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	<title type="text">Customer Experience Matters®</title>
	<subtitle type="text">Connecting Brands, Leaders, Employees, and Customers</subtitle>

	<updated>2017-06-11T20:32:38Z</updated>

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	<entry>
		<author>
			<name>Bruce Temkin, CCXP</name>
							<uri>https://experiencematters.wordpress.com/</uri>
						</author>

		<title type="html"><![CDATA[2017 Temkin Forgiveness Ratings, UK: Sony, Aldi, &#038; Nationwide On Top]]></title>
		<link rel="alternate" type="text/html" href="https://experiencematters.wordpress.com/2017/06/12/2017-temkin-forgiveness-ratings-uk-sony-aldi-nationwide-on-top/" />

		<id>http://experiencematters.blog/?p=32682</id>
		<updated>2017-06-11T20:32:38Z</updated>
		<published>2017-06-12T11:00:43Z</published>
		<category scheme="https://experiencematters.wordpress.com" term="2017 UK Temkin Ratings" /><category scheme="https://experiencematters.wordpress.com" term="Benchmarks" /><category scheme="https://experiencematters.wordpress.com" term="Bruce Temkin Research" /><category scheme="https://experiencematters.wordpress.com" term="Customer experience" /><category scheme="https://experiencematters.wordpress.com" term="Industry Data" /><category scheme="https://experiencematters.wordpress.com" term="Temkin Group Research" />
		<summary type="html"><![CDATA[Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S. This year we&#8217;re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 [&#8230;]]]></summary>

		
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			<thr:total>0</thr:total>
			</entry>
		<entry>
		<author>
			<name>Bruce Temkin, CCXP</name>
							<uri>https://experiencematters.wordpress.com/</uri>
						</author>

		<title type="html"><![CDATA[2017 Temkin Trust Ratings (U.S.): H-E-B and Mercedes-Benz On Top]]></title>
		<link rel="alternate" type="text/html" href="https://experiencematters.wordpress.com/2017/06/07/2017-temkin-trust-ratings-u-s-h-e-b-and-mercedes-benz-on-top/" />

		<id>http://experiencematters.blog/?p=32604</id>
		<updated>2017-06-08T15:38:02Z</updated>
		<published>2017-06-07T12:00:35Z</published>
		<category scheme="https://experiencematters.wordpress.com" term="2017 Temkin Ratings" /><category scheme="https://experiencematters.wordpress.com" term="Customer experience" />
		<summary type="html"><![CDATA[Temkin Group announces the release of the 2017 Temkin Trust Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. H-E-B and Mercedes-Benz tied for the tops spots, followed closely by USAA (for banking and insurance), and Navy Federal Credit [&#8230;]]]></summary>

		
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			<thr:total>0</thr:total>
			</entry>
		<entry>
		<author>
			<name>Bruce Temkin, CCXP</name>
							<uri>https://experiencematters.wordpress.com/</uri>
						</author>

		<title type="html"><![CDATA[Report: Employee Engagement Competency &#038; Maturity, 2017]]></title>
		<link rel="alternate" type="text/html" href="https://experiencematters.wordpress.com/2017/06/05/report-employee-engagement-competency-maturity-2017/" />

		<id>http://experiencematters.blog/?p=32528</id>
		<updated>2017-06-05T20:27:04Z</updated>
		<published>2017-06-05T13:30:59Z</published>
		<category scheme="https://experiencematters.wordpress.com" term="Aimee Lucas Research" /><category scheme="https://experiencematters.wordpress.com" term="Assessments" /><category scheme="https://experiencematters.wordpress.com" term="Benchmarks" /><category scheme="https://experiencematters.wordpress.com" term="Bruce Temkin Research" /><category scheme="https://experiencematters.wordpress.com" term="CCXP1 Customer-Centric Culture" /><category scheme="https://experiencematters.wordpress.com" term="CCXP4 Customer Experience Strategy" /><category scheme="https://experiencematters.wordpress.com" term="Customer experience" /><category scheme="https://experiencematters.wordpress.com" term="Employee Engagement" /><category scheme="https://experiencematters.wordpress.com" term="Temkin Group Research" /><category scheme="https://experiencematters.wordpress.com" term="Trends" />
		<summary type="html"><![CDATA[We just published a Temkin Group report, Employee Engagement Competency &#38; Maturity, 2017. Here&#8217;s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers. To [&#8230;]]]></summary>

