The Customer Experience Journal
10 Customer Experience Resolutions
January 2011

Happy New Year! I hope that 2011 has started out well  and that it turns out to be a happy, healthy, and prosperous year for you.

This is the 4th year that I've published 10 Customer Experience Resolutions. This year's items focus on companies that have the courage and resolve to get to the next level on their customer experience journeys. Here are the resolutions:

10 Customer Experience Resolutions For 2011

New Report: Customer Experience Accelerates

We just published our first report of the year, Customer Experience Accelerates In 2011. It examines results from a survey of 170 decision makers in organizations with at least $1 billion in annual revenues. The analysis looks at how companies view their  customer experience efforts in 2010 and their plans for 2011.


One thing is very clear, customer experience activity is going to increase this year. Here's one of the 20 figures from the report:

Customer Experience Grows In Importance In 2011

Wells Fargo Tops Assessment Of Online Store Finders

We also published another report since our last newsletter, Evaluating Online Store Locators. The report used Temkin Group's SLICE-B Experience Assessment to examine the experience of finding a store/branch on the Websites of five large retailers (Home Depot, Kroger, Target, Walgreens, and Walmart) and five large banks (Bank of America, Citibank, Chase, US Bancorp, and Wells Fargo).


As you can see from this chart, Wells Fargo's experience came out on top and Target's fell to the bottom.


Temkin Group evaluation of online store finders  

Customer Experience Matters Blog

Here are some other recent posts from the Customer Experience Matters blog that you might want to check out:

I also added a category to the blog called "Planning For 2011" that links to a number of posts that help develop your customer experience plans.

Temkin Group Update

We're thrilled to announce a great new addition to the Temkin Group team, Andrea Fineman. Andrea recently graduated summa cum laude from Brandeis University. She will be a research associate working on a variety of research and consulting activities.

If you're looking to accelerate your organization's customer experience transformation in 2011, here are a number of the ways that
Temkin Group can help:
  • Assessments of customer experience efforts, to identify gaps and opportunities to accelerate your transformation efforts
  • 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
  • Strategy reviews of marketing and product plans for vendors who want to help companies transform their customer experience
If you're looking for help today, or putting together your plans for 2011, drop me a line at, visit our Website at, or give us a call at (617)916-2075.
Happy New Year!


Bruce Temkin
Customer Experience Transformist
& Managing Partner
Temkin Group

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In This Issue
> Customer Experience Accelerates In 2011
> Wells Fargo Tops Online Assessment
> Customer Experience Matters Blog
> Temkin Group Update
>8 Customer Experience Trends
> 4 Customer Experience Competencies
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


1. Customer Insight Propagation
2. Unstructured Data Appreciation
3. Customer Service Rejuvenation
4. Loyalty Intensification
5. Interaction iPod-ization
6. Social Media Assimilation
7. Digital/physical Integration
8. Cultural Renovation
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Temkin Group Research
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