkin Experience Ratings Explained (Video)

We created Temkin Experience Ratings (TxR) as an open standard for measuring and benchmarking customer experience. It is one of the Temkin Ratings (TemkinRatings.com). We provide free access to the ratings of hundreds of companies at the Temkin Ratings Website.

For more information about TxR, visit our Temkin Experience Ratings FAQs and watch this short video:

Customer Experience Matters (The Video)

CX Day is less than one week away!

As part of Temkin Group’s CX Day celebration, we created a new video, Customer Experience Matters^® . It shows the value and power of customer experience. Share it, share it, share it!

The bottom line: Customer experience really matters

Customer Experience Matters is a registered trademark of Temkin Group

The Power of Customer Journey Mapping (Video)

Customer journey mapping is a valuable tool for customer experience, but Customer Journey Thinking can change your culture. Watch this short Temkin Group video to find out more…

The bottom line: Your customers are on a journey, help them

People-Centric Experience Design (Video)

Last year, I published a free eBook called People-Centric Experience Design (PCxD). Experiences are all about people, the customers who interact with your organization and the employees who shape those interactions. Most approaches to customer experience, from voice of the customer programs to customer journey mapping, deal with the logical, left-brain elements of customer experience. But they often fall short on the right-brain, emotional side. That’s where PCxD comes into play. It’s built on three principles:

• Align through PURPOSE
• Guide with EMPATHY
• Design for MEMORIES

To help people understand PCxD, we created this short video:

The bottom line: Tap into the power of purpose, empathy, and memories.

Webinar: CX Trends for 2015 (Year of the Employee)

Earlier this month, I published Temkin Group’s CX Trends for 2015, which labeled 2015 as “The Year of the Employee.” Here’s a recording of a recent webinar going over those trends:

See listing of Temkin Group’s recorded webinars.

The bottom line: Focus on your employees this year!