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 and motivate a broader group of employees.
This evolution makes sense. During the early stages of CX maturity, modest goals for change only require a few employees to be on-board. But as their efforts expand, CX teams attack more far-reaching issues that affect a larger group of employees. Ultimately, becoming truly customer-centric requires a culture change, which means you really need to influence how all employees think, believe, and act.
That’s why I’m excited that CX Institute just completed its beta period with its first two online training modules: Customer Experience Foundations and Creating a Customer-Centric Culture. While Temkin Group provides a wide range of services, CX Institute fills a gap in helping our clients economically propel a customer-centric culture across their organizations.
Overcoming organizational inertia is hard, but CX Institute can help turn unacquainted and reluctant employees into active participants in the transformation by providing them with:
- Motivation: Helps employees understand why it’s so important for the organization to become more customer-centric.
- Mindset: Shows employees how they (all) play a role in making the organization become more customer-centric.
- Momentum: Identifies tangible ways that employees can change their behaviors, and provides them with support and encouragement along the way.
To make it easy for companies to start using CX Institute’s online training, we’re offering a 25% discount for 60 days on both our individual training (purchase online and start right away) and corporate training (license for 100s or 1,000s of employees). If you’re interested, visit the CX Institute website or send us an email at email@example.com.
The bottom line: It takes all employees to create a customer-centric culture.
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…
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!
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…
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…
We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.
Here’s the executive summary:
This past November, we named six organizations the winners of Temkin […] Continue Reading…
Last month, Temkin Group published its annual list of CX trends and we labelled 2018 “The Year of Humanity.” Here’s an infographic showing the 15 trends (also available in poster form):
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
Happy New Year and welcome to 2018, The Year of Humanity!
Gelukkige nuwejaar, Gëzuar vitin e ri, e glëckliches nëies, aam saiid, shnorhavor nor tari, yeni iliniz mubarek, bonne année, urte berri on, Зновым годам, subho nababarsho, asgwas amegas, mbembe mbu, bonne année, sretna nova godina, bloavezh mat, честита нова година, hnit thit ku mingalar pa, kung hé fat tsoi, bon any nou, xin nian kuai le, pace e salute, sretna nova godina, šťastný nový rok, godt nytår, gelukkig Nieuwjaar, felicxan […] Continue Reading…
As the year winds down, it’s fun to look back and appreciate what’s been done. As you can see in the chart below, Temkin Group published a lot of interesting research in 2017.
I’m very proud of what our team accomplished. We used many different research approaches (e.g., best practice interviews, company surveys, and large-scale consumer studies) to deliver insights about customer experience that shaped the thinking and actions of 1,000s of […] Continue Reading…
To those who are already celebrating, and to those who are on the eve of it, Merry Christmas! And Happy Holidays to everyone!
To get you in the mood for the holidays and to prepare for the upcoming “Year of Humanity,” we created this short, hopefully inspiring musical video… Let Humanity Glow. Enjoy!
The bottom line: Let’s make humanity great again!
Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. We identify some of the key things that CX professionals will need to be on the lookout for throughout the upcoming year. Well, it’s that time again.
During 2018, The Year of Humanity, we expect to see the following 15 trends:
Metrics Reexamination. Although many organizations are using some CX metrics, such as NPS or satisfaction, as […] Continue Reading…
Every year, Temkin Group identifies a theme that we believe deserves the attention of the entire CX community. We focused on Elevate Purpose in 2017, Intensify Emotion in 2016, Engage Employees in 2015, and Amplify Empathy in 2014.
We’ve decided to label 2018 as “The Year of Humanity.”
With all of the discord and tension throughout the world, it seems like a good time for all of us to refocus on what’s […] Continue Reading…
We examined the connection between customer experience and loyalty by tapping into our survey of 10,000 U.S. consumers to analyze the relationship between Temkin Experience Ratings (TxR) and future purchase intentions.
To determine future purchase intentions, we asked consumer how likely they were to purchase more from the company in the future. We calculated the percentage of each company’s customers who selected “6,” or “7” on a scale from “1” […] Continue Reading…
As many readers of this blog know, Purposeful Leadership is one of Temkin Group’s Four CX Core Competencies. How do leaders demonstrate this characteristic? By mastering what we call the 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent.
In a recent post, we showed how Purposeful Leadershipaffects the behaviors of employees. We decided to take a look at how the impact differs across ages of employees. To do this, we segmented more than 5,000 […] Continue Reading…
In our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. As you can see in the chart below, Apple leads the pack with 48% of its clients saying that they’d act as a reference. At the other end of the spectrum, only 11% of Alcatel-Lucent clients would […] Continue Reading…