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 the deaths of too many innocent people.

Let me make this clear, I am not opposed to the 2nd amendment. I’m not advocating for the elimination of the right to bear arms. But I do think that we need to create some common sense limit to gun ownership, like:

  • Extend background checks for all purchases of guns, and limit ownership in cases where there’s a history of violence or mental illness. (Yes, create a national database. For goodness sake, we do this to keep people from buying too much sudafed at pharmacies).
  • Eliminate the legal ownership of all guns that facilitate mass killings, such as assault rifles and any gun that has a large magazine of bullets.
  • Allow for the proactive removal of guns from people who demonstrate violence or have mental health issues that may lead to violence.

Yes, we need to do a lot more to help people with mental health issues and to protect our schools. But the solution to our chronic gun violence issue has to include some common sense limitations on gun ownership.

The situation led me to create this poem, which I have been releasing in pieces on twitter…

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Gun Violence, It’s Time For Change

When we found that smoking caused cancer… we cut back on cigarettes.
When we found that snow was making our walkways slippery… we chopped ice.
When we see children and other innocent people being shot… we protected gun ownership. 
It’s time for change.

When we found that many people were dying in car accidents… we lowered speed limits.
When we found coyotes attacking our pets… we built fences.
When we see children and other innocent people being shot… we protected gun ownership.
It’s time for change.

When we found terrorists attacking planes… we increased airport screening.
When we found toddlers falling down stairs… we put up gates.
When we see children and other innocent people being shot… we protected gun ownership.
It’s time for change.

When we found people in severe motorcycle accidents… we required helmets.
When we found dogs biting people… we required leashes.
When we see children and other innocent people being shot… we protected gun ownership.
It’s time for change.

When we found people being poisoned… we eliminated lead paint.
When we found trees about to fall… we cut off branches.
When we see children and other innocent people being shot… we protected gun ownership.
It’s time for change.

When we found people having severe car accidents… we required airbags.
When we found our furniture stubbing toes… we moved tables.
When we see children and other innocent people being shot… we protected gun ownership.
It’s time for change.

When we found cell phones distracting drivers… we outlawed texting and driving.
When we found fireplace embers creating fires… we put up screens.
When we see children and other innocent people being shot… we protected gun ownership.
It’s time for change.

When we find people dying… laws change.
When we find dangerous situations… people change.
When we find gun-related violence… nothing changes.
It’s time for change.

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I don’t want to turn this blog to become a platform for a debate on gun ownership, so I won’t respond to comments. I just wanted to share my opinion.

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

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 work. It’s no longer just about providing our clients with the skills and knowledge they need to be masterful CX professionals. We are increasingly helping them train […] Continue Reading…

15 CX Factoids: Customer Experience Efforts & ROI (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. This first infographic looks at CX efforts and the ROI of those activities. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the referenced content.

Here are links to download different […] Continue Reading…

Free eBook: The 6 Laws Of Customer Experience

This is an update to the original eBook that was published in 2008. It has been downloaded and read by tens of thousands of people around the world and is likely one of the most-read documents ever published on the topic of customer experience.

So enjoy the updated eBook: The 6 Laws Of Customer Experience: The Fundamental Truths That Define How Organizations Treat Customers

Just like the three laws that govern all of physics, there […] Continue Reading…

Happy MLK Day in The Year of Humanity!

Happy MLK Day!

Source: Wikipedia

Every year on this day I like to celebrate lessons that we can learn from Martin Luther King, Jr. This year, I’ll focus on this quote:
“We must live together as brothers or perish together as fools”
This line is from King’s commencement address at Oberlin College in 1965 titled, Remaining Awake Through a Great Revolution. Here’s a bit more of the speech that surrounded that […] Continue Reading…

CX ROI: Better Customer Experience = More Recommendations

In a recent post, I showed the correlation between customer experience and consumers’ likelihood to repurchase.

Since that post was so popular, I decided to once again tap into our survey of 10,000 U.S. consumers to analyze the relationship between CX (Temkin Experience Ratings) and likelihood to recommend.

To determine likelihood to recommend, we asked consumer how likely they were to recommend the company to friends and family. We calculated the […] Continue Reading…