The most dowloaded content that I've published is our free eBook, The Six Laws of Customer Experience. It's been translated into many languages and read by 10's of 1,000s of people. It continues to be very popular because it uses simple language and concepts to describe what we call "the fundamental truths about how organizations treat customers." We've developed an updated infographic that brings the laws to life. If you like the content, then we even have a CX Institute eLearning module that you can use to train everyone in your organization on this important concept! Here are links to download different Read More ...

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Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they're making purchases with the expectation that they will achieve some value from the provider’s products and services. As I discussed in a previous post, many customer success organizations still look a lot like old-fashioned account management teams. We think that to be successful customer success teams must blend account management with a strong CX mindset. To help these efforts move forward,  we're defining customer success as: Read More ...

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Few organizations deliver outstanding experiences to their customers. In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings. To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries. In this report, we: Examine feedback from 10,000 U.S. consumers about their journeys with 318 companies across 19 industries. Identify which customer journeys consumers think most need improvement and look at how those responses differ across age groups. Evaluate how different customer journeys impact five loyalty Read More ...

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We've put together this short video to explain Temkin Group's CX Competency & Maturity Model. It defines how organizations flow through six stages of customer experience maturity: Ignore, Explore, Mobilize, Operationalize, Align, and Embed by mastering Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Complete Temkin Group's FREE 20-question assessment to determine your overall CX maturity level and your performance in each of the Four Customer Experience Core Competencies. You’ll receive recommendations for improvement and a listing of relevant resources.

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Last week, Starbucks closed all of its stores for racial sensitivity training after an incident in April when two black men were arrested at a Philadelphia store. My Take: Starbucks training was well intentioned, but misguided. As I said in my previous post, it's great that Starbucks’ leaders took such swift and decisive action to condemn the incident. So what’s wrong with Starbucks doing sensitivity training? Nothing. It doesn't hurt, but it also doesn't address the right long-term problem. Employees don't change who they are when they go to work. They’re the same people before and after their shift as they are when they’re wearing Read More ...

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To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. We then compared results with similar studies we’ve conducted over the previous seven years. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries. Of the companies we evaluated, 21st Century, Comcast, Cox Communications, and New York Life Read More ...

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As an organization's customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. You can see different ways to download this infographic below. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18″ x 24″ poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: Five Steps For Building A Strong CX Metrics Program The State of CX Metrics, 2017

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Temkin Group just published a new report, Making AI Customer-Centric. Here's the executive summary: The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread in customer experience. However, despite its prevalence, few companies are employing AI in the right scenarios or using it to its fullest potential. In this report, Temkin Group creates a model and shares best practices for AI-Driven Interfaces (AIDI), which we define as digital interactions with customers that are being directly manipulated by machine learning algorithms. Download report for $195 To successfully deploy customer-centric Read More ...

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Earlier this week I gave a speech called "The Future of CX: Humanistic, Prescriptive, and Responsive." During that session, I discussed a missing link in today's VoC technology: Assistance Engines. Here's a picture of the future that I have in mind. Before I describe Assistance Engines, I want to go back to 2010 when I labelled VoC technologies as Customer Insight & Action (CIA) Platforms. The naming was important, because it correctly identified that vendors needed to focus more on "insight & action" than on customer feedback. It turns out that this is still the case. In the future, VoC Read More ...

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Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 318 companies across 20 industries. USAA’s (TTR of 81%) banking business earned the top spot, followed by Wegmans (79%), credit unions (77%), H-E-B (77%), and USAA’s credit card and insurance businesses (75%). Four TV/Internet service providers earned the lowest TTR: Comcast (22%), Charter Spectrum (25%), Optimum (29%), and Cox Communications (29%). Here's a full list of all of the companies in the TTR. You can see all of the high-level results on Read More ...

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