Customer Centricity Requires All Four CX Core Competencies

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies:  Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. It turns out that you’re only as good as your weakest link. Here’s what it looks like when you fall short in one of these areas:

Without Purposeful Leadership the company is Stagnant. Lacking alignment, very little progress is made.
Without Compelling Brand Values, […] Continue Reading…

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 […] Continue Reading…

Dataset: UK Net Promoter Score Benchmark, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 157 companies across 16 industries.

You can purchase and download the dataset, which includes companies that had at least 85 respondents. The excel spreadsheet includes detailed NPS […] Continue Reading…

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 […] Continue Reading…

Report: Renovating Your Voice of the Customer Program

We just published a Temkin Group report, Renovating Your Voice of the Customer Program.

Here’s the executive summary:

Voice of the customer (VoC) programs are essential to any customer experience effort. In recent years, VoC efforts have continued to expand and support their organizations; however, going forward they will need to adapt to significant changes in data sources, technology, operational pressures, and consumer behavior. In this report, Temkin Group details how […] Continue Reading…

2017 Temkin Effort Ratings, U.S. & UK

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S. (see U.S. companies) […] Continue Reading…

Positive Attitudes Differ By Gender And Age

As part of our ongoing consumer studies, we measure a number of different attitudes. Given our belief in the importance of Positive Psychology, we recently started tracking a few new ones:

I feel loved and appreciated
I am optimistic about my future
I lead a purposeful and meaningful life

Since I’m in Montreal at the World Congress of Positive Psychology, I decided to examine these attitudes in our most […] Continue Reading…

The Human Conversational Model (Infographic)

In the report, Humanizing Digital Interactions, we decoded successful person-to-person interactions as a step in developing the Human Conversational Model. It’s the foundation for building compelling interactions with customers. This infographic provides an overview of the model and shows how to apply it to your digital efforts.

You can download the infographic in several forms:

Infographic: .png or .pdf
Poster (18″ x 24″): .png or .pdf

Report: Economics of Net Promoter Score, 2017

We just published a Temkin Group report, Economics of Net Promoter Score, 2017. Here’s the executive summary:
Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts. But how does this metric actually relate to loyalty? To uncover the relationship between NPS and loyalty, we asked 10,000 U.S. consumers to give an NPS to 331 companies across 20 industries, and we then looked at […] Continue Reading…

La Quinta “Gaming” Highlights Flaws in NPS

I’m in Las Vegas to watch some NBA Summer League games (Go Celtics!), and am staying overnight at a La Quinta near the airport. I found this note on the table next to the bed.

While there’s no problem with a nice thank you note, one section caught my eye…

*********
You may be receiving a guest satisfaction survey from La Quinta in the near future and we hope you feel confident […] Continue Reading…

2017 Temkin Trust Ratings, UK: Nationwide, John Lewis, and M&S Food on Top

Trust is a critical component of a strong relationship with customers. That’s why Temkin Group has been measuring trust for several years in the U.S.

This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list of companies below).

At the top of the ratings are Nationwide, John Lewis, and M&S Food.  At […] Continue Reading…

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 […] Continue Reading…

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 […] Continue Reading…

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 […] Continue Reading…