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 Read More …

The Demographics of Happiness

Tomorrow I will join millions of Americans in celebrating Thanksgiving. Many of us will spend the day with our families devouring turkey, stuffing, and other savory dishes while watching football games. It’s also a great time to actually give thanks. I have a lot to appreciate; a wonderful family, a great group of friends, a thriving business, an amazing Temkin Group team, and the world’s best clients. As we know from the positive psychology movement, the act of appreciation creates happiness—and all of that makes me very happy. Given the holiday, I decided to dig into Temkin Group’s Q3 2016 Consumer Benchmark Study and see who’s Read More …

Three Steps For Happiness to Fuel Organizational Empathy

Over the last couple of months, I’ve delivered several keynote speeches. In many of them, I’ve discussed organizational empathy (often as an element within People-Centric Experience Design). One of my key messages is that happiness creates empathy. As shown in the blog post Happy People Are More Productive Employees, happy people are more empathetic. So how do you take advantage of this information? Here are my three simple steps: Be Happy. If you’re not happy, then you won’t have much capacity to think about other people, employees or customers. So how do I recommend being happy? By being grateful. A growing body of research shows that Read More …

Examining the Happiness of Mothers on their Day

First of all, Happy Mother’s Day to all of the mothers that read my blog. Given the day, I decided to examine our consumer research to find out if mothers are, in fact, happy. My previous analysis already shows that females are happier than males. But what about if they are mothers or not? I examined happiness levels of more than 5,000 U.S. females based on their family situation. As you can see in the chart below, married moms are by far the happiest females. The bottom line: Happy Mother’s Day!!!

Examining the Demographics of Happiness

I read an interesting article this week by Adam Davidson in the New York Times called Money Changes Everything. It’s one of the growing number of articles raising the discussion about happiness. I’ve blogged a bit about happiness and decided to dive into our latest dataset of responses from 10,000 U.S. consumers and examine the demographics of happiness. Here’s what that analysis uncovered: 74.4% of U.S. consumers agree that they are typically happy Females are happier than males African-Americans are the most happy and Caucasians are the least People who live in the South are the most happy and those who Read More …

Happiness Is Key Ingredient To Productivity

I want to leave you with a happy thought for the weekend. As you can see in the chart below, happy people tend to be more productive in work. My take: First of all, it’s important to have happy employees. So make sure that you are screening out unhappy people during the recruiting and hiring process. Also, design your company environment and operations to encourage employees to be happy. It might make sense for the executive team to discuss employee happiness on a regular basis. Psychologist Shawn Achor, in his TED Talk: The Happy Secret to Better Work, describes that happiness is what leads to success Read More …

Welcome to the Year of Humanity!

Happy New Year and welcome to 2018, The Year of Humanity! Gelukkige nuwejaar, Gëzuar vitin e ri, e glëckliches nëies, aam saiid, shnorhavor nor tari, yeni iliniz mubarek, bonne année, urte berri on, Зновым годам, subho nababarsho, asgwas amegas, mbembe mbu, bonne année, sretna nova godina, bloavezh mat, честита нова година, hnit thit ku mingalar pa, kung hé fat tsoi, bon any nou, xin nian kuai le, pace e salute, sretna nova godina, šťastný nový rok, godt nytår, gelukkig Nieuwjaar, felicxan novan jaron, head uut aastat, gott nýggjár, onnellista uutta vuotta, gelukkig Nieuwjaar, bonne année, lokkich neijier, bon an, feliz aninovo, gilotsavt aral tsels, ein gutes neues Jahr, kali chronia, rogüerohory Read More …

CX Design Wins A Nobel Prize

In case you missed it, Richard Thaler won the Nobel Prize in Economics. He’s a well-known behavioral economist and author of the popular book Nudge. Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. You may have seen Thaler in this scene from The Big Short where he and Selena Gomez explain a financial instrument called a synthetic collateralized debt obligation (CDO). [Note: there’s some foul language]. So what does this have to do with CX design? Thaler applied behavioral economics to government interactions with citizens. Read More …

My Take: 2017 World Congress on Positive Psychology

I recently attended the fifth annual World Congress on Positive Psychology (WCPP) in Montreal with Aimee and Karen. It was four amazing four days of inspiration and reflection. I’m already looking forward to the next WCPP in Melbourne in 2019 (it’s a bi-annual event). As I did after the the last congress, I’m sharing my thoughts and observations from the four day event. There were many concurrent sessions, so my notes only reflect a small slice of the event. What is Positive Psychology? In case you’re wondering what Positive Psychology is all about, here’s a definition from the Positive Psychology Center: Positive Read More …

Embrace Your Unalienable Right to Be Happy

We hold these truths to be self-evident, that all men are created equal, that they are endowed by their Creator with certain unalienable Rights, that among these are Life, Liberty and the pursuit of Happiness. Happy July 4th! While not everyone who reads my blog is celebrating a holiday today, I hope that everyone can embrace the sentiment described in the famous line above from the U.S. Declaration of Independence. If we look through the mindset of the time and replace “men” with “all people,” then this sentence is a powerful blueprint for our collective well-being. It’s interesting that one of the Read More …

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 picture. To fully understand employee engagement, it’s important to look deeper at the people who are our employees. Why? Because employee engagement is driven by two things: Human Attitudes & Work Environment. What do I mean by “Human Attitudes?” Your employees are people who have a set of feelings and beliefs Read More …

Human Beings Are Driven By Their Personal Predictive Analytics

In yesterday’s NY Times, there’s an excellent article, We Aren’t Built to Live in the Moment (written by Martin Seligman and John Tierney). It discusses how human beings process information, and the emergence of a new field called prospective psychology. Here’s a very simplified summary of what it says… Human beings: Are distinctive from other species in our ability to focus on, value, and plan for the future. Store our memories in three different components: what happened, when it happened, and where it happened. Use our mental “downtime” to run many, many simulations about the future by reconfiguring the elements of our memory in different Read More …

Consumer Emotions To Health Plans Differ Across Age Groups

In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, researching a health plan. We analyzed the emotional responses across different ages of consumers after that interaction and found that: Consumers who are 44-years-old or younger tend to feel happy Consumers who are 45-to-64 years old tend to feel frustrated Consumers who are 65-years-old and older tend to feel relieved As you can see in the chart below: 18- to 24-year-olds: The most common emotion of the youngest consumers is happiness, and these young group Read More …

Podcast: Purposeful Leadership With Tom Feeney, Safelite CEO

As part of Temkin Group’s celebration of 2017 as The Year of Purpose, I interviewed Tom Feeney, President & CEO of Safelite Group. Temkin Group defines purposeful leadership as operating consistently with a clear, well-articulated set of values. That also describes Tom. I’ve had the pleasure of knowing Tom for many years, and believe that he is a great example of a purposeful leader. While Safelite is by far the largest auto glass repair and replacement company in the U.S., the podcast does not focus on the company’s strong financial growth. Instead, Tom and I discuss Safelite’s purpose statement: Making a difference by bringing unexpected happiness to people’s Read More …