		
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			<thr:total>0</thr:total>
			</entry>
		<entry>
		<author>
			<name>Bruce Temkin, CCXP</name>
							<uri>https://experiencematters.wordpress.com/</uri>
						</author>

		<title type="html"><![CDATA[Sorry POTUS, But Good Business Does Require Heart]]></title>
		<link rel="alternate" type="text/html" href="https://experiencematters.wordpress.com/2017/06/03/sorry-potus-but-good-business-does-require-heart/" />

		<id>http://experiencematters.blog/?p=32534</id>
		<updated>2017-06-03T13:38:30Z</updated>
		<published>2017-06-03T13:38:30Z</published>
		<category scheme="https://experiencematters.wordpress.com" term="Customer experience" /><category scheme="https://experiencematters.wordpress.com" term="Executive leadership" />
		<summary type="html"><![CDATA[I recently read this quote attributed to President Trump: Here, everything, pretty much everything you do in government involves heart, whereas in business most things don&#8217;t involve heart. In fact, in business you&#8217;re actually better off without it. My take: No, no, no! This is wrong-minded, and very outdated thinking. To succeed, businesses must make [&#8230;]]]></summary>

		
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			<thr:total>0</thr:total>
			</entry>
		<entry>
		<author>
			<name>Bruce Temkin, CCXP</name>
							<uri>https://experiencematters.wordpress.com/</uri>
						</author>

		<title type="html"><![CDATA[CX Competency: Customer Connectedness (Video)]]></title>
		<link rel="alternate" type="text/html" href="https://experiencematters.wordpress.com/2017/05/30/cx-competency-customer-connectedness-video/" />

		<id>http://experiencematters.blog/?p=32128</id>
		<updated>2017-05-30T14:05:17Z</updated>
		<published>2017-05-30T13:26:29Z</published>
		<category scheme="https://experiencematters.wordpress.com" term="CCXP2 Voice of the Customer, Customer Insight, and Understanding" /><category scheme="https://experiencematters.wordpress.com" term="CCXP5 Experience Design, Improvement, and Innovation" /><category scheme="https://experiencematters.wordpress.com" term="Customer Connectedness" /><category scheme="https://experiencematters.wordpress.com" term="Customer experience" /><category scheme="https://experiencematters.wordpress.com" term="Voice of the customer" />
		<summary type="html"><![CDATA[Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Customer Connectedness, where the goal is to infuse customer insight across the organization. Here Are Four Strategies For Customer Connectedness:]]></summary>

		
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			<thr:total>0</thr:total>
			</entry>
		<entry>
		<author>
			<name>Bruce Temkin, CCXP</name>
							<uri>https://experiencematters.wordpress.com/</uri>
						</author>

		<title type="html"><![CDATA[CX Competency: Employee Engagement (Video)]]></title>
		<link rel="alternate" type="text/html" href="https://experiencematters.wordpress.com/2017/05/24/cx-competency-employee-engagement-video/" />

		<id>http://experiencematters.blog/?p=32126</id>
		<updated>2017-05-24T01:18:32Z</updated>
		<published>2017-05-24T13:00:57Z</published>
		<category scheme="https://experiencematters.wordpress.com" term="CCXP1 Customer-Centric Culture" /><category scheme="https://experiencematters.wordpress.com" term="CCXP3 Organizational Adoption and Accountability" /><category scheme="https://experiencematters.wordpress.com" term="Customer experience" /><category scheme="https://experiencematters.wordpress.com" term="Employee Engagement" />
		<summary type="html"><![CDATA[Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I&#8217;s of Employee Engagement:]]></summary>

		
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			<thr:total>0</thr:total>
			</entry>
		<entry>
		<author>
			<name>Bruce Temkin, CCXP</name>
							<uri>https://experiencematters.wordpress.com/</uri>
						</author>

		<title type="html"><![CDATA[Don&#8217;t Miss Our Upcoming CX Workshops]]></title>
		<link rel="alternate" type="text/html" href="https://experiencematters.wordpress.com/2017/05/22/dont-miss-our-upcoming-cx-workshops/" />

		<id>http://experiencematters.blog/?p=32335</id>
		<updated>2017-05-22T13:25:40Z</updated>
		<published>2017-05-22T13:25:40Z</published>
		<category scheme="https://experiencematters.wordpress.com" term="Customer experience" />
		<summary type="html"><![CDATA[]]></summary>

