Six Laws of Customer Experience (Infographic)

The most dowloaded content that I’ve published is our free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read by 10’s of 1,000s of people. It continues to be very popular because it uses simple language and concepts to describe what we call “the fundamental truths about how organizations treat customers.”

We’ve developed an updated infographic that brings the laws to life. If you like the content, then we even have a CX Institute eLearning module that you can use to train everyone in your organization on this important concept!

Six Laws of Customer Experience

Here are links to download different versions of the infographic:

Introducing The Temkin Customer Success Index

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services.

As I discussed in a previous post, many customer success organizations still look a lot like old-fashioned account management […] Continue Reading…

Report: The Customer Journeys That Matter The Most

Few organizations deliver outstanding experiences to their customers. In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings. To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries. In this report, we:

Examine feedback from 10,000 U.S. consumers about their journeys with 318 […] Continue Reading…

CX Competency & Maturity Model (Video)

We’ve put together this short video to explain Temkin Group’s CX Competency & Maturity Model. It defines how organizations flow through six stages of customer experience maturity: Ignore, Explore, Mobilize, Operationalize, Align, and Embed by mastering Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Complete Temkin Group’s FREE 20-question assessment to determine your overall CX maturity level and your performance in each of the Four Customer Experience […] Continue Reading…

Starbucks Training Should Focus on Broken Brand Promises

Last week, Starbucks closed all of its stores for racial sensitivity training after an incident in April when two black men were arrested at a Philadelphia store.

My Take: Starbucks training was well intentioned, but misguided.

As I said in my previous post, it’s great that Starbucks’ leaders took such swift and decisive action to condemn the incident. So what’s wrong with Starbucks doing sensitivity training? Nothing. It doesn’t hurt, but it also doesn’t […] Continue Reading…

Report: What Happens After a Good or Bad Experience, 2018

To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. We then compared results with similar studies we’ve conducted over the previous seven years.
Download report for $195

Here are some highlights:

About 18% of the customers who interacted with TV & Internet service […] Continue Reading…

Mastering Customer Experience Metrics (Infographic)

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. You can see different ways to download this infographic below.

Here are links to download different versions of the infographic:

Infographic: in .png format, in .pdf format
18″ x 24″ poster: in .jpg format, in .pdf format

Here are links to the research referenced in the infographic:

Five Steps For Building A Strong CX Metrics Program
The State […] Continue Reading…

Making AI Customer-Centric

Temkin Group just published a new report, Making AI Customer-Centric. Here’s the executive summary:

The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread in customer experience. However, despite its prevalence, few companies are employing AI in the right scenarios or using it to its fullest potential. In this report, Temkin Group creates a model and shares best […] Continue Reading…

The Future of VoC Actionable Insights: Assistance Engines

Earlier this week I gave a speech called “The Future of CX: Humanistic, Prescriptive, and Responsive.” During that session, I discussed a missing link in today’s VoC technology: Assistance Engines. Here’s a picture of the future that I have in mind.

Before I describe Assistance Engines, I want to go back to 2010 when I labelled VoC technologies as Customer Insight & Action (CIA) Platforms. The naming was important, because […] Continue Reading…

2018 Temkin Trust Ratings (U.S.): USAA and Wegmans On Top

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 318 companies across 20 industries. USAA’s (TTR of 81%) banking business earned the top spot, followed by Wegmans (79%), credit unions (77%), H-E-B (77%), and USAA’s credit card and insurance businesses (75%). Four TV/Internet service providers earned the lowest TTR: Comcast […] Continue Reading…

The Past, Present, And Future Of CX(PA)

This week I gave a keynote at the Customer Experience Professional  Association (CXPA) Insight Exchange in New Orleans. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals!  We’ve come a long way since we had the first CXPA event at Fenway Park in 2011.
The Overall Storyline
My speech was entitled The Past, Present, and Future of CX(PA). The core component of my […] Continue Reading…

Introducing CX Sparks: Customer Experience Discussion Guides

We’ve heard from many of our readers that they often use our blog content, especially our videos, as part of their team meetings. They find that the information we share can initiate powerful discussions.

We decided to more actively support this usage with a new offering, CX Sparks. These are free guides that we’ve created to help you drive stimulating discussions. These can be useful for:

Your team meetings
Executive […] Continue Reading…

Building A Strong Voice of The Customer Program (Infographic)

Voice of the Customer (VoC) programs are a critical component for many CX efforts. This infographic examines those efforts. Make sure to visit our VoC/NPS Resource Page for more help in building your VoC program.

Here are links to download different versions of the infographic:

Infographic: in .png format, in .pdf format
18″ x 24″ poster: in .jpg format, in .pdf format

Here are links to the research referenced in the infographic:

State of VoC Programs, […] Continue Reading…

Report: Fan Experience Benchmark: U.S. Professional Sports

We just published a Temkin Group report, Fan Experience Benchmark: U.S. Professional Sports: U.S. Consumers’ TV Preferences And In-Person Experiences For MLB, MLS, NASCAR, NBA, NFL, NHL, PGA, USTA, and WNBA.

For seven years in a row, Temkin Group has tracked U.S. consumers’ preferences for watching professional sports on TV. This year, we also examined their experience when attending a live sporting event. Here are some highlights from this research:

NFL is […] Continue Reading…