Message to United Airlines CEO Oscar Muñoz

As if flying isn’t enough of a hassle, United Airlines has made every passenger in every flight around the world a little more uncomfortable in their seats until the plane is in the air.

Unless you’ve been hibernating from all media feeds, you’ve likely seen the video of a passenger being forcibly removed from a United Airlines flight. It’s almost frightening to watch, as the passenger is being yanked out of his chair. Here’s a very simplified recap of what happened:

  • United needed to make room on a full plane for some of its employees.
  • Not enough of the passengers agreed to take United’s offers to give up their seats to accommodate the United employees.
  • United “randomly” (they applied a set of internal rules, I think) selected a passenger to remove from the flight.
  • The selected passenger, who had paid for his flight and was sitting on the plane, did not want to give up his seat.
  • Security agents yanked the passenger out of his seat and violently dragged him out of the plane.
  • United CEO Oscar Muñoz issues statement describing the incident as “re-accommodating” passengers and seeming to provide some justification for the incident.

My take: There’s no excuse for this. None. There’s no grey zone, no “maybe’s,” no alternative interpretations. Even if United had the “legal right” to force this passenger from the plane, it was still wrong. If you can’t entice a passenger to get off the plane to make room for one of your employees, then you need to add more to your offer, or you “re-accommodate” your employees.

If customers can’t trust a company to deliver the products or services that they purchase, then the company’s brand has no value. This is the minimum requirement for any brand.

Here’s some of my advice for Mr. Muñoz:

  • Adjust the way you react to situations so that your first reaction to any situation is to show empathy and compassion for your customers.
  • Make a commitment to customers, and make it clear to everyone in your organization, that paid passengers who don’t want to give up their seats will never be forced to give up their seats.
  • Make it clear to customers, employees, investors, analysts, and anyone who cares to listen that this is unacceptable behavior and that you are taking personal accountability for this issue. Learn how to master our C.A.R.E.S. model for service recovery.
  • Acknowledge that you have a systemic problem… with your customers and employees. Would this ever happen at Southwest Airlines? United Airlines ranked 224th out of 331 companies in the 2017 Temkin Experience Ratings and its rating is likely dropping by the minute.
  • Fix your problems… United needs to make improvements across what we call the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

The bottom line: United and Mr.Muñoz need to take decisive action.

 

Report: Humanizing Digital Interactions

We just published a Temkin Group report, Humanizing Digital Interactions.

Emotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. However, companies tend to ignore customer emotions, especially during digital interactions, which is problematic as customers are increasingly interacting with companies online. This report focuses on humanizing digital interactions by replicating the elements of strong human conversations.

Here are some highlights:

  • We developed The Human Conversational Model, which is made up of seven elements – Intent Decoding, Contextual Framing, Empathetic Agility, Supportive Feedback, Basic Manners, Self-Awareness, and Emotional Reflection.
  • We share over 35 examples of best practices from companies that are designing digital experiences across the seven elements of The Human Conversational Model.
  • We demonstrate how you could apply The Human Conversational Model to three types of digital activities: opening a new bank account online, purchasing a pair of shoes through an app, and getting technical support online.

Download report for $195
BuyDownload3

A gratifying conversation requires two processes:

  • Cooperative Interface. Each participant is required to collaborate with her partner to achieve the shared goal of the conversation – be that casually catching up, gathering information, sharing knowledge, etc. This is the part of the model that a conversational partner sees and responds to, and it consists of five elements: contextual framing, intent decoding, empathetic agility, supportive feedback, and basic manners.
  • Background Mindfulness. This portion of the model is not observable within what would normally be considered the scope of the conservation as it pertains to what happens internally within person. Each participant has a pre-existing notion of who he is as an individual (self-awareness) and throughout the course of the conversation, learns about how he affects other people (emotional reflection). Though not directly observable, “background mindfulness” informs the way in which each participant communicates with his current and future partners.

