Temkin Group Research Plans For 2012

It’s been an exciting year for Temkin Group research. As you can see farther down in this post, we’ve published a lot of great reports in 2011. Well, I’m even more excited about what we have planned for 2012!

Our research will continue to focus on five areas: (1) best practices in CX management; (2) tools and data for benchmarking CX performance; (3) emerging trends; (4) consumer activities and behaviors; and (5) Temkin Ratings.

To give you a flavor for what to expect, here are some of the research reports that we already have planned for 2012 (with working titles):

  • Who Prefers Service Over Price (see which consumers will trade off price for service across many industries)
  • Social Media and Mobile Adoption (analyzing adoption across demographic groups. Great data to understand how many of your customers are using these channels.)
  • Consumer Channel Preferences (see what channels consumers want to use for a wide variety of interactions)
  • State of CX Management, 2012 (identify trends in CX management with the 3rd year of this study)
  • CX Plans for 2012 (review what companies say about their CX efforts in 2011 and what they are planning for 2012)
  • The Case for Employee Engagement (study of 2,400+ employees will show link between employee engagement and both CX performance and employee productivity)
  • ROI of Customer Experience (updating analysis in the report The CX-Loyalty Connection)
  • Temkin IT Experience Ratings (technology companies will be rated based on feedback from enterprise customers)
  • Temkin Ratings UK (ranking 60+ companies across 7 industries based on a survey of UK consumers. Look for our temkinratings.co.uk site in early 2012)
  • Temkin Ratings US (we’re expanding beyond the 12 industries in the 2011 ratings and will be able to start analyzing trends)

If there’s a topic that you think we should add to our research agenda next year, then leave a comment and let us know about it.

The bottom line: If you liked our research in 2011, then you’ll love it in 2012


Previous Temkin Group Reports

2011 Research Reports

2010 Research Reports

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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