Inside Ritz-Carlton’s Customer-Centric Culture
I just read an interesting interview in Forbes with Simon Cooper, president of the Ritz-Carlton, who provides some insight into Ritz-Carlton’s customer-centric culture. Here are some of Cooper’s...
View ArticleCostco, Newark, and NC On Leadership
Before getting on my flight to Madrid, I picked up U.S. News & World Report. It’s not my typical in-flight reading, but the topic caught my attention: America’s Best Leaders 2009. Here were a few...
View ArticleThe Container Store CEO Engages Employees
I often reference The Container Store when discussing the 3rd principle of Experience-Based Differentiation: Treat customer experience as a competence, not a function. Why? Because the retailer heavily...
View ArticleThe Who And What Of JetBlue
I recently spoke at Allegiance’s customer event in Deer Valley, UT. One of the other keynote speakers was Vicky Stennes, VP of In-Flight Experience at JetBlue. Stennes described how the following...
View ArticleThe Four Customer Experience Core Competencies
Go to the updated version of this report Temkin Group is happy to release this new Insight Report, The Four Customer Experience Core Competencies, which you can download for free. This report...
View ArticleThe Current State Of Customer Experience
We just published a new Temkin Group Insight Report, The Current State Of Customer Experience. This report, which is based on a survey of 140+ large North American companies, provides insights into the...
View ArticleTemkin Experience Ratings Spotlight: USAA
Almost any discussion about companies that deliver great customer experience has to include USAA. The financial services firm that serves the military and their families earned industry-leading scores...
View ArticleComcast Needs To Trim Its Customer Experience Action Plan
A few months ago, The Consumerist leaked Comcast’s 10 point Customer Experience Action Plan. 1. Never being satisfied with good enough 2. Investing in training, tools, and technology 3. Hiring more...
View ArticleCustomer-Centric Culture Change (Video)
Our research and work with clients show that customer experience is a reflection of an organization’s culture. Any company that wants to build sustainable customer experience must build a...
View ArticleThe Customer Experience Shift From Centralized To Federated
In the report, The Federated Customer Experience Model, we discuss the direction that mature CX organizations will eventually go in—distributing CX capabilities across the organization. It’s built on...
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