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 the statement “I am typically happy“) and the Temkin Emotion Ratings ( a subset of the Temkin Experience Ratings) that they gave to companies with which they’ve recently interacted. The data represented more than 106,000 interactions across 20 different industries.

As you can see in the graphic below, consumers who are happier are more likely to rate their interactions as being positive emotional experiences and less likely to rate them as being negative emotional experiences.

The bottom line: Happy people make more emotionally connected customers.

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 […] Continue Reading…

Report: Economics of Net Promoter Score, 2017

We just published a Temkin Group report, Economics of Net Promoter Score, 2017. Here’s the executive summary:
Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts. But how does this metric actually relate to loyalty? To uncover the relationship between NPS and loyalty, […] Continue Reading…

2017 Temkin Trust Ratings, UK: Nationwide, John Lewis, and M&S Food on Top

Trust is a critical component of a strong relationship with customers. That’s why Temkin Group has been measuring trust for several years in the U.S.

This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in […] Continue Reading…

The Human Side of Employee Engagement

As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. It’s one of our Four CX Core Competencies and a critical component of a customer-centric culture.

While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the […] Continue Reading…

Report: Activating Executive Commitment to CX

We just published a Temkin Group report, Activating Executive Commitment to CX. Here’s the executive summary:
Organizations that want to drive sustainable customer experience (CX) improvements need to have senior executives who are committed to propel change throughout the entire journey. Successful transformation efforts require senior executives to set the direction, […] Continue Reading…

2017 Temkin Customer Service Ratings: USAA and Mercedes-Benz Are On Top

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row. […] Continue Reading…

How Comcast Ignored This Customer’s Journey

We recently had an experience with Comcast that shows the importance of Customer Journey Thinking™. I’m not sharing this example to pick on Comcast (although it can be an easy target for bad customer experience given its consistently poor performance in the Temkin Experience Ratings), but instead I want […] Continue Reading…