In our latest consumer benchmark study, we asked more than 5,000 U.S. employees what they felt was the most important thing they want to accomplish at work. The top motivator, by a very large margin, is Making a positive impact. This option was chosen three times more frequently than the next highest option, Earning a lot of money. I also examined the data by age groups. It turns out that almost all of the items are very correlated to age. Making a positive impact starts at 27% for the youngest workers and grows to 59% for the oldest group. Advancing your Read More ...

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As a die-hard Red Sox fan, I really enjoy watching the MLB playoffs. As a matter of fact, baseball is one of the two major U.S. sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). But even with sports on TV, I couldn't hide from the news updates full of partisan political bickering. So it made me think… what are the political views of baseball fans? I know that's a pretty obscure question, but it turns out that we have the data to figure it out. In our Q1 2018 U.S. consumer benchmark survey, we ask about the sports 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

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Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, over the past year we have conducted research and developed content – such as this eBook – specifically aimed at helping fellow CX professionals improve the world around us. In this eBook, Humanizing Customer Experience, you will learn about: The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act. How individuals can improve humanity by embracing diversity, extending compassion, and expressing appreciation. Three strategies for CX professionals to improve humanity: act with purpose, create positive memories, and cultivate deep empathy. Read More ...

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We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. 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 342 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 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business Read More ...

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One of the key ingredients to a customer-centric organization is Purposeful Leadership. To keep an entire company moving in tandem, leaders must articulate and commit to a clear purpose – one that aligns all employees’ day-to-day decisions and is more compelling than simply increased profits. What does that look like? This video from Oxford Properties' CEO Michael Turner is a great example of Purposeful Leadership in action (thanks to Roger Pugsley for sharing it with me). As you can see, Turner doesn't just send out emails saying that customer experience is important, he commits his time and energy to making it a reality. Read More ...

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Throughout the year, Temkin Group has been focused on making 2018, "The Year of Humanity." As a part of our commitment to this critical theme, we developed a highly interactive workshop "Humanizing CX," which I've led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada. It's been an amazing experience to see the overwhelmingly positive response from more than 600 CX professionals. The workshop has a simple agenda, examining how attendees can improve humanity: As Individuals As CX professionals As a collective CX community For those of you who have not been able to Read More ...

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Hopefully you know by now that Temkin Group has labelled 2018, The Year of Humanity. We've been trying to propel people to embrace diversity, extend compassion, and express appreciation. We've been doing research as part of that effort. In our latest consumer benchmark study of 10,0000 U.S. consumers, we added questions about how often people demonstrate those three behaviors. We then analyzed their responses based on how they rated the customer experience (CX) that their organization delivers. As you can see in the graphic below: When the level of CX improves, so does the prevalence of the three behaviors. For Read More ...

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Are you proud of the work that your organization is doing to deliver great customer experience or to improve its customer experience? If so, consider submitting a nomination for Temkin Group's 6th annual Customer Experience Excellence Awards. The award is open to all organizations around the world, whether their customers are consumers, fans, visitors, students, citizens, companies, patients, or any other group. Nominations are due by October 12th. (Here's the nomination form) The awards are based on the following criteria: Transformation. What is your organization doing to master the four customer experience core competencies? Purposeful leadership: Leaders operate consistently with a clear, well-articulated Read More ...

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Temkin Group publishes a large amount of industry- and company-specific research, so we often do webinars that highlight what's happening in customer experience in those industries. Over the next couple of months, we plan to hold free webinars in the following areas: September 18: Industry CX Spotlight: Banking September 20: Industry CX Spotlight: Airlines September 27:  Industry CX Spotlight: Rental Cars October 5: Industry CX Spotlight: Hotels October 10: Industry CX Spotlight: Health Plans October 16: Industry CX Spotlight: Retail October 23: Industry CX Spotlight: Auto Dealers October 30: Industry CX Spotlight: TV/Internet Service Providers November 5: Industry CX Spotlight: Utilities Read More ...

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