Forgiveness, Social Media, and Engaged Employees
May 2013

Greetings!

 

We live very close to the Boston Marathon route, so the recent events hit close to home. Luckily our friends and family are all safe, as I hope is the case for you as well. The horrible news may have been caused by two misguided men, but I've been most riveted by the stories of widespread human kindness. To paraphrase a quote from Spock in Star Trek II: "The good of the many outweigh the bad of the few."

 

I believe that this holds true in business as well. Most employees want to do the right thing for customers. One of our six laws of customer experience is that "People do what is measured, incented, and celebrated." In other words, if employees aren't helping your company succeed, then it's probably because of a failing in their environment. 

 

That's why employee engagement remains such an important focus in our research. A newly published report by Aimee Lucas digs into some of the details of best practices with employee engagement case studies from three companies: BMO Financial, Hampton, and Safelite AutoGlass.

 

During the past month, we also published our Social Media Benchmark, 2013 report. It examines the use of different social media sites on computers as well as on mobile devices. As you'll see below, Facebook use is declining with young consumers while it's on the rise with older ones.

 

We also published our 2013 Temkin Forgiveness Ratings of 246 companies across 19 indusries. Kudos to top-rated firms Advantage, USAA, H.E.B., and Blackboard.

  

I also want to let you know about a couple of exciting things going on here at Temkin Group to put on your calendar:

Join me in wishing happy 2nd birthday to the Customer Experience Professionals Association (CXPA.org). It's grown to more than 2,100 members in 50 countries -- wow! If you're a CX professional, then I encourage you to help your profession by completing the CXPA's short survey about your job:
 
2013 Temkin Forgiveness Ratings

 

All companies, even customer experience leaders, make mistakes. But how much goodwill have companies built up for consumers to forgive them after those miscues? To answer this question, Temkin Group surveyed 10,000 U.S. consumers about companies with whom they've recently interacted. We used this data for the third annual Temkin Forgiveness Ratings of 246 companies across 19 industries.

Here are the top and bottom rated companies. As you can see, Advantage came out on top while USAA took the next three spots for its different businesses. HSBC, on the other hand, landed in the bottom to spots.
 
Employee Engagement Case Studies: Five I's in Action
 
In our new report, Employee Engagement Case Studies: Five I's in Practice, we examine how three companies (BMO Financial, Hampton, and Safelite AutoGlass) are building capabilities across the competencies we call the  Five I's of Employee Engagement: Inform, Inspire, Instruct, Involve and Incent. Here's an overview of their efforts:
  The report provides great details into how these companies are systematically addressing employee engagement. Here are some examples:
  • BMO Financial: When it introduced a new set of brand principles, BMO Financial gave its employees a brand book which covered the company's brand principles, including a breakdown of what's different "tomorrow from today." The launch kit for leaders and branch managers included a DVD and materials covering key messages and talking points, along with Q&As to prepare them to lead discussions with their teams.
  • Hampton: Because Hampton's culture is focused on individual personalities, the hotelier has trained team members on a set of Moment Makers rather than checklists and scripts. Moment Makers are designed so that team members can choose approaches based on their personality, comfort level, and individual style to match the cues from guests. These approaches include being anticipatory, using empathy, using humor, providing unexpected delight, and giving a compliment.
  • Safelite AutoGlassCoaching is a key focus area for Safelite, which developed a company-wide coaching model for leaders. The Coaching for Performance workshop introduces the coaching model and helps managers develop skills to use with their employees. The company uses assessment tools to collect feedback from employees regarding leaders' skill in coaching. In addition, coaching is specifically listed as part of the company's core competencies, which are included as part of leaders' performance reviews.
Social Media Benchmark, 2013
 
