Welcome To The New Customer Experience Matters

If you’ve visited this blog in the past, then you’ll notice that we’ve given it a makeover. After almost three years with the old template, I finally decided to make a change. Here’s what we hope to accomplish with this new design:

  • Connect with Temkin Group branding. When we launched the Temkin Group website, we chose not to move this blog into that domain. But we still wanted this blog to share some of the branding that we created for Temkin Group. So you’ll see a new logo at the top that incorporates the red icon from the Temkin Group logo (what the Temkin Group affectionately call the “iGuy”). We are also mirroring the Temkin Group website’s use of red links.
  • Improve readability. The old template suffered from small fonts and hard to read blue links. And just about everything in the right hand column was difficult to read. So we not only chose another template, but I dug into the CSS code and made additional changes that will hopefully improve the site’s readability.
  • Focus on core content (part 1). This template incorporates a new feature in WordPress called custom menus. It allowed me to create a secondary navigation menu at the top of the page. I used this feature to highlight categories of posts that correspond to The Four Core Customer Experience Competencies:
    • Compelling Brand Values
    • Purposeful Leadership
    • Employee Engagement
    • Customer Connectedness
  • Focus on core content (part 2). The core competencies represent such an important concept for this blog that we incorporated it into the tagline “Connecting Brands, Leaders, Employees, and Customers” and went through all of our older posts and retagged them with these relatively new categories.

I hope that you like this new design. If you preferred the older version, then all I ask is that you give this new version some time to see if you get used to it. I’ll be continuing to tweak the template.

In any case, let me know what you think!

The bottom line: Your experience matters to me.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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