Greetings!
Happy New Year! I hope you had a great holiday break and are energized to kick off an outstanding 2012. From all the signs, it looks like companies are poised to make a lot of improvements in customer experience this year. So there's a lot to do! To help with that effort, I published my 5th annual post on customer experience resolutions. Here's this year's list: 
As you see, employee engagement made it to the top of the list. It's a critical area that too often falls through the cracks at many companies. To explore the importance of employee engagement, we conducted a quantitative study of more than 2,400 U.S. employees. I'll discuss the new research report, Employee Engagement Benchmark Study, in this CX journal. I've also included links to blog posts that include some social media data, lessons from Michael's CMO and what not to do from Best Buy. And, Temkin Group is hiring. See the update below for more information. |
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Employee Engagement Benchmark Study
Employee engagement is one of the four customer experience core competencies and it's the one that companies tend to struggle with the most. To examine this critical area, we surveyed more than 2,400 U.S. employees. In the report, Employee Engagement Benchmark Study, we uncover a strong connection between employee engagement and customer experience as well as between employee engagement and productivity.
This infographic summarizes some of the findings:
To gauge the level of employee engagement across respondents, we used the Temkin Employee Engagement Index (TEEI), which is based on how much employees agree with three statements:
- I understand the overall mission of my company
- My company asks for my feedback and acts upon my input
- My company provides me with the training and the tools that I need to be successful
Using the TEEI, we found that 31% of employees are highly engaged and 23% are fully disengaged. We also analyzed the attitudes and behaviors of employees at different engagement levels and found that highly engaged employees are:
- 5.8 times more committed to helping their company succeed.
- 3.5 times more likely to do something good for the company that's unexpected of them.
- 3.5 times more likely to make a recommendation about an improvement.
- 4.7 times more likely to recommend that a friend or relative apply for a job.
It turns out that companies with good customer experience (as defined by employees) have 2.5 times as many engaged employees as do companies with poor customer experience.
Hopefully this report will help people understand the importance of employee engagement.
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Customer Experience Matters Blog
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CXPA Update
Hopefully you noticed the 8th customer experience resolution: "We shall join the CXPA.org." Every customer experience professional should join and get active in the Customer Experience Professionals Association. The community has well over 1,000 members! We're pulling together plans for the CXPA in 2012, which currently includes another large event in June. At the same time we are planning a number of other smaller networking events in different localities. |
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Temkin Group Update
If you're looking to accelerate your customer experience efforts, here are a number of 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 curricula 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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I hope you and your family have a wonderful 2012!
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Sincerely,
Bruce Temkin
Customer Experience Transformist
& Managing Partner
Temkin Group
Chair, Customer Experience Professionals Association
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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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