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Greetings!
Before you dive into our great new content, I want to invite you to take part in our Q1 survey about the state of customer experience. If you complete the short survey, you will receive a free copy of the report and have a chance to win a $50 Amazon.com gift certificate. 
How do customers respond to a very good or very bad experience? Despite the hype, Twitter and Facebook are not high on the list. In the new Temkin Group Insight Report, How Consumers Give Feedback, we analyzed survey responses from 6,000 US consumers and found that they most frequently tell their friends about the experience via email, phone or in-person. 
The report also analyzes the difference across consumer segments based on age, income, ethnicity, and education. Here are some tidbits of information from the report: - Hispanic consumers used Facebook more than Caucasians and African Americans to talk about their experiences.
- African American consumers were the least likely to tell companies about a bad experience.
- The higher the educational level, the more likely consumers were to give feedback directly to companies.
- Higher income consumers were more likely to share their good and bad experiences via Twitter
In the report, we also looked at the customer bases of 141 large companies and found that they had different social media profiles.It turns out that the following companies are the 20 companies that are most succeptible to negative social media backlash:
- Companies with customers who are most likely to discuss negative experiences via Facebook: 21st Century, AAA, American Airlines, Apple, Best Western, Continental Airlines, Courtyard By Marriott,Days Inn, E*Trade, Edward Jones, Gap, Hilton, Holiday Inn, Holiday Inn Express, Hyatt, JetBlue, Marriott, Sony, Super 8, and TriCare
- Companies with customers who are most likely to discuss negative experiences via Twitter: 21st Century, AirTran, Best Western, Bright House, Cablevision, Compaq, Continental Airlines, Courtyard By Marriott, Days Inn, E*Trade, Edward Jones, Gateway, Hilton, Hyatt, JetBlue, Lenovo, Merrill Lynch, MetLife, Optimum, and Sony
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Target Tops Evaluation Of Phone Self-Service
When traveling in an unfamiliar area, calling a store's toll-free number can be a convenient way to locate the closest branch or store location. How user-friendly are these phone-based store locators? In a new report, Locating A Store On The Phone Is Not Always Easy, we used Temkin Group's SLICE-B methodology to evaluate the experiences at five large banks and five large retailers. Target was the only store to receive an "Excellent" overall rating.
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New Blog Posts
Nokia recently announced that it was dropping its cell phone operating system in favor of Microsoft's. That amounts to a failure of Nokia to keep up with the new wave of smartphones and exposed Nokia's engineering-oriented culture. In a post called Nokia Needs More Design, Less Engineering, I introduce these three elements that are the cornerstones of focus for a design culture:
In the post Your Company Does Not Own Its Brand, I describe the three ingredients for building a true brand:
Here are some other recent posts from the Customer Experience Matters blog that you might want to check out:
- Building A Culture Of Service At Cowboys Stadium. The head of event operations at the Cowboys Stadium shares how his organization focuses on a simple service mission statement: "We are service professionals at the world's finest venue creating an exceptional experience for our guests in a safe, clean and friendly environment."
- The Container Store Loves Its Employees. The Container Store is not like many other companies. So it's not surprising that the company proclaimed Valentine's Day as its "National We Love Our Employees Day."
- In a series of posts, I compare survey responses from large companies in North America and Western Europe:
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Temkin Group Update
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
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Sincerely,
Bruce Temkin
Customer Experience Transformist
& Managing Partner
Temkin Group
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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
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8 Customer Experience Trends For 2011
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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