It seems like every year I get a surge of questions about Net Promoter® Score (e.g., NPS®). Well, it's that time of year. Rather than re-writing my answers, I decided to share a webinar that I recorded a few years ago. Much of that data has been updated, but the content remains totally applicable. This is a great primer on NPS. Enjoy! You should also check out Temkin Group's VoC/NPS Resource Page for current data and more advice on how to use NPS. In particular, read My Latest 9 Recommendations For NPS. Note: Net Promoter, Net Promoter Score® and NPS® are registered trademarks of Read More ...

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We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. Here's the executive summary: For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. This year we surveyed close to 200 large companies and asked them to complete Temkin Group’s VoC Competency and Maturity Assessment, which evaluates their capabilities across what we call the “Six Ds:” Detect, Disseminate, Diagnose, Discuss, Design, and Deploy. This report also includes data from these companies’ responses to help you benchmark your own company’s VoC efforts. We Read More ...

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In case you missed it, Richard Thaler won the Nobel Prize in Economics. He's a well-known behavioral economist and author of the popular book Nudge. Thaler often collaborated with another behavioral economist (and one of my favorite economists of all time), Daniel Kahneman, who won a Nobel Prize in 2002. You may have seen Thaler in this scene from The Big Short where he and Selena Gomez explain a financial instrument called a synthetic collateralized debt obligation (CDO). [Note: there's some foul language]. So what does this have to do with CX design? Thaler applied behavioral economics to government interactions with citizens. Read More ...

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Yesterday we celebrated the fifth annual Customer Experience Day. It was a wonderful global event that focused on CX, customers, and the CX profession. Across the world, CX professionals led activities that included online sessions, free giveaways, and exciting in-person events. DellEMC even had Big Papi, David Ortiz live tweeting from its event! Every year at this time, I'm reminded just how great it is to be in the CX profession. It's full of people who passionately care about customers and absolutely know how to have a good time. And all of that goodness comes out on CX Day. I Read More ...

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As part of our CX Day celebration, which this year is focussed on Elevating Purpose, we're giving away this free eBook: 25 Tips For Becoming A More Purposeful Leader. One of Temkn Group's Four CX Core Competencies is Purposeful Leadership. To master this competency, a company must be able to affirmatively answer the question, “Do your leaders operate with a clear, well-articulated set of values?” Purposeful leaders create an engaged workforce and help their organizations deliver positive customer experiences. This eBook contains these 25 easily adoptable tips from across the Five P’s of Purposeful Leadership. Here are the tips: Also check out our recent video on Read More ...

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Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in .jpg format, in .pdf format 18″ x 24″ poster: in .jpg format, in .pdf format This post is part of the Customer Experience Professionals Association's Blog Carnival "Celebrating Customer Experience." It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at www.cxpa.org/blogs/cxpa-admin/2017/09/27/cxdayblogcarnival

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We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the sixth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers. Here's the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of almost 300 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here are the highlights from this benchmark: With an NPS of 66, USAA’s insurance business earned the highest score Read More ...

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I've recently spent some time visiting different hospitals, luckily not as a patient. There are a lot of amazing things that happen in hospitals, as the medical field continues to push the envelope on diagnostics and treatments. Many diseases that were once fatal are now being cured or at least managed. While medicine is getter much better, patient experience remains very problematic. In some cases, a patient's medical experience can be like getting a scrumptious steak dinner (great medical treatment) delivered on dirty paper plate (poor experience). In the worst case (continuing this metaphor), the plate has bacteria and causes Read More ...

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As you likely know, one of Temkin Group’s Four CX Core Competencies is Purposeful Leadership. It requires demonstrating 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. How prevalent are these attributes? To answer this question, I tapped into Temkin Group's consumer benchmark study and examined feedback from more than 5,000 U.S. employees. We asked whether or not they agreed that their bosses demonstrated these behaviors that are consistent with the Five P's: He/she makes decisions that are consistent with what he/she says is important (Persistent) He/she helps you succeed in your job (Propelling) He/she regularly shows appreciation for the work that you do (Positive) He/she doesn’t Read More ...

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Yesterday, President Trump tweeted about firing all football players who don't stand for the National Anthem. From my perspective, his comments were inappropriate and divisive. It's a shame that the President seems tone deaf on the players' underlying issues. We should be amplifying the peaceful voices for social justice, not trying to shut them down. The reactions was swift, as many NFL players, owners, and others tweeted their opinions. I was very happy to see this statement from my home team posted by Robert Kraft, on the Patriots' twitter feed: Statement from #Patriots Chairman & CEO Robert Kraft: pic.twitter.com/f5DJeK0Woj — Read More ...

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