WABAN, Mass., Nov. 23, 2015 /PRNewswire/ — Temkin Group, a leading market research, consulting, and training firm that helps organizations accelerate customer experience transformation, announces the winners and finalists of its fourth annual Customer Experience Excellence (CxE) Awards.
The three winners of Temkin Group's 2015 CxE Awards are EMC Global Services, Safelite AutoGlass, and SunPower. In addition, the following five organizations were selected as finalists for the awards: Hagerty, InMoment, The Results Companies, Verint, and Wheaton-Beckins
Organizations submitted nominations for the CxE Awards during October and November 2015 that were evaluated based on three criteria: 1) customer experience transformation efforts, 2) business and customer results, and 3) sustainability.
The CxE Awards were judged by six noted customer experience experts: Ginger Conlon (Editor-in-chief of Direct Marketing News), Shep Hyken (Author and Chief Amazement Officer of Shepard Presentations), Ingrid Lindberg (CXO and Founder of Chief Customer), Aimee Lucas (CX Transformist & Vice President of Temkin Group), Bruce Temkin (CX Transformist & Managing Partner of Temkin Group), and Bob Thompson (CEO and Editor-in-Chief of CustomerThink).
The judges were impressed by the high quality of the submissions. Lindberg stated, "The group of winners this year had not only created comprehensive customer experience programs that had impact far beyond a single department, but they also clearly demonstrated the importance of culture in their strategy and approach. They clearly understood that it takes highly engaged employees to deliver outstanding customer experiences."
According to Hyken, "Congratulations to the winners. Yet, all of the finalists are winners. As it applies to CX, they are all playing at the top of their games and are role models for others to emulate."
Here are highlights from the winning customer experience efforts:
- EMC Global Services: EMC's Total Customer Experience program, which promises to "Enhance the total customer/partner experience," keeps the entire company focused on delivering outstanding CX. This commitment starts at the top, with the CEO making CX metrics a company-wide goal, and trickles down to all employees, who enjoy easy access to customer feedback and sentiment, allowing them to deliver a better, more personalized experience to customers.
- Safelite AutoGlass: Safelite is committed to becoming "People Powered and Customer Driven." The company focuses on people as a key strategy by consciously creating engagement among associates, hiring talented employees, and exhibiting a sincere concern for people's well-being. Being "People Powered" enables the company to also be "Customer Driven" as it helps Safelite understand customer pain points better, deploy its resources more effectively, implement differentiating solutions, and finally, delight its customers during every interaction.
- SunPower: SunPower's three core principles – knowing our customers, creating a branded experience, and driving engagement with customers and employees – guide everything the company does. From cross-functional executive steering committees to residential journey maps, SunPower's "Customer First!" initiative is put to work throughout the company, helping to engage and keep customers for life.
Lucas added, "It's great to see companies achieve sustainable customer experience success by building what Temkin Group calls the four customer experience core competencies, Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness."
Last year's winners of the Temkin Group CxE Awards were Dell, EMC Corporation, and Touchpoint Services.
For more information about the winners and the CxE Awards, visit the Customer Experience Matters® blog, at ExperienceMatters.wordpress.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email.
Customer Experience Matters is a registered trademark of Temkin Group.