Young Employees Are Most Impacted By Purposeful Leaders

As many readers of this blog know, Purposeful Leadership is one of Temkin Group’s Four CX Core Competencies. How do leaders demonstrate this characteristic? By mastering what we call the 5 P’s of Purposeful LeadersPersuasivePassionatePropellingPositive, and Persistent.

In a recent post, we showed how Purposeful Leadershipaffects the behaviors of employees. We decided to take a look at how the impact differs across ages of employees. To do this, we segmented more than 5,000 U.S. employees into two groups, one that said that their boss demonstrated all five characteristics of Purposeful Leadership (about 55% of the total) and those who’s boss did not.

We then examined the percentage of each group who say that they “always” or “almost always” try their hardest at work. As you can see in the chart below:

  • Younger employee are most effected. Looking at the impact of Purposeful Leaders between both groups, we find the largest gap for the youngest employees (27 %-points).
  • Older employees try harder. For both groups of employees, the percentage of employees who try their hardest increases with age.

Tech Vendors: Good CX Correlates to Referenceable B2B Clients

In our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. As you can see in the chart below, Apple leads the pack with 48% of its clients saying that they’d act as a reference. At the other end of the spectrum, only 11% of Alcatel-Lucent clients would […] Continue Reading…

Report: The State of CX Metrics, 2017

We published a Temkin Group report, The State of CX Metrics, 2017.
Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.

Here are some of the highlights:

Only 11% […] Continue Reading…

Collage of Great Customer Experience Infographics

If you like customer experience and visualizations, then you should enjoy this collection of CX infographics that we’ve published over the last year or so. Each of the infographics can be downloaded as a traditional infographic, or in the form of an 18″ x 24″ poster. 

Here are some of our most recent infographics:

The Ultimate CX Infographic, 2017
6 Levers For Executive Commitment to CX
The Power of Customer […] Continue Reading…

My First Experience At Amazon Books

Last week I visited Amazon Books in Dedham, MA, one of the online giant’s 13 physical retail locations.

I was intrigued to see what Amazon.com would do with a physical bookstore. I didn’t know what to expect, but my initial thoughts jumped to the scene from 40 Year Old Virgin where Jonah Hill tries to buy something at an “eBay store.”

The experience was great from the beginning. We were greeted by a […] Continue Reading…

Do Companies Like Net Promoter Score?

Whenever we discuss Net Promoter® Score, we get a bifurcated set of reactions. Some people love NPS® and others hate it. So we decided to more quantitatively gauge the sentiment.

In a recent study, Temkin Group asked more than 300 CX professionals to share their thoughts about NPS. As you can see below:

Most aren’t impressed. Over half of respondents say that NPS is either just like or worse than […] Continue Reading…

Have A Thanksgiving Full Of Purpose & Meaning

Many people who read this blog are celebrating Thanksgiving and will be exchanging “Happy Thanksgiving” greetings throughout the day. But I’m pretty sure that overdosing on turkey and stuffing is not the most expedient path to long-term happiness (although I don’t have any data to support my hypothesis).

So what is a better path to happiness? Purpose and meaning. As you can see below, people who find purpose and meaning in […] Continue Reading…

Dataset: 2017 Temkin Loyalty Index, UK

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The analysis examined four areas of loyalty: Likelihood to repurchase, likelihood to recommend, likelihood to forgive, and likelihood to trust. Then we combined those components to calculate the Temkin Loyalty Index for 157 companies across 16 industries.
Download dataset for […] Continue Reading…

2017 Temkin Group CX Excellence Award Winners

I’m thrilled to announce (and congratulate) the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards:

AARP – formally established its AARP Experience (AARPx) team in 2016 with the mission to work across the enterprise to create a seamless, personalized experience for members that is supported by a customer-centric culture. One of the team’s strategic objectives this year was to make sure that CX is considered in decisions […] Continue Reading…

Report: 2017 Temkin Experience Ratings of Tech Vendors

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.
Here is the executive summary of the report:
The 2017 Temkin Experience Ratings of Tech Vendors evaluates the […] Continue Reading…

Emotional Responses to Tech Support Differs Across Age Groups

In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, getting tech support for a computer. We analyzed the emotional responses across different ages of consumers after that interaction and found that:

All ages of consumers are most likely to feel relieved
The next most frequent emotions are happy and frustrated

As you can […] Continue Reading…

Report: Five Steps For Building A Strong CX Metrics Program

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program.
A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal. Despite these benefits, few organizations have actually built a strong metrics program. […] Continue Reading…

Five Great Stories About Purpose From AARP

As you hopefully already know, Temkin Group has labeled 2017, The Year of Purpose. We want to raise awareness to the relatively untapped power of purpose.

So I was thrilled to see the AARP Purpose Prize™, which recognizes outstanding work by people age 50 and over that is focused on advancing social good.

Here are the five winners, I urge you to read the links to each of their stories:

Cynthia Barnett, […] Continue Reading…

Tech Vendors Receive Negatively Biased Customer Feedback (B2B)

We publish an annual report that examines what consumers do after a good or bad experience. So we decided to do that same type of analysis to examine how IT decision makers in large North American organizations respond to a good or bad experience with a tech vendor. As you can see in the chart below:

Most share feedback inside their company. After both a very good or very […] Continue Reading…

What Happens To CX If CVS Buys Aetna?

CVS made an offer to buy Aetna for more than $66 billion. While there may be a lot of value in a combined company’s increase in power in drug distribution, what might this healthcare vertical integration mean for customer experience?

My take: CVS and Aetna have totally different relationships with consumers. One lures in consumers for individual retail transactions and an intermittent set of pharmacy interactions, while the other has […] Continue Reading…