Maximizing Value From Customer Journey Mapping

We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. Here’s the executive summary: Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren’t capturing enough value from their CJM efforts. Creating a CJM is only the first step in the process for change; the real benefit comes from using the insights from CJMs to drive action. In this report, we identify 23 best practices for using CJMs, and these practices cut across five areas: 1) Find and Fix Problems, 2) Build a Customer-centric Mindset, 3) Design Read More …

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 This video is a great introduction to a discussion with your team. That’s why we’ve created a CX Sparks guide that you can download and use to lead a stimulating discussion. Script: Julie and Ryan are senior directors from a large insurance company. They recently attended a Temkin Group workshop on customer journey mapping and were excited to share what they had learned with Read More …

Seven Steps for Developing Customer Journey Maps

In Temkin Group’s previous report on B2B CX best practices, we provide examples of companies using a customer journey map (CJM), which is a critical CX tool. We included this graphic which is valuable for any company, B2B or B2C, that is thinking about using CJMs. Let’s circle back with the basics, what is a CJM? It’s a representation of the steps and emotional states that a customer goes through during a period of time that may include some interactions with your organization. CJMs are valuable because they help identify how a customer views an organization by putting the interactions with Read More …

The Past, Present, And Future Of CX(PA)

This week I gave a keynote at the Customer Experience Professional  Association (CXPA) Insight Exchange in New Orleans. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals!  We’ve come a long way since we had the first CXPA event at Fenway Park in 2011. The Overall Storyline My speech was entitled The Past, Present, and Future of CX(PA). The core component of my remarks was a story about where the CX profession was at the time we founded CXPA, where it is today, and where we’re heading in the future. Here’s a Read More …

CX Sparks: Stimulating Discussion Guides

Do you want to have a meaningful discussion about CX with your team? Then use one of our CX Sparks below. We’ve developed these discussion guides to be used in conjunction with Temkin Group’s short videos. After having a group watch a video, you can use the guide to spark a discussion. Just click on the icons below to download a guide. We’ve developed these discussion guides to be used in conjunction with Temkin Group’s short videos. What is Customer Experience? Customer experience (CX) seems like a simple concept, but it’s oftenmisunderstood. Use this tool to spark a discussion with a group Read More …

Report: Propelling Experience Design Across An Organization

We just published a Temkin Group report, Propelling Experience Design Across An Organization. Although customer experience (CX) management has become a relatively common activity within large organizations, companies still struggle to deliver consistently positive experiences to their customers. One major issue impeding companies’ current CX efforts is that few organizations design customer interactions in a purposeful and deliberate manner. This report explores how companies can use Experience Design – which we define as a repeatable, human-centric approach for creating emotionally resonant interactions – to craft consistently excellent interactions and how they can share and spread these capabilities across the entire organization. Read More …

Resources for CX Maturity Level 5: ALIGN

Ignore | Explore | Mobilize | Operationalize | ALIGN | Embed As an ongoing focus on CX becomes the norm, companies need to put structures in place to reinforce and sustain these customer-centric behaviors. In this advanced stage of CX maturity, companies embed CX into HR processes like hiring, performance management, and incentive systems to reinforce good CX behaviors. Key Activities In This Stage: Teach CX mindsets and behaviors during leadership training and include in competency models. Incorporate the organization’s values and employee engagement into goals, measurements, and promotions for all levels of managers. Re-evaluate CX metrics to ensure they Read More …

Resources for CX Maturity Level 4: OPERATIONALIZE

Ignore | Explore | Mobilize | OPERATIONALIZE | Align | Embed With a CX team and cross-functional governance in place, companies begin to redesign many of their operational processes using customer insights. In this stage of CX maturity, organizations actively use CX metrics to measure their progress raising customer loyalty, and they invest in engaging the entire workforce in CX. Key Activities In This Stage: Educate all leaders/managers about their personal role in making the organization more customer-centric. Make promises to customers and embed these promises throughout your organization. Inspire all employees to embrace customer promises and make CX-driven changes. Read More …

Resources for CX Maturity Level 3: MOBILIZE

Ignore | Explore | MOBILIZE | Operationalize | Align | Embed Once senior executives are on board with the CX effort, they typically start to lead the effort to build a full-time CX staff. Companies in this third stage of maturity are often investing in VoC programs, beginning to construct customer journey maps, and improving discrete customer pain points. Key Activities In This Stage: Create a strong CX core team. Establish a charter and governance structure for your CX efforts. Build a cross-functional CX working group. Educate senior leaders about what it takes to change CX and their role in driving Read More …

Resources for CX Maturity Level 6: EMBED

Ignore | Explore | Mobilize | Operationalize | Align | EMBED In this final stage of CX maturity, companies have integrated CX into everyday decisions and practices. These companies are capable of delivering great CX because they have articulated and fulfilled their brand promises to customers and have clearly expressed their organizational purpose to both employees and customers. Key Activities In This Stage: Regularly take the pulse of employees to make sure that your company’s values remain vibrant. Monitor shifts in customer needs and expectations to ensure that brand promises continue to resonate with customers. Help the company maintain focus Read More …

Customer Experience Maturity Model

Organizations don’t become customer-centric overnight. Temkin Group’s research shows that they evolve through six different stages of customer experience maturity as they gradually master the Four CX Core Competencies. To gauge your organization’s CX competencies and maturity, complete our CX Competency and Maturity Assessment. Six Stages of Customer Experience Maturity These are the six stages of customer experience maturity that companies evolve through on their way to becoming fully customer-centric. Click on any of the stages to find advice and content we have curated for organizations in that particular stage. IGNORE Not every company truly understands the importance of CX. In this Read More …

15 Customer Experience Trends for 2018

Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. We identify some of the key things that CX professionals will need to be on the lookout for throughout the upcoming year. Well, it’s that time again. During 2018, The Year of Humanity, we expect to see the following 15 trends: Metrics Reexamination. Although many organizations are using some CX metrics, such as NPS or satisfaction, as a core piece of their customer experience efforts, most have not built effective programs around these measurements. We’re seeing an increasing number of companies rethinking the CX metrics they use Read More …

The Power of Customer Journey Thinking (Infographic)

I hate to break this news to you, but your customers most often interact with your organization because they have to, not because they want to. And when they do connect with you, it’s part of a larger journey that they’re on to achieve something more important than the interaction with you. That’s why it’s critical for organizations to understand and to design experiences for their customers’ journeys. A few years ago, we introduced the concept of Customer Journey Thinking (TM). It’s a simple tool for employees across an organization to continuously focus on customers’ journeys. As you can see in the Read More …

How Comcast Ignored This Customer’s Journey

We recently had an experience with Comcast that shows the importance of Customer Journey Thinking™. I’m not sharing this example to pick on Comcast (although it can be an easy target for bad customer experience given its consistently poor performance in the Temkin Experience Ratings), but instead I want to get across a key lesson for all companies. We had a problem with our cable box and the Comcast phone agent said that we could bring it to the local Comcast center and get a new one. It’s a good move by Comcast to let people self-repair as much as Read More …

Report: The Four Customer Experience Core Competencies (Free)

If you are only going to read only one thing about customer experience, then this report is it. It’s the blueprint for building a customer-centric organization… and it’s free. We just published a Temkin Group report, The Four CX Core Competencies. This blueprint to building a customer-centric organization is an update to our groundbreaking research that was originally published in 2010 and updated in 2013. Temkin Group has conducted multiple large-scale studies demonstrating that customer experience (CX) is highly correlated with loyalty across many different industries, in both business-to-consumer and business-to-business environments. When customers have a good experience with a company, they Read More …