Report: Lessons in CX Excellence, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.
Here’s the executive summary:
This past November, we named six organizations the winners of Temkin […] Continue Reading…

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 […] Continue Reading…

An Exciting Year For Temkin Group Research

As the year winds down, it’s fun to look back and appreciate what’s been done. As you can see in the chart below, Temkin Group published a lot of interesting research in 2017.

I’m very proud of what our team accomplished. We used many different research approaches (e.g., best practice interviews, company surveys, and large-scale consumer studies) to deliver insights about customer experience that shaped the thinking and actions of 1,000s of […] Continue Reading…

Let Humanity Glow (Video)

To those who are already celebrating, and to those who are on the eve of it, Merry Christmas! And Happy Holidays to everyone!

To get you in the mood for the holidays and to prepare for the upcoming “Year of Humanity,” we created this short, hopefully inspiring musical video… Let Humanity Glow. Enjoy!

The bottom line: Let’s make humanity great again!

15 Customer Experience Trends for 2018

Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. We identify some of the key things that CX professionals will need to be on the lookout for throughout the upcoming year. Well, it’s that time again.

During 2018, The Year of Humanity, we expect to see the following 15 trends:

Metrics Reexamination. Although many organizations are using some CX metrics, such as NPS or satisfaction, as […] Continue Reading…

Introducing The Year of Humanity (2018)

Every year, Temkin Group identifies a theme that we believe deserves the attention of the entire CX community. We focused on Elevate Purpose in 2017, Intensify Emotion in 2016, Engage Employees in 2015, and Amplify Empathy in 2014.

We’ve decided to label 2018 as “The Year of Humanity.”

With all of the discord and tension throughout the world, it seems like a good time for all of us to refocus on what’s […] Continue Reading…

CX ROI: Better Customer Experience = More Purchases

We examined the connection between customer experience and loyalty by tapping into our survey of 10,000 U.S. consumers to analyze the relationship between Temkin Experience Ratings (TxR) and future purchase intentions.

To determine future purchase intentions, we asked consumer how likely they were to purchase more from the company in the future. We calculated the percentage of each company’s customers who selected “6,” or “7” on a scale from “1” […] Continue Reading…

Young Employees Are Most Impacted By Purposeful Leaders

As many readers of this blog know, Purposeful Leadership is one of Temkin Group’s Four CX Core Competencies. How do leaders demonstrate this characteristic? By mastering what we call the 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent.

In a recent post, we showed how Purposeful Leadershipaffects the behaviors of employees. We decided to take a look at how the impact differs across ages of employees. To do this, we segmented more than 5,000 […] Continue Reading…

Tech Vendors: Good CX Correlates to Referenceable B2B Clients

In our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. As you can see in the chart below, Apple leads the pack with 48% of its clients saying that they’d act as a reference. At the other end of the spectrum, only 11% of Alcatel-Lucent clients would […] Continue Reading…

Report: The State of CX Metrics, 2017

We published a Temkin Group report, The State of CX Metrics, 2017.
Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.

Here are some of the highlights:

Only 11% […] Continue Reading…

Collage of Great Customer Experience Infographics

If you like customer experience and visualizations, then you should enjoy this collection of CX infographics that we’ve published over the last year or so. Each of the infographics can be downloaded as a traditional infographic, or in the form of an 18″ x 24″ poster. 

Here are some of our most recent infographics:

The Ultimate CX Infographic, 2017
6 Levers For Executive Commitment to CX
The Power of Customer […] Continue Reading…

My First Experience At Amazon Books

Last week I visited Amazon Books in Dedham, MA, one of the online giant’s 13 physical retail locations.

I was intrigued to see what Amazon.com would do with a physical bookstore. I didn’t know what to expect, but my initial thoughts jumped to the scene from 40 Year Old Virgin where Jonah Hill tries to buy something at an “eBay store.”

The experience was great from the beginning. We were greeted by a […] Continue Reading…

Do Companies Like Net Promoter Score?

Whenever we discuss Net Promoter® Score, we get a bifurcated set of reactions. Some people love NPS® and others hate it. So we decided to more quantitatively gauge the sentiment.

In a recent study, Temkin Group asked more than 300 CX professionals to share their thoughts about NPS. As you can see below:

Most aren’t impressed. Over half of respondents say that NPS is either just like or worse than […] Continue Reading…

Have A Thanksgiving Full Of Purpose & Meaning

Many people who read this blog are celebrating Thanksgiving and will be exchanging “Happy Thanksgiving” greetings throughout the day. But I’m pretty sure that overdosing on turkey and stuffing is not the most expedient path to long-term happiness (although I don’t have any data to support my hypothesis).

So what is a better path to happiness? Purpose and meaning. As you can see below, people who find purpose and meaning in […] Continue Reading…