Humanity And Customer Experience Go Hand In Hand

Hopefully you know by now that Temkin Group has labelled 2018, The Year of Humanity. We’ve been trying to propel people to embrace diversity, extend compassion, and express appreciation.

Temkin Group's "Year of Humanity." Embrace diversity, extend compassion, and express appreciation.We’ve been doing research as part of that effort. In our latest consumer benchmark study of 10,0000 U.S. consumers, we added questions about how often people demonstrate those three behaviors. We then analyzed their responses based on how they rated the customer experience (CX) that their organization delivers. As you can see in the graphic below:

  • When the level of CX improves, so does the prevalence of the three behaviors.
  • For companies with above average CX, at least 70% of them have employees who mostly demonstrate the behaviors.
  • For companies with below average CX, no more than 33% of them have employees who mostly demonstrate the behaviors.

Positive Humanity And Customer Experience Go Hand In Hand

The bottom line: Improving humanity is great for employees and customers.

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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