Greetings!
Let's start by celebrating... this week marks the 1st anniversary of the Customer Experience Professionals Association and the 2nd anniversary of Temkin Group. A big, big thank you to all of you who have helped us build both of these ventures! It's been a busy month for Temkin Ratings, as we published the 2012 Temkin Forgiveness Ratings and the 2012 Temkin Trust Ratings that are described below. Did you know that U.S. consumers watch TV for 3.9 hours per day and spend 3.8 hours on the Internet outside of work? We provide an overview of new research about the behaviors of 10,000 U.S. consumers: Data Snapshot: Communications And Media Benchmark. The highlighted posts from CX Matters include spotlights on USAA and Sam's Club, industry leaders in the 2012 Temkin Experience Ratings. In the CXPA section, there's an update on the Members Insight Exchange scheduled for June in San Diego, including details on the recently announced CX Innovation Awards. Don't miss the opportunity to nominate your great CX efforts. If you find the research interesting, then shoot us an email and we'll send information about a corporate research subscription. |
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2012 Temkin Forgiveness Ratings
Every company makes mistakes now and then, but how willing are customers to forgive a company when it happens? Forgiveness is a valuable asset that companies earn by consistently meeting customers' needs.
We introduced the Temkin Forgiveness Ratings last year to gauge which companies are earning this important element of loyalty. The 2102 Temkin Forgiveness Ratings include 206 companies from 18 industries and is based on a survey of 10,000 U.S. consumers.
Congratulations to the top firms in this year's ratings: USAA, Hyatt, credit unions, H.E.B., Hy-Vee, Dollar Rent A Car, Chick-fil-A, Publix, Costco, and Amazon. Here are the companies that have earned the most and the least forgiveness from customers:
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2012 Temkin Trust Ratings
Companies face a long, uphill battle if their customers don't trust them. We found a wide range in the 2012 Temkin Trust Ratings.
Congratulations to the top firms in this year's ratings: USAA, credit unions, H.E.B., Publix, Chick-fil-A, Sam's Club. Hy-Vee and BMW.
Of course, not every company has earned such a high degree of trust with their customers, especially the companies at the bottom of the 2012 ratings: Charter Communications, Citigroup, Bank of America, HSBC, Time Warner Cable, Comcast, and Qwest.
The ratings also point out a huge void in trust when it comes to TV service providers, Internet service providers, and credit card issuers.
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Communications and Media Benchmark
The analysis looks at cover topics such as the hours per day consumers spend on TV, radio, and the Internet, their use of social media sites Facebook, Twitter, and LinkedIn, their use of mobile websites and mobile apps, and their preferred ways to contact friends. Here are a handful of the findings:
- Consumers watch TV 3.9 hours per day and they use the Internet at home 3.8 hours per day.
- Across online and offline formats, consumers younger than 35 spend about three hours per day reading books, which is twice the rate of those older than 64.
- While daily use of paper books is ahead of e-book use by 38 percentage points, the number of consumers that read at least three hours per day is roughly the same online and offline.
- A quarter of consumers read or update Facebook several times per day and more than half of consumers younger than 45 use Facebook daily.
- Those who use LinkedIn are more likely to use it weekly or monthly compared to daily or yearly. The most active users of LinkedIn are 25- to 34-year olds.
- Nearly one-third of consumers use mobile apps daily; usage ranges from 54% of consumers in their twenties to 3% of consumers that are 75 or older.
- Across all age groups, women have a higher propensity for texting and men have a higher propensity for calling on a cell phone.
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Customer Experience Matters Blog
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CXPA Update
It's hard to believe that the CXPA is only one year old. A big shout out of thanks to all of the wonderful people that have volunteered their time, effort, and passion to to grow the organization to almost 1,500 members. It's amazing to see how engaged our members are in helping each other and in helping provide structure to the overall industry.
I need to give special thanks to CXPA co-founder Jeanne Bliss along with my wife Karen who have been instrumental in building the CXPA. I also want to thank our team at Virtual, the company that handles the CXPA's back office and infrastructure.
Don't miss the CXPA Members Insight Exchange, which will be a great event on June 19 & 20 in San Diego at the Hotel del Coronado. As part of the event we'll be announcing winners of the...
If you're doing some innovative CX work, then submit a nomination (before May 11) for one of the awards.
The Customer Experience Professionals Association (CXPA.org) is a non-profit organization that's dedicated to the success of customer experience professionals. If you're not yet a member, then I highly urge you to join!
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Temkin Group Update
Thank you, thank you, thank you to all of our wonderful clients, colleagues, friends, and CX enthusiasts that have helped us build Temkin Group over the previous two years.
To celebrate our 2nd anniversary, Temkin Group will make a donation to a charity that is selected on my blog. We will give $5 per vote to the charity that gets the most votes starting on May 2nd and running throughout the rest of May.
We also just launched a new version of our website which we hope you like. The key objective is to make the research more accessible. A big thank you to our web design team at Metropolis Creative.
And, of course, we continue to have a very exciting research agenda. Over the next month or so, keep an eye out for The State of CX Management, 2012 along with the 2012 Temkin Customer Service Ratings and the 2012 Temkin Web Experience Ratings.
Drop us a note if you want information about our research subscriptions.
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
Temkin Group is still looking to add a Customer Experience (CX) Analyst to the team. Who's the right person? Someone who combines a strong passion and proven expertise in helping large organizations improve their customer experience.
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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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