Here’s an overview of the Human Conversation Model along with best practices we highlight in the report:

Download report for $195
BuyDownload3

2017 Temkin Forgiveness Ratings: Advantage Rent-A-Car and ACE Rent A Car on Top

We just published the 2017 Temkin Forgiveness Ratings. It uses feedback from 10,000 U.S. consumers to rate how likely consumers are to forgive  329 organizations across 20 industries (see full list of companies (.pdf)) after they make a mistake. You can see all of the company data on the Temkin Ratings website.

Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for seven years.

Download dataset for $295 (see sample file)

Advantage Rent-A-CarACE Rent A Car, Navy Federal Credit Union, Fujitsu, Fox Rent A Car, AmazonFresh, Rent-a-Wreck, Alabama Power Company, Fairfield Inn, and USAA earned the top 10 spots.

At the other end of the spectrum, consumers are least likely to forgive Comcast, Time Warner Cable, Cox Communications, Anthem, Aetna, Cablevision, Travelers, Citigroup, Fifth Third, Bright House Networks, Spirit Airlines, and Dish Network.

Download dataset for $295 (see sample file)

Additional highlights of the 2017 Temkin Forgiveness Ratings:

Read more of this post

Temkin Group is Coming (Back) to Australia in June

TGAustralia

After a great trip last year, Temkin Group is coming back to Australia. Do you want to see us while we’re there? Here are some opportunities:

  • Melbourne, 19-20 June: Conference: Customer Experience Tech Fest 
    Join me at this exciting conference where I will deliver keynote addresses on CX trends and customer-centric culture. I’m looking forward to the entire event and hearing the other great speakers, as the agenda looks fantastic.
  • Melbourne, 21 June: Temkin Group Bootcamp: CX Leadership (AU$1495)
    Register for this unique learning opportunity. During this intensive one-day workshop, attendees will gain the knowledge and tools to transform their organization’s customer experience.
  • On-Site Training and Consulting: We have some limited availability to work with companies beyond these times, so send us a note (info@temkingroup.com) if you’re interested in us helping your CX efforts. Some good ways to leverage our visit is to have an interactive discussion with your leadership team, deliver an educational speech, or review your CX plans. We can even deliver an in-house workshop.

We’re looking forward to seeing our Australian friends again in June!

CEO Guide To The Chief Customer Officer Role

Someone recently raised the question: Why do companies need a chief customer officer… isn’t that the job of the CEO?

Versions of that question have been around since the role started to become popular more than five years ago. It’s a fair question, since organizations can’t just keep adding new “Chief <Fill In The Blank> Officers” to their executive teams.

It turns out that the answer is not a simple “yes” or “no.” Here’s a decision tree that a CEO can use to decide if they should create a CCO role:

My view on this question is the same as it has been for many years, the position makes sense in the right environment. Rather than creating something new, I’m sharing a post from 2012 that still holds true: Timeless Advice About Chief Customer Officers

It seems like there’s been a pickup of interest in the title of “Chief Customer Officer.” I’ve “studied” this role for a while and have worked with dozens of these execs (they often have a different “title”). Here’s my advice for companies that are considering this role that I published in the post: Chief Customer Officer: To Do, Or Not To Do?

There’s a question that I’ve heard a lot that seems to stir up some debate: Do firms need a Chief Customer Officer? Well, I’ve run into zealots on both sides of the argument.

Those who say “absolutely yes” are convinced that companies can’t change without a senior executive who “owns” customer relationships, someone who can bring senior executive visibility to all of a company’s customer-facing efforts. The argument is compelling — customers are certainly important enough to deserve a dedicated executive.

Those that say “absolutely not” are convinced that companies can’t just fix the problem by creating a new executive position. They believe that this ends up being a superficial move — like putting lipstick on a pig. The argument is compelling — people often call for a new executive whenever they don’t know what else to do.

It’s an interesting dilemma when both sides of an argument are compelling. My position on this question is equally dogmatic: Absolutely yes and absolutely no.

To understand my position, let’s start by shifting the question a bit. Instead of asking whether or not you need a person with the specific title of “Chief Customer Officer” let’s ask whether or not you need an executive in charge of a concerted effort to improve customer experience across the enterprise. If a company is truly committed to improving their customer experience, then an executive in charge of that change process will be very important. That person (who may or may not be called “Chief Customer Officer”) can lead a host of efforts like the establishing customer experience metrics and developing of a voice of the customer program.

