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.

Temkin Group's "Year of Humanity." 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 customer experience (CX) that their organization delivers. As you can see in the graphic below:

  • When the level of CX improves, so does the prevalence of the three behaviors.
  • For companies with above average CX, at least 70% of them have employees who mostly demonstrate the behaviors.
  • For companies with below average CX, no more than 33% of them have employees who mostly demonstrate the behaviors.

Positive Humanity And Customer Experience Go Hand In Hand

The bottom line: Improving humanity is great for employees and customers.

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…

CX Myth #2: You Need A 360-Degree View of Customers

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 #2: You Need A 360-Degree View of Customers
What’s Wrong: If companies had an unlimited set of resources to plow into their customer insights efforts and an equally unlimited number of people prepared to take action on those insights, then shooting […] Continue Reading…

Republicans & Trump Fans Have Highest Level Of Well-Being

Temkin Group has been using the Temkin Well-Being Index (TWBi) since 2012 to track the overall quality of life for U.S. consumers. The TWBi is based on a survey of 10,000 U.S. consumers in January. The overall index is an average of three measurements representing the percentage of adults (18 and older) who agree with these statements:

I am typically happy
I am healthy
I am financially secure

In our Q1 2018 […] Continue Reading…

Propelling Experience Design (Infographic)

In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. This infographic provides an overview.

Here are links to download different versions of the infographic:

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

Here are some of the reports with data included in the infographic:

Propelling  Experience Design Across The Organization
2018 Temkin Emotion Ratings
State of CX Management, 2018

CX Myth #1: The Customer Is Always Right

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 #1: The Customer Is Always Right
What’s Wrong: Like all human beings, customers aren’t always right. They sometimes complain when the company did nothing wrong, request things that the company can not or should not provide, and periodically just make mistakes.

What’s […] Continue Reading…

The Six Key Traits of Human Beings (Video)

One of the most important – but often forgotten – elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings. This video identifies six key characteristics to keep in mind whenever you’re dealing with all types of people.

This video is a great introduction to a discussion with your team. That’s why we’ve created a CX Sparks […] Continue Reading…

Collage of 2018 Customer Experience Infographics (So Far)

We’re always looking for ways to share interesting data and concepts, so we regularly publish parts of our content in infographics. In case you’ve missed any of them, here’s a collage of the infographics that we’ve already published this year.

Here are the individual infographics:

Six Laws of Customer Experience
Mastering Customer Experience Metrics
Building A Strong Voice of The Customer Program
Online Training For a Customer-Centric Organization
Humanize Customer […] Continue Reading…