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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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