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New Research
June was a busy month for our research. We published two Temkin Group Insight Reports: The Current State Of Customer Experience. This report analyzes survey responses from more than 140 large North American companies (annual revenues of $500 million or more). It provides a wealth of data about customer experience efforts, ambitions, voice of the customer programs, social media activities and perceived obstacles.
The report contains tools for benchmarking your voice of the customer and social media efforts along with your overall customer experience competency levels.
- Purposeful
Leadership: Operate consistently with a clear
set of values.
- Employee
Engagement: Align employees with the goals of
the organization.
- Compelling
Brand Values: Deliver on your brand promises
to customers.
- Customer
Connectedness: Infuse customer insight across
the organization.
This report also has a competency assessment tool which is a great opportunity to gauge your organization's strengths and weaknesses. |
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Customer Experience Matters Blog
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Temkin Group Update
First of all, I want to thank all of our wonderful clients for making the launch of the the Temkin Group so successful. We've been busy with several speeches, workshops, and advisory sessions. Of course, we're never too busy to help you with your customer experience efforts. Here are a number of the ways that Temkin Group may be able to help you: Speeches and webinars on a wide range of customer
experience and leadership topics. Interactive workshops for executive teams or other
groups to gain alignment around key customer experience principles and
priorities or to develop plans in areas like voice of the customer programs.
Educational curriculum to establish and reinforce an
understanding of proven customer experience principles across an
organization. Assessments of customer experience efforts, including voice of the customer programs, to identify gaps and opportunities. Strategy reviews of marketing and product plans
for vendors who want to help companies transform their customer experience.
We have also scheduled a workshop called Creating A Customer-Centric Organization in Boston on Monday, September 20th. This interactive session, which focuses on the role of customer experience leaders, will cover the following topics:
- Key customer experience trends
- Raising your firm's customer experience competencies
- Building a voice of the customer program
In addition to the Temkin Group content, you will have the opportunity to interact with other customer experience leaders at the event. We've even arranged for the group to attend an optional Red Sox game at Fenway Park after the workshop. Click here to get more information about this workshop.
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