Nadella Pushes Microsoft to Rediscover Its Soul

In a letter to all Microsoft employees called Starting FY15 – Bold Ambition & Our Core, CEO Satya Nadella established a mandate and vision for significant change across the technology behemoth. Microsoft has great assets, but it has not kept up with changes in how people use technology. The Redmond giant was becoming increasingly less relevant in a world where digital technology is becoming more relevant. Microsoft has needed to change for a while. There’s a saying that the best time to plant a tree is ten years ago and the second best time is right now. Nadella has made it clear that Read More …

Cloud Computing Leaders: Google, Microsoft, and ACS

The “cloud” is a popular topic in IT circles. So we decided to examine how much it will affect companies and how prepared technology vendors are to satisfy those changing customer demands. During January 2012, we asked 800 IT professionals from companies with at least $500 million in annual revenues two questions about cloud computing: Cloud importance: To what degree will the shift to cloud computing influence your company’s IT strategy over the next three years? (Note: 79% of IT professionals say it will have a significant influence) Cloud capabilities: Given your company’s plans for cloud computing, how would you rate the cloud computing Read More …

6 Customer-Centric Lessons From Microsoft And Windows 7

I know; you don’t often see “Microsoft” and “customer-centric” together in the same sentence. 🙂 Let me start with a disclaimer: Microsoft is a very large client of my employer (Forrester Research) and I’ve worked with Microsoft on its customer experience efforts. Hopefully my posts about Microsoft demonstrate that I take a balanced view on the software behemoth, as I do with every company (for example, see Will An Efficient Culture Destroy Microsoft? and Apple Beats Windows In Customer Experience). I recently had discussions with several Microsoft execs about the company’s customer & partner experience (CPE) and online self-help efforts surrounding Windows 7. Overall, I think they are doing an excellent job Read More …

Will An Efficient Culture Destroy Microsoft?

I just read an interview of Microsoft’s CEO Steve Ballmer in the New York Times that really caught my eye. Ballmer was asked the following question: “Fill in the blank. You want the culture of your company to be more __________?” Here was his response: Efficient. The right word is efficient. That’s the direction that every business leader is steering their corporate culture. Given the current economic climate and the uncertainty about how long the recession will last, this is a time when organizations need to do more with less, Microsoft is no exception… My take: For Microsoft’s sake, I Read More …

Microsoft Takes A Giant Leap Into Retail

Microsoft has been contemplating a new frontier… Retail. Over the past couple of years, Microsoft has recognized that it needs to take a more active role in the retailing of it’s products. It can no longer leave in-person merchandising and selling to retailers. What’s driving the urgency in Redmond to get into stores? Apple. Apple has radically changed the paradigm for retailing in technology. Rather than relying on retailers to deliver in-person experiences, Apple stores have revolutionized both the sales model and the service model for technology retailing. That’s why it’s no surprise that Microsoft just hired a former Walmart executive to open a chain of retail stores. Read More …

Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B)

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. Here’s the executive summary: For the seventh year in a row, we have calculated the Net Promoter Score® (NPS®) of over 60 technology vendors and analyzed the correlation between NPS and four client loyalty behaviors – likelihood of repurchasing from that technology vendor, likelihood of trying new offerings, likelihood of forgiving the vendor if it makes a mistake, and willingness to act as a reference for the vendor. To gather this data, we surveyed 800 IT decision-makers from large North American firms about their relationships with their technology Read More …

Temkin Experience Ratings Industry Snapshot: Software

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Apple for earning the top customer experience rating across software firms. Of the 10 providers included in this year’s Ratings, Apple earned the highest score with a rating of 69%, putting it in 149th place overall out of 318 companies across 20 industries. Microsoft and Google were very close behind with 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 …

Report: Tech Vendors: Product and Relationship Satisfaction, 2018

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018. During Q3 of 2017, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 58 different tech vendors. Google, Oracle outsourcing, and Microsoft servers earned the top overall scores, while Autodesk, ADP outsourcing, and Fujitsu received the lowest overall scores. To determine their product rating, we evaluated tech vendors across four product/service criteria: features, quality, flexibility, and ease of use. And we calculated their relationship Read More …

Report: 2017 Temkin Experience Ratings of Tech Vendors

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. Here is the executive summary of the report: The 2017 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 58 large technology vendors. We surveyed 800 IT decision-makers from large companies regarding three components – success, effort, and emotion – of their experiences with these Read More …

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors. To examine this link, we surveyed 800 IT decision-makers from large North American firms, asking about their relationships with their technology providers. Through this research, we Read More …

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, lead communication efforts, model desired behaviors, align resources, and hold the rest of the organization accountable. However, CX leaders and their teams often struggle to obtain the commitment and involvement necessary from senior executives to ensure these change efforts succeed. In this report, we provide a model for how CX Read More …

Report: 2014 Temkin Experience Ratings of Tech Vendors

We just published a Temkin Group report 2014 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 802 IT decision makers from large North American firms. Here is the executive summary of the report: The 2014 Temkin Experience Ratings for Tech Vendors evaluates the customer experience of 62 large technology vendors. We surveyed 800 IT professionals from large companies on the success, effort, and emotion components of their experiences with these IT providers. VMware and Microsoft (for both its servers and business applications divisions) earned the top ratings, but still only Read More …

Report: Tech Vendor NPS Benchmark, 2014

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2014, The research examines Net Promoter Scores and the link to loyalty for 63 tech vendors based on feedback from IT decision makers. We also compared overall results to our 2013 NPS benchmark and our 2012 NPS benchmark. Here’s the executive summary: We surveyed IT decision-makers from more than 800 large North American firms to learn about their relationships with their tech vendors. We asked them a series of questions regarding their experiences as the clients of different tech vendors, and one of the questions we posed generated Net Promoter Scores® (NPS®) for Read More …

Amazon Provides Best Technical Support

We examined the service and support delivered by the following technology providers: Amazon (e.g., Kindle, Kindle Fire, Kindle Fire HD, Amazon Prime) Apple (e.g., iPhone, iPad, iTunes, iCloud, MacBook) Google (e.g., Search, Google Docs, Gmail, YouTube, Google Play, Google Drive) Sony (e.g., PlayStation 3, PlayStation 4) Microsoft (e.g., XBOX, WINDOWS, MSOffice, and Skype) Nintendo (e.g., Wii, Wii U) Samsung (e.g., Galaxy Phones, Galaxy Tablets, Galaxy Note) We asked consumers who had recent service or support experience to rate those vendors in two areas: Thinking about your recent customer service or technical support experience from these companies, how would you rate the end-to-end experience Read More …