Greetings!
Have you been to Boston in the fall? We've created a great reason for you to come visit. We're holding a workshop on October 9th: CX Realities: Learn, Experience, Transform. Sign up to hold your spot.
I'm thrilled to announce a fantastic new member on the Temkin Group team, Aimee Lucas. She'll expand our research and provide advice to our clients. Read more about Aimee below.
I also invite you to participate in our survey which examines CX metrics as well as a bit on employee engagement. As always, if you complete the survey then we'll send you a free copy of the report.
And, yes, we have great content to share in this month's edition. Our newest research report Prepare for Next Generation VoC Programs describes where companies are and where they need to be in the future with these critical CX efforts.
Highlights from the Customer Experience Matters blog include a CX competency and maturity self-assessment along with data showing CX and loyalty in banking. We also analyzed Net Promoter Scores (NPS) for President Obama and Mitt Romney.
In case you were on vacation and missed our July or August editions, I've included a catch-up section with recommend readings such as The Future of Customer Experience and CX Reading List for Execs.
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Prepare for Next Generation VoC Programs
Our newest research report Prepare for Next Generation VoC Program examines the evolution of voice of the customer programs within large organizations. The report examines how companies are doing in six areas of VoC competency, which we call the Six Ds: Detect, Disseminate, Diagnose, Discuss, Design, and Deploy.
The report also includes a competency and maturity model for VoC programs. You can complete the self-assessment and identify the progress of your company's program. Using our VoC maturity model, we found that only 16% of companies have reached the two highest levels of maturity while 46% remain in the two lowest levels.
As companies build up these programs, they typically employ three to five full-time employees and need to prepare for some changes. The research points out that leading-edge VoC programs will include more action-orientation, contextual insights, ongoing feedback, unstructured sources, data integration, and predictive modeling.
I'll leave you with this thought: In the future, VoC programs will rely less on surveys and more on analytics.
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CX Workshop in Boston on October 9th
Temkin Group is excited to announce a new workshop in Boston on October 9th: CX Realities: Learn, Experience, Transform.
During this extremely hands-on one-day session, attendees will work in small groups to evaluate real-world experiences and apply what they learn to their organizations.Topics covered in this workshop include:
- Understand how to create sustainable CX improvements in your organization
- Systematically evaluate experiences using Temkin Group's SLICE-B methodology
- Develop feedback, metrics and measurements that reinforce CX goals and objectives
- Build a stronger perspective for leading customer experience transformation
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Introducing Aimee Lucas
We're very excited about our newest team member, Aimee Lucas, who joins Temkin Group as a Customer Experience Analyst.
Aimee has over 15 years of experience improving service delivery and transforming the customer experience through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design and training.
Prior to joining Temkin Group, Aimee was responsible for implementing the client experience strategy and managing the VoC program for one of the top 10 public accounting and consulting firms in the US.
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Customer Experience Matters Blog
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Summer Recap
Here are some key recommended readings from the July and August CX Matters Journals:
- The Future of Customer Experience.This landmark research report shows that we've entered into the era of CX Professionalism and identifies the stages of CX maturity that companies evolve though. It also highlights emerging CX skills.
- eBook: 10 CX Mistakes to Avoid. While good CX can build loyalty, not every effort to improve CX leads to success. There are a number of obstacles that we've seen across the hundreds of companies that we've worked with and studied. This eBook provides advice for avoiding 10 common pitfalls.
- 2012 Temkin Customer Service Ratings. Rates the customer service delivered by 174 companies across 18 industries based on a survey of 10,000 U.S. consumers.
- CX Reading List for Execs. An informed senior executive is a critical asset to your organization's CX ambitions. So we put together a short reading list for senior execs to get quickly up to speed on CX.
- What Drives Net Promoter Scores (NPS) in IT? examines the correlation between NPS and a number of areas like customer experience, product satisfaction and relationship satisfaction for tech vendors.
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CXPA Update
Are you a member of the Customer Experience Professionals Association (CXPA.org) yet? If not, then you're really missing out on offerings like these:
- CX Tools: Access to a growing online library of tools that CX professionals use within their organizations.
- Best Practice Visits (BPV): A unique opportunity to immerse yourself in leading-edge practices within companies.The first BPV will be at Fidelity Investments in October.
The CXPA is a non-profit organization that's dedicated to the success of customer experience professionals. Join us!
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Temkin Group Update
We have a lot of exciting research in progress that you'll see over the next couple of months. We've completed a study of HR professionals, examining their focus and involvement in customer experience and employee engagement. The results are eye-opening!
We've also completed a study of Net Promoter Scores (NPS) for U.S. companies. We'll publish industry and company data to help benchmark your performance. Just for fun, we'll be doing some additional NPS analysis of the U.S. presidential candidates.
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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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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1) Faking Executive Commitment
2) Over-Relying on Customer Surveys
3) Neglecting Experience Design
4) Treating All Customers the Same
5) Un-Engaging New Customers
6) Ignoring Employees
7) Obsessing About Detractors
8) Forgetting to Celebrate Success
9) Falling in Love with a Metric
10) Mapping Internal Touchpoints
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