Baseball Fans Lean To The Right

As a die-hard Red Sox fan, I really enjoy watching the MLB playoffs. As a matter of fact, baseball is one of the two major U.S. sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). But even with sports on TV, I couldn’t hide from the news updates full of partisan political bickering. So it made me think… what are the political views of baseball fans?

I know that’s a pretty obscure question, but it turns out that we have the data to figure it out. In our Q1 2018 U.S. consumer benchmark survey, we ask about the sports that people like to watch on TV and we also asked about their political leanings. As you can see in the graphic below, baseball fans are decidedly more republican than the general population.

eBook: Humanizing Customer Experience

Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, over the past year we have conducted research and developed content – such as this eBook – specifically aimed at helping fellow CX professionals improve the world around us. In this eBook, Humanizing Customer Experience, you will learn about:

The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act.
[…] Continue Reading…

Report: Net Promoter Score Benchmark Study, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.
Here’s the executive summary:
Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. […] Continue Reading…

Oxford CEO Demonstrates Purposeful Leadership

One of the key ingredients to a customer-centric organization is Purposeful Leadership. To keep an entire company moving in tandem, leaders must articulate and commit to a clear purpose – one that aligns all employees’ day-to-day decisions and is more compelling than simply increased profits. What does that look like?

This video from Oxford Properties’ CEO Michael Turner is a great example of Purposeful Leadership in action (thanks to Roger Pugsley for […] Continue Reading…

Lessons From Temkin Group’s Humanity Workshops

Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.

It’s been an amazing experience to see the overwhelmingly positive response from more than 600 CX professionals.

The workshop has […] Continue Reading…

Humanity And Customer Experience Go Hand In Hand

Hopefully you know by now that Temkin Group has labelled 2018, The Year of Humanity. We’ve been trying to propel people to embrace diversity, extend compassion, and express appreciation.

We’ve been doing research as part of that effort. In our latest consumer benchmark study of 10,0000 U.S. consumers, we added questions about how often people demonstrate those three behaviors. We then analyzed their responses based on how they rated the […] Continue Reading…

Announcing the 2018 CX Excellence Awards

Are you proud of the work that your organization is doing to deliver great customer experience or to improve its customer experience? If so, consider submitting a nomination for Temkin Group’s 6th annual Customer Experience Excellence Awards.

The award is open to all organizations around the world, whether their customers are consumers, fans, visitors, students, citizens, companies, patients, or any other group.

Nominations are due by October 12th. (Here’s the nomination form)

The […] Continue Reading…

FREE Temkin Group Industry CX Webinars

Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what’s happening in customer experience in those industries. Over the next couple of months, we plan to hold free webinars in the following areas:

September 18: Industry CX Spotlight: Banking
September 20: Industry CX Spotlight: Airlines
September 27:  Industry CX Spotlight: Rental Cars
October 5: Industry CX Spotlight: Hotels
October 10: Industry […] Continue Reading…

Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B)

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. Here’s the executive summary:
For the seventh year in a row, we have calculated the Net Promoter Score® (NPS®) of over 60 technology vendors and analyzed the correlation between NPS and four client loyalty behaviors – likelihood of repurchasing from that technology vendor, likelihood of trying new offerings, likelihood of forgiving the vendor if it makes a mistake, […] Continue Reading…

CX Myth #3: You Can’t Manage What You Don’t Measure

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths.

CX Myth #3: You Can’t Manage What You Don’t Measure
What’s Wrong: When people talk about CX, they often repeat a popular saying “you can’t manage what you don’t measure.” That’s just not true. Most of the things we manage in life don’t […] Continue Reading…

Temkin Group’s (Exciting) Plans For CX Day 2018

Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 2nd and we’re planning another exciting celebration.

Temkin Group has labelled 2018 The Year of Humanity for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans:

Free Webinars. Temkin Group will host two free webinars. At noon ET, join us for CX 101: The Definitive Intro To CX. At 2:00 ET, join us […] Continue Reading…

John McCain Was Role Model For Year Of Humanity

Yesterday, with the passing of U.S. Senator John McCain, the world lost a true statesman. Even if you disagree with some of his political positions, it’s hard not to admire the way he led his life. He dedicated his adulthood to service, always looking for ways to collaborate—even with members of the opposite party.

Here are a few of his quotes that capture the essence of this perspective:
In the real […] Continue Reading…

The Six Laws Of Customer Experience (Video)

This video explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people and organizations behave, companies can make smarter decisions about what they do, and how they do it. You can download the free eBook and see our infographic.

Did you know that the CX institute offers eLearning courses to train your entire organization on the Six Laws of CX?

Video Script:
Just like the laws that govern physics, […] Continue Reading…

Report: ROI of Customer Experience, 2018

We just published a Temkin Group report, ROI of Customer Experience, 2018. Here’s the executive summary:
To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies. The CX scores used in this model come from the 2018 Temkin Experience Ratings (TxR), which evaluated 318 companies across 20 industries. Our analysis shows that:

The […] Continue Reading…