A Reminder About the Design of Little Things

At the Qualtrics Insight Summit in Salt Lake CIty last week, I was able to see Dan Ariely’s keynote speech. I’m a huge fan. Ariely is one of the leading researchers in behavioral economics, which is a field that influences a lot of the thinking that shows up in my blog. Ariely shared a version of this graphic (that I borrowed from Ariely’s blog) that shows the percentage of people who sign up to be organ donors across different companies and asked the audience this question: Why do some of these countries have such high participation rates while others are so Read More …

American Airlines Site Showcases Design Of Little Things

I’m a very frequent flier and a heavy user of the American Airlines site. One of the things that has bothered me about the site is the login process. In order for my AAdvantage number to show up during my next visit, the site required me to check a box below the password. If I forgot (which happened often), then I would need to input my AAdvantage number again. American Airlines recently changed their site to keep the box checked if it was previously checked. My take: While the login issue was not a big problem, it certainly was an ongoing annoyance. Read More …

The Design Of Little Things

Large companies regularly spend 10s of millions of dollars to improve their interactions with customers on projects like revamping their websites, deploying new CRM applications, replacing IVR systems, and can spend even more on redesigning their stores. Do companies get the full benefit from those efforts? Absolutely not. Companies obsess on major milestones like deployments, but don’t aggressively fine-tune those efforts once they go live. As a result, they don’t add the finishing touches that make things much easier or more memorable for customers. An example of this is the Marriott Marquis elevators; a $12 million system that completely confuses many guests. The hotel could Read More …

Design Lesson From… MA Department of Transportation

As you read the title of this post, you were likely thinking that there’s been a typo. Departments of Transportation (DoT) around the country have been called a lot of names, but good designers isn’t a common label. In this one case, though, I want to give a shout out for a part of the MA DoT’s roll out of MA’s new toll-less EZPass system. In the past, if you did not have an E-ZPass transponder, you could go to a separate lane on the Mass Pike and pay a toll operator. The new system will completely eliminate the need for toll operators. If a Read More …

Design Experiences to Nudge Consumers

An ever-increasing body of scientific evidence indicates that humans are not completely rational decision-makers. Instead our default is to make decisions intuitively at the subconscious level, only later engaging the reasoning part of our brain to justify the choices we made. Consequently, our decisions are biased and at times easily influenced by environmental cues. I just read an  interesting article in the New York Times “Nudged to the Produce Aisle by a Look in the Mirror” that describes efforts to capitalize on the way humans make decision and “nudge” consumers to choose healthier options in supermarkets. Here are some of those Read More …

CX Mistake #3: Neglecting Experience Design

In this series of posts, we examine some of the top mistakes companies make in their customer experience management efforts. This post examines mistake #3: Neglecting Experience Design. Companies focus on the basic requirements of an interaction but ignore the elements of design that can make the difference between customer anger and customer delight. The lack of good design can be see in this quote by Adam Greenfield, a former head of design direction at Nokia: “The engineers at Nokia brag about the number of megapixels a new phone has. But they don’t understand that if you can’t find the button Read More …

Hospital (Almost) Provides Valuable Patient Status

In a recent visit to a hospital, a member of my family spotted this patient status screen. It’s a great concept, keeping family members up to speed on the status of their beloved patient as he or she is in surgery. While it’s a wonderful idea, the design falls flat. Take a look at the confusing status items: This is an example of what I call the Design of Little Things (DoLT). So many organizations invest in good ideas, but fail to do the little things that will create a really positive experience for customers. It’s like running a marathon Read More …

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 professionals. The Institute will create industry benchmarks, drive groundbreaking thought leadership, and guide ongoing program optimization for customers. As part of the acquisition, I will be leading the Institute. We Read More …

