My CX Challenge To You (100 CX Tips)

I recently completed my challenge of tweeting 100 customer experience tips in 100 days. Now I want to turn it into a challenge for you. Take a look through the 100 tips and pick one or two that resonate with you. They can be things that you think are important that aren’t getting done, things that you want to do more of, or just things you want to keep in mind during the year. My challenge to you is for you to make progress in those areas this year. If you are really serious about it, put a note in the comments section below with Read More …

100 Customer Experience Tips in 105 Characters (Or Less)

I’ve decided to take on a personal challenge: Tweeting (@btemkin) a new customer experience tip for 100 straight days. After accounting for the overhead in each tweet (like links back to this post), I’m only left with about 105 characters. Hopefully I can keep up the pace and pack insight into that limited space. I’ll be using the hashtag, #CXtip, so you can follow me on twitter (or just keep coming back to this post). The tips will cover the four customer experience core competencies: Purposeful Leadership (PL), Compelling Brand Values (CBV), Employee Engagement (EE) and Customer Connectedness (CC). Here are the 100 #CX Tips: #CXtip 1: Examine #insights Read More …

eBook: 25 Tips for Amplifying Empathy

Happy CX Day 2014! As I mentioned in my 14 Customer Experience Trends for 2014, this year will be the “Year of Empathy.” Given the focus on this key area, Temkin Group created the Amplify Empathy movement. So when we were thinking about our CX Day celebration, it seemed like a perfect fit for us to do something about empathy. That’s why we created this free eBook: 25 Tips for Amplifying Empathy. Download free eBook The eBook discusses these tips from a wide variety of companies: The bottom line: Pick a few tips to replicate and amplify empathy in your organization

50 CX Tips: eBook and Infographic

I recently completed a series of 50 customer experience (CX) tips. To make it easier for people to read and download all of the tips, I assembled them into a free eBook: 50 CX Tips: Simple Ideas, Powerful Results. Each of the 50 CX Tips is aligned with one or more of Temkin Group’s four customer experience core competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. The CX Tips include examples from a wide variety of companies including Adobe, Amazon.com, Apple, BCBS of Michigan, Becker and Poliakoff, Big Lots, BMO Financial Group, Bombardier Aerospace, CDW, Charles Schwab, Citrix, Disney, Read More …

CX Tip #1: Help Customers Achieve Their Goals

CX Tip #1: Help Customers Achieve Their Goals (Customer Connectedness) Don’t push your products and agendas on customers. Instead, find out what they want and create experiences that fit your company into their journey. Wayne Peacock, Executive Vice President of Member Experience at USAA has said: “We want to create experiences around what members are trying to accomplish, not just our products. If a member is buying a car, then we would historically see that as a change in auto insurance. We are changing that to an auto event – to help the member find the right car, buy it at Read More …

CX Tip #2: Make Employee Engagement a Key Metric

CX Tip #2: Make Employee Engagement a Key Metric (Employee Engagement) Since 2007, Bombardier Aerospace’s annual employee engagement and enablement survey has given all employees a voice within the organization. In 2012, 93% of employees completed the survey. Managers are evaluated based on the engagement levels of their employees. To create an environment that ensures performance, every leader has an annual target for employee engagement. Click for more info See full list of CX Tips

CX Tip #3: Regularly Refresh Your Brand Promises

CX Tip #3: Regularly Refresh Your Brand Promises (Compelling Brand Values) Starbucks CEO Howard Shultz once said “Customers must recognize that you stand for something.” While most organizations start with a clear brand promise, the focus on short term goals can easily push them away from delivering on it. Decisions across an organization may seem reasonable in their immediate context, but they can collectively push a company off its course. Once the brand promise is lost, organizations will often spiral out of control without the brand as their True North guiding the way. That’s what happened to Starbucks in 2007. Shultz returned Read More …

