Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #2: You Need A 360-Degree View of Customers What's Wrong: If companies had an unlimited set of resources to plow into their customer insights efforts and an equally unlimited number of people prepared to take action on those insights, then shooting for a 360-degree view of your customers would be viable. But this is not the case for most organizations. So striving to understand everything about every customer (360-degree view) Read More ...

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Temkin Group has been using the Temkin Well-Being Index (TWBi) since 2012 to track the overall quality of life for U.S. consumers. The TWBi is based on a survey of 10,000 U.S. consumers in January. The overall index is an average of three measurements representing the percentage of adults (18 and older) who agree with these statements: I am typically happy I am healthy I am financially secure In our Q1 2018 survey, we also asked questions about consumers' political views. So we thought it would be interesting to examine TWBi based on answers to the following questions: Which of the following Read More ...

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In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. This infographic provides an overview. Here are links to download different versions of the infographic: Infographic: in .jpg format 18″ x 24″ poster: in .png format Here are some of the reports with data included in the infographic: Propelling  Experience Design Across The Organization 2018 Temkin Emotion Ratings State of CX Management, 2018

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Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #1: The Customer Is Always Right What's Wrong: Like all human beings, customers aren't always right. They sometimes complain when the company did nothing wrong, request things that the company can not or should not provide, and periodically just make mistakes. What's Right: Customers are not always right, but they always deserve the benefit of the doubt, and to be treated with respect even when they are wrong. What You Read More ...

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One of the most important – but often forgotten – elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings. This video identifies six key characteristics to keep in mind whenever you're dealing with all types of people. This video is a great introduction to a discussion with your team. That’s why we’ve created a CX Sparks guide that you can download and use to lead a stimulating discussion. Video Script: One of the most important – but often forgotten – elements of customer experience is that it’s all Read More ...

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We're always looking for ways to share interesting data and concepts, so we regularly publish parts of our content in infographics. In case you've missed any of them, here's a collage of the infographics that we've already published this year. Here are the individual infographics: Six Laws of Customer Experience Mastering Customer Experience Metrics Building A Strong Voice of The Customer Program Online Training For a Customer-Centric Organization Humanize Customer Experience Employee Engagement: A Goldmine of Untapped Value 12 CX Factoids: Ratings, People, and Leadership 15 CX Factoids: Customer Experience Efforts & ROI 15 Customer Experience Trends for 2018

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We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. Here's the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: To understand how companies are engaging their employees, we surveyed 178 large companies and compared their responses with similar studies we’ve conducted in previous years. We also asked survey respondents to complete Temkin Group’s Employee Engagement Competency & Maturity (EECM) Assessment. The EECM Assessment places companies in one of five stages of maturity and evaluates their performance across five employee engagement competencies: Inspire, Inform, Instruct, Incent, and Involve. Highlights Read More ...

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Emotion is one of the three components of a customer's experience (along with success and effort), so it's a fundamental element for companies to track. In this post, I examine the eight annual Temkin Emotion Ratings for U.S. companies. It's one of the components of the overall Temkin Experience Ratings, the open standard CX metric. In January 2018, we surveyed 10,000 U.S. consumers about their experiences with companies. We used that feedback to calculate the Temkin Emotion Ratings for 318 companies across 20 industries (see full list of companies). ***Detailed data is included in the overall Temkin Experience Ratings dataset*** Here are Read More ...

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Hopefully you already seen that Temkin Group has called 2018, The Year of Humanity. We've been focused on finding ways to help people increase humanity as individuals, as CX professionals, and as a collective community. In our latest survey of CX professionals, we asked respondents to estimate how often employees in their organizations demonstrate three traits of humanity: Embrace diversity. Recognize our differences and find ways to treat people as individuals. Extend compassion. Tune into the condition of the people around us and care about their well-being. Express appreciation. Proactively look for and acknowledge the positive aspects of the world around Read More ...

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Net Promoter® Score (NPS®) is one of the most popular CX metrics, so we are often asked to discuss it with clients. In addition to helping build successful NPS systems, we often provide a basic overview for executive teams and broader audiences of employees. That's why created this video. It's meant to explain what NPS is all about and why it may be a valuable approach for some companies. It's a great video to share across your organization if you are using or considering using NPS. If you'd like more information, check out our NPS/VoC program resources. This video is a great Read More ...

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