Our Nation Needs More Purposeful Leaders

I’m sorry about this somewhat political post (you can stop reading it now if you like), but I feel as though we all have a responsibility to speak up.

I’ve become saddened by the apparent rise of hate across the U.S. Instead of embracing the strength of our diversity, our country seems to be giving rise to hateful rhetoric and policies that target minority groups.

As an American, I believe that this is intolerable. We are a great nation because of our diversity, not in spite of it.

To paraphrase Martin Luther King, Jr., I have a dream that we can live in a society where people are not judged by their religion, race, color, gender, or ethnicity, but by the content of their character.

While I’m not an expert on politics, I’ve spent a lot of time studying leadership. I believe that the leader of a great nation must demonstrate a competency that Temkin Group calls Purposeful Leadership. My hope is that the leaders of our country can better demonstrate these five P’s of purposeful leaders:

  • Persuasive: Don’t just say that we should be doing something, make the case for why it’s good for all citizens and important for the future of the country.
  • Passionate: Don’t motivate people by scaring them, provide a compelling view of the future that inspires hope.
  • Propelling: Don’t focus on your personal needs and ego, empower and enable the people who work for you and around you to be successful.
  • Positive: Don’t focus on finding flaws and blaming people, motivate them by showing appreciation for their successes.
  • Persistent: Don’t adjust your statements to meet the needs of the day, be very clear about your values and always act consistently with them.

The bottom line: The U.S. is a great country because of its inclusive diversity.

How Distributed Are CX Skills Across Organizations?

In previous research, we described how CX organizations will need to evolve towards a Federated CX Model, which is made up of three components shown below.

An important component of this model is the existence of distributed CX skills. To gauge where companies are in this journey, we asked large companies about the degree to which CX skills are distributed across their organizations. As you can see in the chart […] Continue Reading…

CX Institute eLearning Module Teasers

We recently introduced the CX Institute, which provides online training that creates a customer-centric mindset in employees across an organization. The CX Institute currently offers two eLearning modules, which can be deployed across a company or purchased individually: Customer Experience Foundations and Creating A Customer-Centric Culture.

We just created these teaser videos to provide a sense of what’s in each course…
eLearning Module: Customer Experience Foundations
This interactive online course is meant […] Continue Reading…

2017 Temkin Online Ratings (U.S.): USAA, Advantage Rent-A-Car, and Amazon.com On Top

Temkin Group published the 2017 Temkin Online Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries.

USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th. Advantage Rent-A-Car took third place and Amazon.com tied for 4th. Four TV/Internet service providers earned the lowest scores: Comcast, Cox Communications, Spectrum, […] Continue Reading…

The Power of Customer Journey Thinking (Infographic)

I hate to break this news to you, but your customers most often interact with your organization because they have to, not because they want to. And when they do connect with you, it’s part of a larger journey that they’re on to achieve something more important than the interaction with you.

That’s why it’s critical for organizations to understand and to design experiences for their customers’ journeys.

A few year […] Continue Reading…

Report: Infusing Culture Throughout The New Employee Journey

We just published a Temkin Group report, Infusing Culture Throughout The New Employee Journey.

Here’s the executive summary:

A company’s culture reflects the attitudes and behaviors of its employees and influences almost every aspect of the employee journey and experience. However, despite its importance, many companies fail to orient new employees to their culture during onboarding. Rather than helping new hires form long-term connections with the organization and its values, companies […] Continue Reading…

Five Ways That Organizations Crush Customer Empathy (Video)

Human beings are naturally empathetic, yet that tendency can get crushed when they go to work. Watch and read below…

Did you know that human beings are genetically wired for empathy? Our brains have something called mirror neurons that allow us to virtually feel what someone else is feeling. If you see your friend bump her head, then you are likely to react almost as if it had happened to […] Continue Reading…

2017 Temkin Emotion Ratings, U.S. & UK

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S. (see U.S. companies) […] Continue Reading…

Customer Centricity Requires All Four CX Core Competencies

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies:  Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. It turns out that you’re only as good as your weakest link. Here’s what it looks like when you fall short in one of these areas:

Without Purposeful Leadership the company is Stagnant. Lacking alignment, very little progress is made.
Without Compelling Brand Values, […] Continue Reading…

My Take: 2017 World Congress on Positive Psychology

I recently attended the fifth annual World Congress on Positive Psychology (WCPP) in Montreal with Aimee and Karen. It was four amazing four days of inspiration and reflection. I’m already looking forward to the next WCPP in Melbourne in 2019 (it’s a bi-annual event).

As I did after the the last congress, I’m sharing my thoughts and observations from the four day event. There were many concurrent sessions, so my […] Continue Reading…

Dataset: UK Net Promoter Score Benchmark, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 157 companies across 16 industries.

You can purchase and download the dataset, which includes companies that had at least 85 respondents. The excel spreadsheet includes detailed NPS […] Continue Reading…

Happiness Affects How Consumers View Companies

After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. I started by examining the question:
Does the innate happiness of a consumer influence how she perceives her experiences with companies?
The answer is yes!

I analyzed the happiness of consumers (based on the degree to which they agree with […] Continue Reading…

Report: Renovating Your Voice of the Customer Program

We just published a Temkin Group report, Renovating Your Voice of the Customer Program.

Here’s the executive summary:

Voice of the customer (VoC) programs are essential to any customer experience effort. In recent years, VoC efforts have continued to expand and support their organizations; however, going forward they will need to adapt to significant changes in data sources, technology, operational pressures, and consumer behavior. In this report, Temkin Group details how […] Continue Reading…

2017 Temkin Effort Ratings, U.S. & UK

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S. (see U.S. companies) […] Continue Reading…

Positive Attitudes Differ By Gender And Age

As part of our ongoing consumer studies, we measure a number of different attitudes. Given our belief in the importance of Positive Psychology, we recently started tracking a few new ones:

I feel loved and appreciated
I am optimistic about my future
I lead a purposeful and meaningful life

Since I’m in Montreal at the World Congress of Positive Psychology, I decided to examine these attitudes in our most […] Continue Reading…