CX Leaders’ Employees Feel Prouder & More Appreciated

If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and employee experience (EX). We continued to find that connection in our latest consumer benchmark.

In our Q3 2018 study, we asked 5,000+ U.S. employees to pick a word that best describes how their job makes them feel and split those responses based on how they judged the overall CX that their company delivers. As you can see in the figure below:

  • More than 80% of employees that picked “proud” and “appreciated” work in organizations that they believe are CX leaders. “Confident” is next on the list at 74%.
  • When employees picked “embarrassed” and “angry,” they were the least likely to work for CX leaders and the most likely to work in CX laggards.

Employee attitudes versus customer experience (CX)

The bottom line: CX leaders have proud employees, CX laggards have angry ones.

CX Myth #5: Wow Customers During Every Interaction

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths.

CX Myth #5: Wow Customers During Every Interaction
What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical. All interactions should aim to meet your target customers’ […] Continue Reading…

Employees Want To Make A Positive Impact

What motivates employees? This may seem like a difficult question to answer, but it’s not hard at all. There’s one overwhelming answer: Making a positive difference.

In our latest consumer benchmark study, we asked more than 5,000 full-time U.S. employees to select which of eight job characteristics they felt was the most important. Here’s what we found:

Making a positive impact: 42%
Earning a lot of money: 14%
[…] Continue Reading…

What’s All This About X- And O-Data?

You might have heard Qualtrics discussing X-data (experience data) and O-data (operational data), and wondered, should we care? The answer is yes, and here’s why.

Let’s start with a basic premise that no individual experience exists in a vacuum. People form their opinions about any experience based on a collection of different factors. The more we can understand those factors, the better we can extrapolate the insights about a single personal experience […] Continue Reading…

Have A Thanksgiving Full Of Purpose & Meaning

Many people who read this blog are celebrating Thanksgiving and will be exchanging “Happy Thanksgiving” greetings throughout the day. But I’m pretty sure that overdosing on turkey and stuffing is not the most expedient path to long-term happiness (although I don’t have any data to support my hypothesis).

What is a better path to happiness? Purpose and meaning. As you can see below, people who find purpose and meaning in their […] Continue Reading…

Temkin Group, Qualtrics, And SAP

Well, this has been a crazy month. In case you missed it, Temkin Group was acquired by Qualtrics. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?!

A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased. But here’s my read of the […] Continue Reading…

CX Myth #4: Net Promoter Score Is The Best/Worst Metric

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths.

CX Myth #4: Net Promoter Score Is The Best/Worst Metric
What’s Wrong: People often argue that Net Promoter Score (NPS) is the greatest metric, while other people argue that it’s a terrible metric. Both of those points of view are off the mark.

What’s […] Continue Reading…

Great News: Temkin Group Joins Forces With Qualtrics

I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM).

This new center––the Qualtrics XM Institute––brings together the industry’s foremost thought leaders to help shape the future of experience management, establish and publish best-practices, drive product innovation, and enable certification and training programs that further build a community of XM […] Continue Reading…

For Employees, A Positive Impact Means More Than Money

In our latest consumer benchmark study, we asked more than 5,000 U.S. employees what they felt was the most important thing they want to accomplish at work. The top motivator, by a very large margin, is Making a positive impact. This option was chosen three times more frequently than the next highest option, Earning a lot of money.

I also examined the data by age groups. It turns out that […] Continue Reading…

Baseball Fans Lean To The Right

As a die-hard Red Sox fan, I really enjoy watching the MLB playoffs. As a matter of fact, baseball is one of the two major U.S. sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). But even with sports on TV, I couldn’t hide from the news updates full of partisan political bickering. So it made me think… what are the political views of baseball fans?

I know that’s […] Continue Reading…

eBook: Humanizing Customer Experience

Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, over the past year we have conducted research and developed content – such as this eBook – specifically aimed at helping fellow CX professionals improve the world around us. In this eBook, Humanizing Customer Experience, you will learn about:

The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act.
[…] Continue Reading…

Report: Net Promoter Score Benchmark Study, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.
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 342 companies across 20 industries based on a survey of 10,000 U.S. […] Continue Reading…

Oxford CEO Demonstrates Purposeful Leadership

One of the key ingredients to a customer-centric organization is Purposeful Leadership. To keep an entire company moving in tandem, leaders must articulate and commit to a clear purpose – one that aligns all employees’ day-to-day decisions and is more compelling than simply increased profits. What does that look like?

This video from Oxford Properties’ CEO Michael Turner is a great example of Purposeful Leadership in action (thanks to Roger Pugsley for […] Continue Reading…

Lessons From Temkin Group’s Humanity Workshops

Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.

It’s been an amazing experience to see the overwhelmingly positive response from more than 600 CX professionals.

The workshop has […] Continue Reading…