		
			</entry>
		<entry>
		<author>
			<name>Bruce Temkin, CCXP</name>
							<uri>https://experiencematters.wordpress.com/</uri>
						</author>

		<title type="html"><![CDATA[Human Beings Are Driven By Their Personal Predictive Analytics]]></title>
		<link rel="alternate" type="text/html" href="https://experiencematters.wordpress.com/2017/05/22/human-beings-are-driven-by-their-personal-predictive-analytics/" />

		<id>http://experiencematters.blog/?p=32308</id>
		<updated>2017-05-22T17:49:50Z</updated>
		<published>2017-05-22T12:45:30Z</published>
		<category scheme="https://experiencematters.wordpress.com" term="CCXP5 Experience Design, Improvement, and Innovation" /><category scheme="https://experiencematters.wordpress.com" term="Customer Connectedness" /><category scheme="https://experiencematters.wordpress.com" term="Customer experience" />
		<summary type="html"><![CDATA[In yesterday&#8217;s NY Times, there&#8217;s an excellent article, We Aren’t Built to Live in the Moment (written by Martin Seligman and John Tierney). It discusses how human beings process information, and the emergence of a new field called prospective psychology. Here&#8217;s a very simplified summary of what it says&#8230; Human beings: Are distinctive from other species in our [&#8230;]]]></summary>

		
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			<thr:total>0</thr:total>
			</entry>
		<entry>
		<author>
			<name>Bruce Temkin, CCXP</name>
							<uri>https://experiencematters.wordpress.com/</uri>
						</author>

		<title type="html"><![CDATA[Introducing The Customer Experience (CX) Institute]]></title>
		<link rel="alternate" type="text/html" href="https://experiencematters.wordpress.com/2017/05/16/introducing-the-customer-experience-cx-institute/" />

		<id>http://experiencematters.blog/?p=32209</id>
		<updated>2017-06-07T20:17:40Z</updated>
		<published>2017-05-16T11:30:25Z</published>
		<category scheme="https://experiencematters.wordpress.com" term="Customer experience" /><category scheme="https://experiencematters.wordpress.com" term="Featured" />
		<summary type="html"><![CDATA[I&#8217;m very excited to announce the launch of the Customer Experience (CX) Institute&#8230; The CX Institute helps organizations become customer-centric. It provides leaders across your organization (from first-line supervisors to senior executives) with the knowledge, skills, &#38; mindset required for an organization to become more customer centric. We developed our training to engage all levels [&#8230;]]]></summary>

		
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			<thr:total>0</thr:total>
			</entry>
		<entry>
		<author>
			<name>Bruce Temkin, CCXP</name>
							<uri>https://experiencematters.wordpress.com/</uri>
						</author>

		<title type="html"><![CDATA[Report: The Shift To Customer Journey Insights]]></title>
		<link rel="alternate" type="text/html" href="https://experiencematters.wordpress.com/2017/05/15/report-the-shift-to-customer-journey-insights/" />

		<id>http://experiencematters.blog/?p=32293</id>
		<updated>2017-05-23T14:57:47Z</updated>
		<published>2017-05-15T13:00:22Z</published>
		<category scheme="https://experiencematters.wordpress.com" term="Best Practices" /><category scheme="https://experiencematters.wordpress.com" term="Bruce Temkin Research" /><category scheme="https://experiencematters.wordpress.com" term="CCXP2 Voice of the Customer, Customer Insight, and Understanding" /><category scheme="https://experiencematters.wordpress.com" term="CCXP5 Experience Design, Improvement, and Innovation" /><category scheme="https://experiencematters.wordpress.com" term="Customer Connectedness" /><category scheme="https://experiencematters.wordpress.com" term="Customer experience" /><category scheme="https://experiencematters.wordpress.com" term="Jen Rodstrom Research" /><category scheme="https://experiencematters.wordpress.com" term="Temkin Group Research" /><category scheme="https://experiencematters.wordpress.com" term="Voice of the customer" />
		<summary type="html"><![CDATA[We just published a Temkin Group report, The Shift To Customer Journey Insights. Here&#8217;s the executive summary: Customer insights are critical to customer experience programs. However, current insights’ efforts tend to focus on individual interactions rather than on a customer&#8217;s entire journey, and as a result, they often fail to provide a complete picture of a [&#8230;]]]></summary>

		
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