The Customer Experience Journal
Customer Experience Competency & ROI
August 2010

Greetings from the Temkin Group. There are a lot of exciting activities going on that we want to share with you.

First of all, we are pulling together our workshop in Boston on September 20th called Creating A Customer-Centric Organization. It will be a great event for any customer experience leader!

iGuyWe redesigned our blog, Customer Experience Matters, so that it shares more of the "look and feel" with our website. In particular, you will notice that it has a new logo that incorporates our "iGuy" (which is what we affectionately call this Temkin Group icon).

The blog has also been reconfigured to focus more on the four customer experience core competencies that we talk about in the New Research section below.

In the Customer Experience Matters Blog section below, you can read about a series of posts called What If Customer Experience Has No ROI? that have been very popular.

As the summer draws to an end (for many of you), it's a great time to accelerate your customer experience efforts and to start planning for 2011. So I've included some ways that Temkin Group can help.
New Research

We kicked-off new research into Voice Of The Customer (VoC) programs and VoC vendors. We are also in the middle of analyzing data that compares customer experience leaders with customer experience laggards. You should start seeing some of the results from these efforts later this month.

We're still seeing a lot of interest in our June reports:
Our customer experience competency assessment tool ties these two reports together. Here's data from 144 companies that completed the assessment:

Customer Experience Competency Levels

It's clear that companies still have a long way to go on their customer experience journeys.
Customer Experience Matters Blog

Here are some recent blog posts on Customer Experience Matters:
Impact Of Executive Commitment

Temkin Group Update

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 such as 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, to identify gaps and opportunities to accelerate your transformation efforts.
  • Strategy reviews of marketing and product plans for vendors who want to help companies transform their customer experience.
Don't forget to sign-up for our 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 content, you will have the opportunity to interact with other customer experience leaders. We've even arranged for an optional Red Sox game at Fenway Park after the workshop. Click here to get more information about this workshop.
If you need help with your customer experience efforts, drop me a line at, visit our Website at, or give us a call at (617)916-2075.
Temkin Group is here to help!
Bruce Temkin
Customer Experience Transformist
& Managing Partner
Temkin Group
In This Issue
> New Research
> Customer Experience Matters Blog
> Temkin Group Update
> Top 10 Reasons To Attend Our Workshop
> The 6 Laws Of Customer Experience
Temkin Group Insight Report- The Current State Of Customer Experience

We are a research and consulting firm that combines thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their customer experience transformational efforts
Top 10
Reasons to attend
our workshop on 9/20
Workshop- Creating A Customer Centric Organization

1. Great content and tools
2, Learn the latest thinking
3. Network with peers
4. Become a VoC master
5. Assess your CE program
6. Enjoy Boston in the Fall
7. Prepare for 2011
8. Fun at Fenway Park
9. Earn Starwood points
10. Why not?!?
Quick Links
Temkin Group Website

Customer Experience Matters Blog

Workshop on 9/20: Creating A Customer-Centric Organization

Remember to always keep these "6 laws" in mind:

1. Every interaction creates a personal reaction.
2. People are instinctively self-centered.
3. Customer familiarity breeds alignment.
4. Unengaged employees don't create engaged customers.
5. Employees do what is measured, incented, and celebrated.
6. You can't fake it.
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