Temkin Group’s CX Humanity Workshop

Temkin Group has been leading CX Humanity Workshops as part of our celebration of 2018 as “The Year of Humanity.” We’ve brought these interactive sessions to CXPA.org’s local networking groups (for free) in many cities. We hope that attendees are inspired to make a difference as individuals, as CX professionals, and as part of the overall CX community. Here are some resources related to the content that we cover in the workshop: Slides from the workshop (.pdf) Humanize CX: Putting People First (landing page) Temkin Group’s Happiness Assessment Humanize Customer Experience (infographic) Six Key Traits of Human Beings (video) Purposeful Read More …

Domino’s Misses Customer Experience Mark

After we released the Temkin Experience Ratings for fast food restaurants, a Business Insider report asked Domino’s to comment on the pizza giant’s ranking (15th out of 19 fast food restaurants). Here’s how a Domino’s representative responded: We’re the only restaurant chain of our size in the U.S. that has experienced seven consecutive years of positive same store sales growth and we’ve been rated the best-tasting pizza by independent research of all the national brands. We believe those mean something. That response wasn’t directly related to customer experience, but we at Temkin Group were intrigued by the Domino’s claim to have the best tasting Read More …

Three Ideas to Re-Humanize Patient Experience

I was recently interviewed for an article that discusses a post where Fox News journalist John Stossel describes his experience as a lung cancer patient at the New York-Presbyterian Hospital. First of all, I hope that Stossel’s treatment is successful. And although I don’t fully agree with his analysis of the industry, I do agree with his observation “…I have to say, the hospital’s customer service stinks.” Yes, there is a problem with patient experience. I’m reminded of this picture from a post that I wrote in 2009, which comes from Cleveland Clinic’s 2008 Annual Report. With all of the focus on costs and Read More …

100 Customer Experience Tips in 105 Characters (Or Less)

I’ve decided to take on a personal challenge: Tweeting (@btemkin) a new customer experience tip for 100 straight days. After accounting for the overhead in each tweet (like links back to this post), I’m only left with about 105 characters. Hopefully I can keep up the pace and pack insight into that limited space. I’ll be using the hashtag, #CXtip, so you can follow me on twitter (or just keep coming back to this post). The tips will cover the four customer experience core competencies: Purposeful Leadership (PL), Compelling Brand Values (CBV), Employee Engagement (EE) and Customer Connectedness (CC). Here are the 100 #CX Tips: #CXtip 1: Examine #insights Read More …

2014 Temkin Group CX Vendor Excellence Award Winners

Watch this blog and my Twitter feed for an announcement about the 2015 CX Vendor Excellence Awards in January Today we announced the results of the 2014 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners: Allegiance Clarabridge Verint Also, congratulations to the finalists: Confirmit, Enghouse Interactive, Mindshare Technologies, Qualtrics, and Walker. In its second year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. The Read More …

Key Ingredient for CX Innovation: Love

How can you create value for your customers and your organization? Innovate around your customer experience. Here are some examples of different ways to uncover CX innovation ideas: Look for opportunities to add value around customer lifecycle events. Sovereign Assurance NZ’s research showed that many new parents don’t have the time to review their life insurance, but after having a new baby, it’s more important than ever to have some life insurance. The company developed a program called “Choose Precious” that offers new parents $10,000 free life insurance up until their baby’s first birthday. New parents just need to register at chooseprecious.co.nz Read More …

10 CX Mistakes to Avoid

This page provides additional information for people who have read the eBook: 10 CX Mistakes to Avoid: Advice for Improving Your Customer Experience Efforts. The eBook references a variety of Temkin Group research and blog posts. Here are links to many of those resources: eBook: 6 Laws Of Customer Experience State of CX Management, 2012 2012 Temkin Experience Ratings The ROI of Customer Experience Resources for Voice of the Customer Programs Employee Engagement Benchmark Study Three Characteristics Of Transformational Leaders What If Customer Experience Has No ROI? Stop Listening To Customers… Sometimes It’s Time For Text Analytics The Design Of Read More …