Net Promoter Score: Fact and Fiction

It seems like every year I get a surge of questions about Net Promoter® Score (e.g., NPS®). Well, it’s that time of year.

Rather than re-writing my answers, I decided to share a webinar that I recorded a few years ago. Much of that data has been updated, but the content remains totally applicable. This is a great primer on NPS. Enjoy!

You should also check out Temkin Group’s VoC/NPS Resource Page for current data and more advice on how to use NPS. In particular, read My Latest 9 Recommendations For NPS.

Note: Net Promoter, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc

Report: State of Voice of the Customer Programs, 2017

We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. Here’s the executive summary:

For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. This year we surveyed close to 200 large companies and asked them to complete Temkin Group’s VoC Competency and Maturity Assessment, which evaluates their capabilities across what we […] Continue Reading…

CX Design Wins A Nobel Prize

In case you missed it, Richard Thaler won the Nobel Prize in Economics. He’s a well-known behavioral economist and author of the popular book Nudge. Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002.

You may have seen Thaler in this scene from The Big Short where he and Selena Gomez explain a financial instrument called […] Continue Reading…

Why Am I So Proud of Customer Experience Day?

Yesterday we celebrated the fifth annual Customer Experience Day. It was a wonderful global event that focused on CX, customers, and the CX profession.

Across the world, CX professionals led activities that included online sessions, free giveaways, and exciting in-person events. DellEMC even had Big Papi, David Ortiz live tweeting from its event!

Every year at this time, I’m reminded just how great it is to be in the CX profession. […] Continue Reading…

Free eBook: 25 Tips For Becoming A More Purposeful Leader

As part of our CX Day celebration, which this year is focussed on Elevating Purpose, we’re giving away this free eBook: 25 Tips For Becoming A More Purposeful Leader.

One of Temkn Group’s Four CX Core Competencies is Purposeful Leadership. To master this competency, a company must be able to affirmatively answer the question, “Do your leaders operate with a clear, well-articulated set of values?” Purposeful leaders create an engaged workforce and help their […] Continue Reading…

The Ultimate CX Infographic, 2017

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration.

Take a look at last year’s ultimate CX infographic.

Here are links to download different versions of the infographic:

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

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” It is part of a broader celebration of Customer Experience Day. Check out […] Continue Reading…

Report: Net Promoter Score Benchmark Study, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the sixth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers.
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 almost 300 companies across […] Continue Reading…

Patients Deserve Better Designed Experiences

I’ve recently spent some time visiting different hospitals, luckily not as a patient. There are a lot of amazing things that happen in hospitals, as the medical field continues to push the envelope on diagnostics and treatments. Many diseases that were once fatal are now being cured or at least managed.

While medicine is getter much better, patient experience remains very problematic.

In some cases, a patient’s medical experience can be […] Continue Reading…

Large Companies Lack Purposeful Leadership

As you likely know, one of Temkin Group’s Four CX Core Competencies is Purposeful Leadership. It requires demonstrating 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent.

How prevalent are these attributes? To answer this question, I tapped into Temkin Group’s consumer benchmark study and examined feedback from more than 5,000 U.S. employees. We asked whether or not they agreed that their bosses demonstrated these behaviors that are consistent with the Five P’s:

He/she makes decisions that […] Continue Reading…

Off Topic: Trump, Sports, And Twitter Usage

Yesterday, President Trump tweeted about firing all football players who don’t stand for the National Anthem. From my perspective, his comments were inappropriate and divisive. It’s a shame that the President seems tone deaf on the players’ underlying issues. We should be amplifying the peaceful voices for social justice, not trying to shut them down.

The reactions was swift, as many NFL players, owners, and others tweeted their opinions. I […] Continue Reading…

Announcing the 2017 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 20th. (Here’s the nomination form)

The […] Continue Reading…

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary:
For the sixth year in a row, we looked at the correlation between NPS and […] Continue Reading…

Temkin Group’s (Exciting) Plans For CX Day 2017

Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 3rd and we’re planning another exciting celebration.

Temkin Group has labelled 2017 The Year of Purpose for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans:

Free Webinar. At noon ET, Temkin Group will host a free webinar, Everything You Need to Know About CX, But Were Afraid to Ask, that will provide a strong […] Continue Reading…

6 Levers For Executive Commitment to CX (Infographic)

In the report Activating Executive Commitment to CX, Temkin Group introduces a blueprint that CX leaders can use to gain and strengthen senior executive commitment. It’s composed of six levers: Create Vision Clarity, Share Compelling Opportunities, Amplify Emotional Empathy, Feed Intrinsic Motivations, Enable First Steps, and Fuel Ongoing Confidence. Here’s an infographic that provides an overview.

You can download the graphic in several formats:

Infographic in .jpg or in .pdf
Poster (18″ x 24″) […] Continue Reading…

Mattress Mack Stands Up to Harvey With Purpose

First of all, I send my prayers and best wishes to all of the people effected by Hurricane Harvey.

In the wake of Harvey, there are many, many families who will need help and assistance. We’ve donated to the Rebuild Texas Fund, and I hope that you consider giving to one of the many charities that will be supporting the people of Texas.

Mixed in with the vast pain and suffering, were […] Continue Reading…