Humanize Customer Experience (Infographic)

The Year of HumanityAs you hopefully already know, Temkin Group has labelled 2018 The Year of Humanity. As part of our focus on this topic, we put together this infographic that focuses on how we can Humanize CX. It identifies six fundamental characteristics of human beings—Hopeful, Intuitive, Self-Centered, Emotional, Motivated, and Social—that you need to keep in mind when you’re thinking about your customers and employees. It also shows the three components of Humanize CX: Act with PurposeCultivate Deep Empathy, and Create Positive Memories.

The bottom line: Think about people first in every activity and endeavor

Employee Engagement: A Goldmine of Untapped Value (Infographic)

Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page.

Here are links to download different versions of the infographic:

Here are links to the research referenced in the infographic:

12 CX Factoids: Ratings, People, and Leadership (Infographic)

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. The initial infographic examined CX efforts and ROI.

In this infographic, we examine 12 factoids on CX ratings, people, and leadership. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the referenced content.12 Customer Experience Factoids Infographic From Temkin Group, Covers CX Ratings, People & Leadership

Here are links to download different versions of the infographic:

Here are links to the research referenced in the infographic:

15 CX Factoids: Customer Experience Efforts & ROI (Infographic)

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. This first infographic looks at CX efforts and the ROI of those activities. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the referenced content.

Infographic shows 15 customer experience (CX) factoids form Temkin Group research, including ROI data

Here are links to download different versions of the infographic:

Here are links to the research referenced in the infographic:

The Ultimate CX Infographic, 2017

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration.

Customer experience data inforgraphic

Take a look at last year’s ultimate CX infographic.

Here are links to download different versions of the infographic:

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at www.cxpa.org/blogs/cxpa-admin/2017/09/27/cxdayblogcarnival

6 Levers For Executive Commitment to CX (Infographic)

In the report Activating Executive Commitment to CX, Temkin Group introduces a blueprint that CX leaders can use to gain and strengthen senior executive commitment. It’s composed of six levers: Create Vision Clarity, Share Compelling Opportunities, Amplify Emotional Empathy, Feed Intrinsic Motivations, Enable First Steps, and Fuel Ongoing Confidence. Here’s an infographic that provides an overview.

infographic of 6 levesr for gaining executive commitment to CX

You can download the graphic in several formats:

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 infographic below, it’s all about asking and answering five simple questions.

Customer journey thinking infographic explaining best practices for using customer journey mapping.You can download the infographic in several forms:

The Human Conversational Model (Infographic)

In the report, Humanizing Digital Interactions, we decoded successful person-to-person interactions as a step in developing the Human Conversational Model. It’s the foundation for building compelling interactions with customers. This infographic provides an overview of the model and shows how to apply it to your digital efforts.

Foundations for humanizing customer interactionsYou can download the infographic in several forms:

The Four CX Core Competencies (Infographic)

Hopefully you’ve read our FREE report, The Four CX Core Competencies. It outlines the blueprint to building a customer-centric organization. We’ve created this infographic to showcase the competencies:

  1. Purposeful Leadership: Operate consistently with a clear set of values.
  2. Compelling Brand Values: Deliver on your brand promises to customers.
  3. Employee Engagement: Align employees with the goals of the organization.
  4. Customer Connectedness: Infuse customer insight across the organization.

four customer experience core competencies

You can also download an 18″ x 24″ poster version.

State of Voice of the Customer (Infographic)

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016.

For additional info, check out our VoC resource page.

voc-infographic-01

You can download (and print) this infographic in different forms:

The Rise of Mobile CX (Infographic)

I’m sure you’re not surprised to hear that mobile customer experience is on the rise, but this infographic provides some more insights on what that shift looks like. It pulls from a variety of Temkin Group research, including: Data Snapshot: Channel Preferences Benchmark, 2016, Five C’s of Mobile VoC Disruption, Data Snapshot: Media Use Benchmark, 2016, and The State of CX Metrics, 2015.

You can download this infographic in different forms below, including in poster form.
the-rise-of-mobile-cx

You can download (and print) this infographic in different forms:

The bottom line: Make sure you have plans to be mobile first.

Guide to Organizational Culture Change (Infographic)

We regularly help companies create cultures that are more customer-centric.  So it seemed like a fun idea to create an infographic on the topic. Enjoy! You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation.
guide-to-organizational-culture-change

You can download (and print) this infographic in different forms:

The bottom line: The customer experience you deliver is a reflection of your culture

The Ultimate Customer Experience Infographic, 2016

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration.

1610_cxmattersinfographic

Take a look at last year’s ultimate CX infographic.

Here are links to download different versions of the infographic:

1610_cxmattersinfographic Infographic: in .jpg format, in .pdf format

1610_cxmattersinfographic_poster 18″ x 24″ poster: in .jpg format, in .pdf format

 

Employee Engagement Primer (Infographic)

One of Temkin Group’s four CX core competencies is Employee Engagement. That’s why Temkin Group put together an Employee Engagement Resource Page and developed this infographic.

You can download the infographic (or poster) below. I hope you enjoy it.

1609_Employee Engagement Infographic

Here are links to download versions of the infographic:

1609_Employee Engagement Poster Poster (18′ x 24″) in .pdf file or in .jpg file

1609_Employee Engagement Infographic Infographic in .pdf file or in .jpg file

The bottom line: Good things happen you engage your employees.