Humanize Customer Experience (Infographic)

The Year of HumanityAs you hopefully already know, Temkin Group has labelled 2018 The Year of Humanity. As part of our focus on this topic, we put together this infographic that focuses on how we can Humanize CX. It identifies six fundamental characteristics of human beings—Hopeful, Intuitive, Self-Centered, Emotional, Motivated, and Social—that you need to keep in mind when you’re thinking about your customers and employees. It also shows the three components of Humanize CX: Act with PurposeCultivate Deep Empathy, and Create Positive Memories.

The bottom line: Think about people first in every activity and endeavor

Patient Confidence Drives Highest Hospital NPS

We recently asked nearly 2,000 hospital patients about their experiences. Two of the areas we examined were their emotions and their likelihood to recommend the hospital, measured by Net Promoter® Score (NPS).

Of these hospital patients, 46% are promoters, 30% are detractors, which results in an average NPS of 16. When we combined that data with patient emotions, we found that:

Patients are most likely to feel relieved.
Patients who feel […] Continue Reading…

Customer Focus Boosts Employee & Business Performance

It turns out that having a customer focus isn’t only good for customers, but it’s also good for employees and financial results.

We asked more than 5,000 U.S. employees to identify what they felt was the top priority for their senior executives. We also asked them about their work efforts and the financial performance of their organization. As you can see in the chart below:

When senior executives care the […] Continue Reading…

Employee Engagement: A Goldmine of Untapped Value (Infographic)

Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page.

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:

Employee Engagement Competency & Maturity, […] Continue Reading…

Off Topic: Gun Violence, It’s Time For Change

I try not to mix politics into my professional platform, but I feel it’s important to lend my voice to a critical topic, gun violence. As a nation, we the people of the U.S. can’t let down our kids, grandkids, and their children by allowing the continued proliferation of guns in our society. The data matches with common sense: more guns leads to more gun violence, which leads to […] Continue Reading…

5 Promises That Define B2B Customer Success

We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships.

With the shift from on-premise to cloud-based software, technology providers have had to focus even more on customer experience. Why? Because customers buy more incrementally and make renewal decisions more frequently, forcing tech vendors to ensure that customers are continuously getting value.

This shift is not […] Continue Reading…

The Future of VoC: Insight & Action, Not Feedback

The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how to run successful VoC programs. It appears that we on the verge of the next stage in evolution for VoC. So I decided to step back and look at the overall market.
VoC Programs Need To […] Continue Reading…

Report: Tech Vendors: Product and Relationship Satisfaction, 2018

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018.
During Q3 of 2017, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 58 different tech vendors. Google, Oracle outsourcing, and Microsoft servers earned the top overall scores, while Autodesk, ADP outsourcing, and Fujitsu […] Continue Reading…

12 CX Factoids: Ratings, People, and Leadership (Infographic)

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. The initial infographic examined CX efforts and ROI.

In this infographic, we examine 12 factoids on CX ratings, people, and leadership. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the […] Continue Reading…

Off Topic: A Handful of Super Bowl LII Thoughts

First of all, I want to say congratulations to all of the Philadelphia Eagles fans out there. Your team won a great game that capped off an amazing season!

I was lucky enough to attend my third Super Bowl (SB LII) yesterday. Unlike the endings in Super Bowls XLIX and LI, my Patriots did not win the game. Here are a few quick thoughts about the experience:

Minneapolis was a […] Continue Reading…

Report: Customer Experience Expectations and Plans for 2018

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2018.
In December 2017, Temkin Group surveyed 145 respondents – each from a company with $500 million or more in annual revenues – about their customer experience efforts over the past year and their plans for 2018 and beyond. We compared the results of this survey to the results of similar surveys we’ve conducted over the previous […] Continue Reading…

BlackRock CEO Shares A Sense of Purpose. Hallelujah!

Every once in a while, there’s a signal that things are changing. I hope that this is one of those moments.

Larry Fink, Founder, Chairman and Chief Executive Officer of BlackRock, recently sent out his annual letter to CEOs. This year, it was titled, A Sense of Purpose. I urge everyone to read it. Here’s an excerpt:
Society is demanding that companies, both public and private, serve a social purpose. To […] Continue Reading…

Customer Empathy, Lin-Manuel Miranda, and Qualtrics X4

I love it when my work overlaps with some of my other passions. Well, it’s happening in a big way at the Qualtrics X4 Experience Summit in Salt Lake City on March 6th through 9th. I’ll be skiing in Deer Valley before the event, I’ll be speaking about customer empathy at the event, and Lin-Manuel Miranda will also be speaking.

Did you hear me… Lin-Manuel Miranda!I’m not just a fan of […] Continue Reading…

Report: Channel Preferences Benchmark, 2018

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018.
Here’s the executive summary: 
In Q3 2017, we surveyed 10,000 U.S. consumers about their channel preferences when performing 12 different activities – such as selecting a life insurance policy or applying for a new credit card – and compared their responses to the results of a similar study we conducted in Q3 2016. This data snapshot examines how channel preferences […] Continue Reading…

CX Institute Fills Customer-Centric Transformation Gap

If you’re organization is looking to become more customer-centric, then CX Institute can help with online training to provide all employees with the motivation, mindset, and momentum to change.
For years, Temkin Group has worked with organizations that are looking to become more customer-centric, providing guidance to the executives and teams who are responsible for driving this change. But over the last couple of years, we’ve noticed a shift in our […] Continue Reading…