But this type of position only makes sense if the CEO is truly committed to a significant change and will hold the entire executive team (not just the new executive) accountable for results. If the plan is to make the new executive responsible for “owning” the customer experience, then don’t create this position — it will only provide a handy scapegoat for executives who don’t make the required changes in their organizations.

While we’re on the topic of leading customer experience change, I’ll also point to another post: Corporate Customer Experience Groups; To Do Or Not To Do? Here’s what I discussed in that post:

Transformation isn’t easy. There’s a very strong need for a centralized group when companies are in a transformational mode, making changes that cut across the entire organization. This type of effort can’t be done without centralized support and facilitation. But companies that invest in centralized groups before the organization is committed to the journey are likely to either 1) completely offload responsibility for customer experience to these groups; or 2) stifle these groups through internal politics. In either case, they are likely to fail.

While these groups are important in some phases, they should never “take over” customer experience activities. Instead, they should facilitate and support transformational activities across the organization. In my research, I defined the following 8 categories of activities that these centralized customer experience organizations work on:

  • Customer insight management. Develop and support a voice of the customer program.
  • Customer experience measurement. Create and track key customer experience metrics and related management dashboards.
  • Employee communications. Make sure that employees are informed and engaged in the efforts.
  • Process improvement. Help the organization map interactions from the customer’s point of view and then redesign broken processes.
  • Customer advocacy. Make sure that customers’ needs are taken into account in all key decisions.
  • Culture and training. Actively work on cultural change and identify training required along the way.
  • Issue resolution management. Establish and support the process for solving customer issues that get escalated.
  • Cross-organizational coordination. Support the cross-functional teams and processes that govern the customer experience efforts.

The bottom line: Chief Customer Officers can be valuable in the right environments.

2017 Temkin Experience Ratings: 20 Industry Snapshots

Temkin Experience Ratings

We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here’s a link to FAQ’s about the Ratings.

As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all of those industry snapshots below:

Airlines
>
Auto Dealers

> Banks
> Computers & Tablets
> Credit Card Issuers
> Fast Food Chains
> Health Plans
> Hotels & Rooms
> Insurance Carriers
> Investment Firms
> Parcel Delivery Services
Rental Cars & Transport
> Retailers
> Software Firms
> Streaming Media
> Supermarkets
> TV Service & ISPs
> TVs & Appliances
>
Utilities

> Wireless Carriers

Report: 2017 Temkin Experience Ratings, UK

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years.

The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. To generate these scores, we asked 5,000 UK consumers to rate their recent interactions with 157 companies across 16 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

Here are some highlights from the research:

  • Co-op, M&S Food, and Lidl earned highest overall ratings, while Audi, BMW, and Flybe earned the lowest.
  • When we compared company ratings with their industry averages, we found that Saga, Premier Inn, Vauxhall, and Volkswagen most outperformed their peers, while Audi and Bank of Scotland fell well below their competitors.
  • Take a look at a listing of all 157 companies.

Download report and dataset for $295
(Report includes an Excel file with data for all 157 companies.
Download sample dataset to see what’s included)
BuyDownload3

Here are the top and bottom companies and the industry averages in the 2017 Temkin Experience Ratings, UK:

Download report and dataset for $295
(Report includes an Excel file with data for all 157 companies.
Download sample dataset to see what’s included)
BuyDownload3

Publix and H-E-B Earn Top Customer Experience Ratings for Supermarkets

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Publix and H-E-B deliver the best customer experience in the supermarket industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

This year, supermarkets earned the two highest scores in the entire Ratings. With a score of 84%, Publix not only received the highest score in the supermarket industry, it received the highest score in the entire Ratings, ranking 1st out of 331 companies across 20 industries. Likewise, H-E-B earned the second highest score for both the supermarket industry and the Ratings overall with a score of 83%. Hannaford followed close behind with a score of 82% and an overall rank of fourth.

