Greetings!
It's hard to believe that 2012 is already coming to an end. I hope that it has been a great year for you and your family and that you have a wonderful holiday season!
As we do at this time every year, we're researching CX results from 2012 and plans for 2013. So I invite you to complete our survey (and receive a free copy of the report):
If you follow our research, then you know that employee engagement is one of Temkin Group's four customer experience core competencies. In this month's journal we highlight a new research report called The Five I's of Employee Engagement that includes 25 best practices and more than 60 specific examples.
The update from Customer Experience Matters includes a discussion of two posts: What is Loyalty? And is it Dead? and Companies Don't Earn The Loyalty Their CX Deserves.
As you plan for next year, I encourage you to sign-up for a Temkin Group Research Subscription and enroll in our two-day workshop in Miami in February. See the details below.
Also, don't forget to submit your nominations for Temkin Group's 2012 CX Excellence Awards by December 14th. We want to recognize some of the great customer experience work that people are doing.
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The Five I's of Employee Engagement
Employee engagement is critical! And our new report The Five I's of Employee Engagement provides a host of best practices to follow.
Our research shows that engaged employees are 3.5 times more likely than disengaged employees to do something good for the company that is unexpected of them, 3.5 times more likely to make a recommendation about an improvement, and 5.8 times more committed to helping their organization succeed. Also, 75% of employees in companies with superior customer experience are highly or moderately engaged, compared with only 30% of employees at companies with sub-par customer experience.
Despite the compelling returns that come with employee engagement levels, we found that only 35% of large firms received strong ratings in the employee engagement assessment.
Here are the 25 best practices we identified across five key areas: Inform, Inspire, Instruct, Involve, and Incent.
 The report highlights more than 60 specific company practices including Symantec's Customer First News, an online customer experience update "broadcast" for employees: Sprint's "day in the life of the frontline" experience bringing senior leaders together with call center and retail employees in their locations; Disney Store's e-learning modules that develop both retail and entertainment skills in cast members; Fidelity Investments' Voice of the Customer Ambassador program; and BKD's Hi5 peer recognition campaign.
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CX Workshop in Miami South Beach in February
We had such a great response to last month's workshop that we're holding it again. Sign-up now for CX Reality: Learn, Experience, Transform on February 5th and 6th in South Beach (Miami). This is a highly interactive workshop that will cover these topics:
- Building customer-centricity. Learn key principles of CX.
- Small group experiential exercise. Small groups will be given goals to achieve at nearby retail locations.
- Reinforcing great experiences. Interactive discussions on how to build and sustain great CX.
- Networking with peers. Meet and share with other CX pros.
This workshop costs $1,695. Sign up now before it fills up.
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Customer Experience Matters Blog
 If you think that loyalty is the blind devotion of customers to purchase your goods and services, then it's not only dead, it's crazy. So what is loyalty? That's the key question. I'd like to throw out this simple definition for loyalty: The willingness to consider, trust, and forgive. The post shows a wide gap of loyalty across companies in 19 industries. Loyalty is not dead, but it's also not permanent. Companies need to focus on how to keep customers loyal and not fall into the trap of relying on that loyalty.
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Temkin Group Research Plans and Update
In December, watch out for two reports: What Happens After A Good or Bad Experience? and The State of CX Metrics, 2012. There's also lot of research underway that will show up early next year including a B2B best practices report and 2013 CX plans based on the survey I mentioned earlier. We are also kicking off our research for the 2013 Temkin Ratings.
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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Temkin Group Research Subscription for 2013
As you think through your 2013 plans, why not sign-up for access to our research and advisory services? The insights will help you implement best practices, benchmark your performance, identify mistakes to avoid and provide you with guidance along the way.
Our corporate subscriptions include the following:
- Unlimited access to all Temkin Group research for all of your employees for 12 months (for internal use only)
- Up to 10 inquiries (questions that Temkin group can answer in a short email or during a phone conversation of up to 20 minutes)
- One advisory call (phone discussion up to 90 minutes)
- Optional: access to Temkin Ratings data
Please send us an email if you are interested in pricing or in receiving more details about our research subscriptions.
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CX Excellence Award
Across all industries and sectors, some organizations are improving customer experience in a sustainable manner. The CE2 Awards are meant to highlight those transformational efforts. Since customer experience is a journey, not a program, nominees are not required to have fully completed their journey to be eligible for this award.
Nominations are due by December 14, 2012.
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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:
The CXPA is a non-profit organization that's dedicated to the success of customer experience professionals. Join us!
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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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CX Execs Starter Kit
Check out Temkin Group's great package for CX executives that combines research, eBooks, and an educational presentation for execs and their key stakeholders
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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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