CX Tip #4: Make Every Ending Count

CX Tip #4: Make Every Ending Count (Customer Connectedness) People make decisions based on how they remember experiences, not on how they actually experience them. This distinction is important because people don’t remember experiences the way they actually occur. Memories are constructed as stories people create in their minds based on fragments of their actual experiences. Noble Prize-winning psychologist Daniel Kahneman’s research identified something called the “peak-end rule,” which states that people’s memories tend to be heavily influenced by the most severe (good/bad) parts of an experience and the way it ends. So improving the way you end experiences will have a Read More …

CX Tip #5: Lead with “Why” in Communications

CX Tip #5: Lead with “Why” in Communications (Purposeful Leadership, Employee Engagement) How does Herb Kelleher, Founder of Southwest Airlines, describe the company’s secret to success? “If you create an environment where the people truly participate, you don’t need control. They know what needs to be done and they do it. And the more that people will devote themselves to your cause on a voluntary basis, a willing basis, the fewer hierarchies and control mechanisms you need.” To elicit this type of connection with employees, leaders must focus their communications on answering a critical question, “why?” Most corporate communications focus on “what” and Read More …

CX Tip #6: Measure the Value of Key CX Metrics

CX Tip #6: Measure the Value of Key CX Metrics (Customer Connectedness) If you know the value of improving a CX metric, then it’s easier to make the case for investments. JetBlue has previously measured that every promoter is worth $33 extra dollars ($27 from referrals and $6 from loyalty) to while a detractor is worth $104 less than average. One point change in JetBlue’s NPS is worth $5 to $8 million. Temkin Group research shows that a modest increase in the Temkin Experience Ratings can result in a gain over three years of up to $382 million for US companies and up to £263 Read More …

CX Tip #7: Motivate Employees with Intrinsic Rewards

CX Tip #7: Motivate Employees with Intrinsic Rewards (Employee Engagement) Companies often try and force employees into doing things by slapping on metrics and measurements. While these types of extrinsic rewards can change some behaviors, they can often cause conflicts and lead to unexpected consequences. When Staples put in place a goal for $200 of add-ons per computer sold, some store employees stopped selling computers to customers who didn’t want to purchase add-ons.  Compare this outcome to inspirational coaching at Sprint, which leads to an environment where employees consistently excel and measure their performance against their best effort and compete with themselves to be their best. It Read More …

CX Tip #8: Start Your Brand Marketing Internally

CX Tip #8: Start Your Brand Marketing Internally (Compelling Brand Values) Brands need to be understood and “owned” by the entire organization. That’s why it’s critical for companies to invest heavily in communicating the brand value to everyone in the company. Before BMO Financial Group’s new brand went live, it launched an internal campaign, Brilliant at the Basics, which identified eight actions that every employee could demonstrate, including “Our heads are up, not down;” “Everyone pitches in…titles don’t matter;” and “Help in choosing, not choices.” Employees were given a brand book which covered the brand principles, including a breakdown of what’s different “tomorrow from today.” The Read More …

CX Tip #9: Bring Customers to Life With Design Personas

CX Tip #9: Bring Customers to Life With Design Personas (Customer Connectedness) Big Lots CEO David Campisi mentioned “Jennifer” 25 times on a single earnings call. She’s not a real customer or even a real person. Jennifer is a design persona, an archetype that is representative of a key customer segment. Here’s why Campisi believes in using a design persona: “I am confident in developing a new mentality to focus on her and all facets of our business will pay off and begin to drive positive comps over time.” One of our 10 CX Mistakes to Avoid is Treating All Read More …

CX Tip #10: Tap Into Customer Insights from Unstructured Data

CX Tip #10: Tap Into Customer Insights from Unstructured Data (Customer Connectedness) As more companies thirst for customer feedback, the number of surveys has escalated. But there is a limit to customers’ willingness to complete surveys. As completion rates get more difficult to maintain, companies will become more efficient with the questions they ask, target questions at specific customers in specific situations, and stop relying as much on multiple-choice questions. Tidbit: When we asked large companies with VoC programs about the changing importance of eight listening posts, multiple choice survey questions were at the bottom of the list. Companies must learn to integrate their customer feedback with other customer Read More …