Read more of this post

Georgia Power Earns Top Customer Experience Ratings for Utilities

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Georgia Power delivers the best customer experience in the utilities industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Georgia Power took the top spot out of the 19 utilities included in this year’s ratings, earning a score of 78% and coming in 28th place overall out of 331 companies across 20 industries. Alabama Power Company and TXU Energy tied for second place, each receiving a score of 75% and an overall rank of 60th.

Read more of this post

Lexus and Kia Earn Top Customer Experience Ratings for Auto Dealers

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Lexus and Kia deliver the best customer experience across auto dealers, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Lexus took the top spot out of the 21 auto dealers included in this year’s ratings, earning a score of 77% and coming in 38th place overall out of 331 companies across 20 industries. Kia came in second place with a score of 74% and an overall rank of 74th, only narrowly ahead of both Chevrolet and Toyota, each of which received a rating of 73% and came in 90th place overall.

Read more of this post

Advantage Rent-A-Car and ACE Rent A Car Earn Top Customer Experience Ratings for Rental Cars

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Advantage Rent-A-Car and ACE Rent A Car deliver the best customer experience in the Rental Cars & Transport industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

This year, we expanded this category from rental cars to rental cars & transport in order to include alternative transportation options such as Lyft and Uber.

Advantage Rent-A-Car took the top spot out of the 14 rental car and transport companies included in this year’s ratings, earning a score of 75% and coming in 60th place overall out of 331 companies across 20 industries. ACE Rent A Car came in second with a score of 72% and an overall rank of 111th.

Read more of this post

Report: Employee Engagement Benchmark Study, 2017

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. This is the sixth year that we’ve published the benchmark of U.S. employees. The research is based on an online survey on Q3 2016. (Take a look at our Employee Engagement Resource Page).

For the sixth year in a row, Temkin Group used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. We found that:

  • Sixty-three percent of U.S. employees are “highly” or “moderately” engaged – the highest level we’ve seen in the six years we’ve conducted this study.
  • Companies that outperform their competitors in both financial results and customer experience have more engaged workers.
  • Compared to disengaged employees, highly engaged employees are almost five times more likely to recommend the company’s products and services, they are over four times more likely to do something that is good, yet unexpected, for the company, they are three times more likely to stay late at work if something need to be done, and they are over five times more likely to recommend an improvement at the company.
  • Companies with 501 to 1,000 employees have the highest percentage of engaged employees, while companies with 10,000 or more employees have the lowest.
  • On an individual level, our research shows that the most highly engaged employees tend to be those who regularly interact with customers, who are highly educated, who earn a high income, and who are executives.
  • Forty-nine percent of construction employees are highly engaged, the highest level of any industry. At the other end of the spectrum, only 20% of employees in public administration are highly engaged.
  • Given the significant value of engaged employees, we recommend that companies improve engagement levels by mastering our Five I’s of Employee Engagement: Inform, Inspire, Instruct, Involve, and Incent.

Download report for $195
BuyDownload3

Here’s what we found when we examined year-over-year results for the Temkin Employee Engagement Index:

Download report for $195
BuyDownload3

Here are previous employee engagement benchmark studies: 2016, 2015, 2014, 2013, 2012.

Amazon and Apple Earn Top Customer Experience Ratings for Computers & Tablets

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Amazon (Kindle) and Apple deliver the best customer experience across computer & tablet makers, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Amazon took the top spot out of the 12 computer and tablet makers included in this year’s ratings, earning a score of 74% and coming in 74th place overall out of 331 companies across 20 industries. Apple earned the second highest rating with a score of 68% and an overall rank of 189th.

Read more of this post

Apple and Sony Earn Top Customer Experience Ratings for Software Makers

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Apple and Sony deliver the best customer experience in the software industry, according to the 2017 Temkin Experience Ratings.

See our FAQs about the Temkin Experience Ratings.

TV Service Providers & ISPs Earn The Lowest Customer Experience Ratings

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

AOL earned the highest customer experience score in the TV/Internet Service Providers industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Overall, however, the TV/Internet Service Provider industry averaged a 54% rating and come in last place out of 20 industries despite the average rating of the industry improving by seven percentage-points between 2016 and 2017.

Read more of this post

%d bloggers like this: