2014 Temkin Group CX Vendor Excellence Award Winners

Watch this blog and my Twitter feed for an announcement about the 2015 CX Vendor Excellence Awards in January Today we announced the results of the 2014 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners: Allegiance Clarabridge Verint Also, congratulations to the finalists: Confirmit, Enghouse Interactive, Mindshare Technologies, Qualtrics, and Walker. In its second year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. The Read More …

AOL Leads Internet Services Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers. AOL is the highest-rated Internet service provider for the second year in a row, landing in 136th place overall with a rating of 65%. EarthLink came in a very close second with a rating of 64% and a rank of 144th after being near the bottom of the list for the past two years. Download entire dataset for $395 Here are some additional findings from the Internet services industry:

Symantec and Apple Lead Software Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers. Symantec took the top spot for the first time ever, earning a 69% rating and landing in 102nd place overall out of 268 companies across 19 industries. Apple came in a very close second with a rating of 68% and an overall rank of 109th. While Symantec ascended from its 2013 position in the middle of the group, Apple maintained its second-place rank from last year. Meanwhile, at the bottom of the list, Read More …

50 CX Tips: eBook and Infographic

I recently completed a series of 50 customer experience (CX) tips. To make it easier for people to read and download all of the tips, I assembled them into a free eBook: 50 CX Tips: Simple Ideas, Powerful Results. Each of the 50 CX Tips is aligned with one or more of Temkin Group’s four customer experience core competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. The CX Tips include examples from a wide variety of companies including Adobe, Amazon.com, Apple, BCBS of Michigan, Becker and Poliakoff, Big Lots, BMO Financial Group, Bombardier Aerospace, CDW, Charles Schwab, Citrix, Disney, Read More …

CX Tip #24: Define Competencies for Living the Brand

CX Tip #24: Define Competencies for Living the Brand (Compelling Brand Values) Microsoft defined six values to support its corporate mission: To enable people and businesses throughout the world to realize their full potential Of the values created towards this mission, a Passion for Customers, Partners, and Technology. To foster its values, Microsoft has developed a set of key competencies (core, leadership & profession specific) that every employee is measured against in terms of their proficiency in demonstrated behaviors. The competencies help to plan careers, build necessary capabilities for success in a role, and inform performance reviews. “Customer Focus” is core competency for all Read More …

Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients, 2013

We just published a new Temkin Group data snapshot: Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients. This new research highlights how IT professionals rate tech vendors in two key areas of experience: Products and relationships. During Q1, 802 IT professionals from companies with at least $500 million in annual revenues rated both the products of and their relationships with 54 tech vendors. Some of the findings include: VMware leads in six of the eight satisfaction categories—product quality, product flexibility, technical support, account team support, cost of ownership, and innovation—while Microsoft servers and IBM SPSS score highest in product features, and Read More …

CX Tip #42: Make it Easy for Employees to Be Brand Advocates

CX Tip #42: Make it Easy for Employees to Be Brand Advocates (Customer Connectedness, Employee Engagement) Microsoft’s Quick Assistance program is used when employees encounter consumers in social situations (e.g., meeting someone on a flight). The program positions employees as ambassadors and allows them to provide no-charge technical support incident vouchers to customers. Employees are able to request and deliver vouchers directly from their mobile phone. See full list of CX Tips

Report: Best Practices for Actively Listening to Employees

We just published a Temkin Group report, Best Practices for Actively Listening to Employees with case Studies from Adobe, Fidelity, Microsoft, TELUS, and USAA. Here’s the executive summary: Employees are a valuable asset, not only for what they do but also for what they know. Unfortunately, companies regularly underuse or outright ignore their insights. To understand what it takes to tap into employee knowledge, we researched best practices in employee listening. Our analysis uncovered four key areas of listening: employee satisfaction and engagement, customer experience engagement, customer experience improvement, and employee experience improvement. This report outlines case studies from five companies Read More …

