Aimee Lucas

B2B CX: Make Progress by Mastering the CX Core Competencies

Although the customer experience spotlight often highlights the successes (and failures) of business-to-consumer (B2C) companies, Temkin Group’s research continues to show increasing CX attention and activity among business-to-business (B2B) organizations. We surveyed 148 large B2B/B2B2C organizations and found that they are: Raising their CX ambitions....

Want to Improve CX? Don’t Overlook Your Culture

There’s no way around it: simply finding and fixing customer problems is not enough to create a truly customer-centric organization. A customer’s ultimate experience with a company is a reflection of both its culture and operating processes. So to truly excel, companies need to...

Get Social! Using Social Tools to Engage Employees

Temkin Group research shows that engaged employees truly are valuable assets. Compared to disengaged employees, highly engaged employees are 3 times as likely to do something good for the company even if it is not expected of them, 2.5 times more likely to stay...

Using the Positive to Bring Out the Best in Employees

Last weekend, I had the chance to attend the 4th World Congress on Positive Psychology, a conference hosted by the International Positive Psychology Association, attended by both researchers and practitioners. In case you aren’t familiar with positive psychology, here’s a definition from the Positive...

Undertaking Change? Take Time to Activate Middle Managers

Let’s face it: It’s hard to get any group of employees to change their behavior when their managers are still reinforcing old processes, measurements, and beliefs. Middle managers are the bridge between the vision and goals of senior leaders and the day-to-day work of...

Employee Engagement: From “Fluff” to “Tough”

Walt Disney said, "You can design and create and build the most wonderful place in the world. But it takes people to make the dream a reality." In fact, Temkin Group research shows that an engaged workforce is a valuable asset—compared to their disengaged...

Want to Improve B2B2C CX? Share Customer Insights

More and more B2B organizations are following their B2C peers onto the customer experience (CX) bandwagon—and that’s a good thing. Temkin Group’s research shows that CX strongly correlates with loyalty, and loyalty is critically important to B2B companies because the loss of a few...

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