Browsing the archives for the Culture category

The Four Customer Experience Core Competencies

10 Feb, 2013 in Brand, Culture, Customer Experience, Emotional Design, Experience Design, Leadership, Service Design, Voice of the Custostomer by

In the latest Temkin Insight Report, The Four Customer Experience Core Competencies, it highlights what it takes for an organization to become truly customer-centric. The report focuses on these four competencies: Purposeful Leadership: Companies need to make sure that all of their HR practices reinforce the company’s purpose. Tony Hsieh, the CEO of Zappos, explained [...]

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25 Best Practices to Employee Engagement

9 Dec, 2012 in Culture, Customer Experience, Leadership, Uncategorized, Voice of the Custostomer by

The Temkin Group recently published The Five I’s of Employee Engagement. As recent research has shown us the direct correlation between employee engagement, customer loyalty and profitability, this report spells out the 25 best practices based on interviews with companies that lead in this area. Here are the results: Inform 1. Follow a thorough communication [...]

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The TEDxSanDiego Experience

2 Dec, 2012 in conferences, Culture, Experience Design by

TED is a nonprofit devoted to “ideas worth spreading” – amazing talks by remarkable people, free to the world. It started as a conference bringing together people from Technology, Entertainment, and Design and has grown to include the TED Talks video site, annual TED Prize, TED Fellows, TEDx programs, and more. TEDx programs are designed [...]

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Great Leaders Facilitate Innovation with Encouragement

25 Aug, 2012 in Career Advice, Culture, Leadership by

In their August 20 post this past week, To Encourage Innovation, Eradicate Blame, Ken and Scott Blanchard share that “We know that the most innovative environments are those where people are allowed to learn from past mistakes, grow, develop, and improve. That’s what evolution and innovation look like. That’s how Thomas Edison was able to [...]

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The Six Stages of CX Maturity

19 Aug, 2012 in Culture, Customer Experience by

In the Temkin Group Insight Report: The Future of Customer Experience, Bruce Temkin shares the six stages of CX maturity: Ignore: Company does not see customer experience as a key differentiator. Explore: An ad-hoc group is established to understand how the company can improve customer experience. Mobilize: A full-time executive leads the effort to improve [...]

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Leading Customer Experience Organizations Have Great Culture

17 Jun, 2012 in Culture, Customer Experience, Leadership, Uncategorized by

Before you can have a great customer experience, you need to be able to retain the talent that can determine, develop and deliver these experiences. Here are some basics from Erika Andersen’s Forbes post Why Top Talent Leaves: Top 10 Reasons Boiled Down to 1: Not easy, mind you, but remarkably simple. If you want [...]

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Customer Journey Maps, Customer Profiles and Touch Points

10 Jun, 2012 in Culture, Customer Experience, Emotional Design, Experience Design by

Customer journey maps are a diagram that illustrates the steps your customers go through in engaging with your company, its products and services. The journey map is a tool to measure your customers’ satisfaction, loyalty and advocacy to create sustainable long-term revenue. Consumer behavior is driven by the innate human need to satisfy identifiable as [...]

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Inspire the Creation of Great Experiences

13 May, 2012 in Culture, Customer Experience, Experience Design, Leadership, Quotes by

There’s work and there’s your life’s work. The kind of work that has your fingerprints all over it. The kind of work that you’d never compromise on. That you’d sacrifice a weekend for. You can do that kind of work at Apple. People don’t come her to play it safe. They come here to swim [...]

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Customer Experience is a Journey – Not a Destination

6 May, 2012 in Brand, Culture, Customer Experience by

Too few companies are even managing their customer experiences. Customers are having experiences with their brand, message, and business – but they are not listening. A few companies understand the importance of purposely determining, developing and delivering a great experience for their customers. They also understand that this is a continuous process that requires dedication. [...]

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Great Leaders have a Fundamentally Different Understanding of the Company Experience

29 Apr, 2012 in Culture, Leadership by

On April 23, 2012, Geoffrey James posted 8 Core Beliefs of Extraordinary Bosses. In this post, Geoff shares that the best managers have a fundamentally different understanding of workplace, company, and team dynamics. Geoff interviewed some of the most successful CEOs in the world in order to discover their management secrets. In this post, Geoff [...]

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