Greetings!
This month we examine the state of CX management, web experience ratings, Facebook users, NPS and more. Before we get to that, I invite you to take our survey on voice of the customer practices and receive a free copy of the research along with a chance to win a $50 Amazon gift certificate. 
We just published one of our most popular reports, The State of CX Management, that examines how companies are progressing along their CX journeys. It's a story of CX haves and have nots. We released the 2012 Temkin Web Experience Ratings which covers 159 large US companies. See who's at the top and the bottom of the list and how things have changed since last year. Everyone seems to be talking about the Facebook IPO, so we did a bit of analysis on who regularly uses Facebook. Read below to find out how usage differs by age and how mobile alters the story. Highlights from the CX Matters blog include Net Promoter Scores for 60 large tech vendors and an index of their "cloud" readiness. Finally, don't forget to sign-up for the CXPA Members Insight Exchange on June 19 & 20 in San Diego. It will be a great event! |
|
|
The State of CX Management, 2012
Temkin Group just completed its third annual study on the state of customer experience management. The research examines feedback from hundreds of large companies. As always, it's great to see a snapshot of where companies are on their customer experience journeys. Here are some interesting tidbits:
- High CX ambition. Nearly 60% want to be CX leaders within three years.
- Low CX maturity. Companies completed the Temkin Group CX Competency Assessment and we found that 7% are customer-centric organizations, the highest level of maturity; 35% are at the other end in the lowest level of maturity.
- Strong CX focus. Over half of companies have significant CX efforts underway that are guided by a centralized CX organization and 59% have a senior executive in charge of those CX efforts.
- Lots of VoC. Seven out of 10 companies have a formalized voice of the customer (VoC) program, which has grown steadily from 56% in 2010.
- Under-engaged employees. Only 35% of companies received strong ratings in employee engagement, one of Temkin Group's four CX competencies.
Overall, companies are making progress on their CX journeys, but the difference between haves and have-nots is increasing. Firms with the highest level of CX maturity grew from 3% in 2011 to 7% in 2012 and at the same time companies with the lowest level of maturity grew from 32% to 35%. Which way are you heading?
|
|
2012 Temkin Web Experience Ratings
The online channel is increasingly becoming the front door for many brands, but many companies still deliver underwhelming web experiences. That's what we found in the 2012 Temkin Web Experience Ratings, which rated 159 companies across 18 industries based on a survey of 10,000 U.S. consumers.
Congratulations to the top firms in this year's ratings: Amazon, credit unions, USAA, PNC, Southwest Airlines, eBay, Sam's Club, ShopRite, JCPenney, and ING Direct.
Not every company earns good web experience ratings, especially these firms at the bottom: Charter Communications, Humana, Qwest, Cigna, Time Warner Cable, Anthem, Road Runner, Medicare, Blue Shield of CA, and TracFone.
As you can see, banks and investment firms have earned the highest Temkin Web Experience Ratings followed by hotel chains and retailers. But consumers gave very low ratings to Internet service providers, health plans, and TV service providers.
This may look disheartening, but at least it's improving. Led by Comcast, Allstate, AOL, Charter Communications,Toshiba, and Sam's Club, 72% of companies that were in the 2011 and 2012 Temkin Web Experience Ratings showed improvement.
|
|
Who Uses Facebook?
Here are some of our findings:
- Facebook is significantly more pervasive than Twitter across every age group.
- Females tend to use Facebook more than males, but males tend to use Twitter more than females.
- The largest gender gap for Facebook is among 45- to 54-year-olds while the largest gender gap for Twitter is with 25- to 34-year-olds.
- Ethnicity is not a key driver for Facebook usage, as we found little difference across ethnic groups of the same age.
- Mobile usage, as you can see below, is a key component of younger generations' use of Facebook.
|
|
Customer Experience Matters Blog
|
|
CXPA Update
Don't miss the CXPA Members Insight Exchange, which will be a spectacular event on June 19 & 20 in San Diego at the Hotel del Coronado. The event will have great content for learning and highly interactive sessions, along with lots of networking and good fun.
You'll hear about some cool CX practices from companies like USAA, Microsoft, 1-800-GOT-JUNK?, Umpqua Bank, Sysco, Prime Therapeutics, and Signature Healthcare.
As part of the event we'll be announcing winners of ...
We received nearly 100 nominations, so I want to congratulate these excellent finalists:
AAA Arizona, Adobe, Atlassian, Citrix Systems, Copart, Fidelity Investments, Holiday Inn, ICW Group, Memorial Health System, PHH, Philips Consumer Lifestyle, Progressive Insurance, Safelite AutoGlass, Simplicity Sofas, Symantec, UnitedHealth Group, and ZocDoc.
Many of them will be sharing their innovative efforts at the event and we plan to make their submissions available to CXPA members.
The Customer Experience Professionals Association (CXPA.org) is a non-profit organization that's dedicated to the success of customer experience professionals.
|
|
Temkin Group Update
We continue to have a very exciting research agenda. Over the next month or so, keep an eye out for How Consumers Give Feedback along with the 2012 Temkin Customer Service 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.
|
|
|
Sincerely,
Bruce Temkin
Customer Experience Transformist
& Managing Partner
Temkin Group
Chair, Customer Experience Professionals Association
|
|
|
|
|
|
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
|
CX Tidbits
> De-emphasize the "N" in NPS is one of 9 recommendations for NPS programs
> CX leaders have 19 percentage points more customers likely to recommend them compared with CX laggards
> Nearly 80% of firms with VoC programs report positive business results
> Across all age groups women text more and men call more on their cell phones
> U.S. consumers are most trusting of USAA, credit unions, H.E.B., Publix, Chick-fil-A, Sam's Club, Hy-Vee and BMW
> U.S. consumers are least trusting of Charter Communications, Citigroup, Bank of America, HSBC, Time Warner Cable, Comcast, and Qwest
|
|