50 CX Tips: Simple Ideas, Powerful Results

As part of Temkin Group’s celebration of Customer Experience Day on October 1st, I am publishing 50 CX Tips, starting 50 days before this exciting “CX holiday” that celebrates great customer experience and the professionals who make it happen. Here’s the (evolving) list of CX tips aligned with the four customer experience core competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. CX Tip #1: Help Customers Achieve Their Goals (Customer Connectedness) Don’t push your products and agendas on customers. Instead, find out what they want and create experiences that fit your company into their journey. Wayne Peacock, Executive Vice President of Member Experience at Read More …

Report: 2013 Temkin Experience Ratings of Tech Vendors

We just published a Temkin Group report 2013 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 54 large tech vendors based on a survey of 802 IT decision makers form large North American firms. Here is the executive summary of the report: The 2013 Temkin Experience Ratings for Tech Vendors rates 54 large IT suppliers. We surveyed 800 IT professionals from large companies on the functional, accessible, and emotional components of their experiences with the IT providers. VMware, SAP analytics, and Microsoft (for servers, business applications, and desktop software) were at the top of the list with Read More …

Report: Lessons in CX Excellence

We just published a Temkin Group report, Lessons in CX Excellence. This 127 page report provides a rich set of best practices and a glimpse into the customer experience efforts of 11 companies that were finalists in Temkin Group’s 2012 Customer Experience Excellence Awards.This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: The following 11 organizations are finalists in Temkin Group’s 2012 Customer Experience Excellence Awards: Blue Cross Blue Shield of Michigan, Bombardier Aerospace, Citrix, EMC, Fidelity Investments, JetBlue Airways, Microsoft, Oklahoma City Thunder, Oracle, Safelite AutoGlass, and Sovereign Assurance NZ. This document provides highlights of their customer Read More …

13 Customer Experience Trends to Watch in 2013

2012 was a very active year for customer experience management. I expect 2013 to be an even more robust year as we move deeper into the Era of CX Professionalism. Here are 13 CX trends to keep an eye on this year as these efforts gain maturity: Decline of surveys. As more companies thirst for customer feedback, the number of surveys has escalated. But there is a limit to customers’ willingness to complete surveys. As completion rates get more difficult to maintain, companies will become more efficient with the questions they ask, target questions at specific customers in specific situations, and stop relying as much on Read More …

2012 CX Excellence Award

2013 CX Excellence Awards will be open for nominations on October 1st (Customer Experience Day) Congratulations to the winners of the 2012 Customer Experience Excellence (CxE) Award: EMC Fidelity Investments Oklahoma City Thunder Safelite AutoGlass Sovereign Assurance of New Zealand The following companies had very strong nominations and were selected as finalists: Blue Cross Blue Shield of Michigan, Bombardier Aerospace, Citrix, JetBlue, Microsoft, and Oracle. You can find best practices from across all 11 of these companies and see their nomination forms in the Temkin Group report, Lessons in CX Excellence. About the CxE Awards Temkin Group accepted nominations for its 2012 CxE Read More …

It’s Time For Mobile-Infused Experiences

One of the eight CX skills that companies must master is mobile-infused experiences. Companies will need to redesign marketing, sales, service, and support processes to incorporate the growing number of smart mobile devices. In our Data Snapshot: Communications and Media Benchmark, we found that 31% of U.S. consumers use apps on their mobile phones on a daily basis. This usage level goes from 54% for 18- to 25-year-olds down to 3% of those older than 75. I analyzed how this data varies across the customer bases of 249 U.S. companies. As you can see below, Rent-A-Wreck, Thrifty, Advantage, Fujitsu, Dollar, National, Crowne Plaza, Read More …

Net Promoter Score and Market Share For 60 Tech Vendors

Temkin Group recently surveyed 800 IT professionals from large companies and asked them a series of questions about tech vendors. This research has fueled some of our previous posts: Temkin Experience Ratings for Tech Vendors, How IT Professionals Share Feedback About Vendors, and Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients. We also asked the IT professionals to rate each tech vendor on the Net Promoter Score (NPS) scale.* NPS is based on one question: How likely are you to recommend the tech vendor to a friend or colleague? IT professionals choose an answer on a scale from 0 Read More …