In January 2013 we surveyed 10,000 U.S. consumers about their social media use and compared the results to data that we collected in January 2012. Our report, Social Media Benchmark, 2013 examines the use of Facebook, LinkedIn, Twitter, Google+, and third-party rating sites (such as Yelp). Here are some interesting factoids from the research:
  • Daily use of Facebook on computers (not mobile) by consumers between the ages of 18 and 24 declined from 64% in 2012 to 54% in 2013.
  • The percentage of active Facebook users has declined for consumers younger than 55, but it's on the rise for older consumers.
  • One-quarter of consumers use their mobile phones to access Facebook daily while 10% access Twitter, eight percent access Google+, and six percent access LinkedIn that frequently on mobile devices.
  • More than 90% of consumers under the age of 45 who use LinkedIn, Google+, and third-party rating sites daily on their computers are also doing so on their mobile devices.
  • iPhones and Android phones dominate younger consumers while Blackberry's sweet spot is with 35- to 54-year-olds. Windows Mobile has only 2% of the market, but its share is consistent across age groups
  • iPhone users are the most likely to access Facebook and Twitter daily while Blackberry users are the most likely to access Google+, LinkedIn, and third-party rating sites.
Customer Experience Workshop in Boston in July
 
We're holding our popular workshop CX Realities: Learn, Experience Transform on July 30th and 31st in Boston. 
 
Here's what you'll learn during this hands-on, interacve two-day workshop:
  • Understand how to create sustainable CX improvements in your organization
  • Gauge your CX maturity using Temkin Group's CX Competency & Maturity Model
  • 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.
It's also a great time of year to come to Boston. We've picked a location in the heart of Boston: the Boston Common Hotel & Conference Centerhome of the Boston Athletic Association, the organization that runs the Boston Marathon.
 
To make this a total Boston experience, there's even an option to join us at a Red Sox game.
Customer Experience Matters Blog
Customer Experience Matters Blog
Temkin Group Research Plans and Update 

We're preparing the next set of Temkin Ratings with the 2013 Temkin Trust Ratings, followed by the Web Experience and Customer Service Ratings. We are also working on our annual report on the state of CX management as well as our benchmark report on Net Promoter Scores (NPS) for tech vendors (from IT groups in large companies). We are also examining the economics of NPS in consumer markets as well. Here's link to our current list of research.
 
Please see information below about our corporate research subscriptions.
 
If you're looking to accelerate your CX efforts, here are a number of ways that Temkin Group can help:
  • Interactive training 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.
  • 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
  • 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
Corporate Subscriptions to Temkin Group Research

Temkin Group research and advisory services can be a great resource for your CX efforts. 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: 
  • Unlimited access to all Temkin Group research and Temkin Ratings data 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)
Please send us an email if you are interested in pricing or in receiving more details about our research subscriptions.
CXPA Update 

 

There's still time to sign up and join us in San Diego next week for the CXPA's annual Members Insight Exchange. Attendees love it. The agenda is great for learning, sharing, networking, and having fun with other CX professionals. 

If you're not yet a member of the CXPA, then you're missing out on an amazing resource for things such as:

The CXPA is a nonprofit organization that's dedicated to the success of customer experience professionals. Join us!

If you're interested in Temkin Group's research or services, then drop me a line at bruce@temkingroup.com, visit our website at www.temkingroup.com, or give us a call at (617) 916-2075.
Sincerely, 

 

Bruce Temkin
Customer Experience Transformist
& Managing Partner
Temkin Group

Chair, Customer Experience Professionals Association

Customer Experience Professionals Association

Follow me on Twitter  

In This Issue
> Temkin Forgiveness Ratings
> Employee Engagement Case Studies
> Social Media Benchmark
> CX Workshop in Boston
> Temkin Group Update
> CXPA Update
Temkin Group
We are a research and consulting firm that combines thought leadership with a deep understanding of the dynamics of large organizations to accelerate their customer experience transformational efforts
Six Laws of Customer Experience
 
Our free eBook outlines these six CX laws
 
1) Every interaction creates a personal reaction.
2) People are instinctively self-centered. 
3) Customer familiarity breeds alignment. 
4) Unengaged employees don't create engaged customers. 
5) Employees do what is measured, incented, and celebrated. 
6) You can't fake it.
CX Tidbits
 
Sixty-nine percent of US. employees have moral will, but only 36% have moral skill
 
>Thirty-nine percent of consumers making less than $25K per year use their mobile phone for going online or using an app, compared with more than 60% of those who earn $75K or more
 
> Of the 203 companies that are included in both the 2012 and 2013 Temkin Experience Ratings, 57% firms had at least a modest increase. 
 
> Seventy-seven percent of large orgs plan to spend more on customer experience in 2013  than they did in 2012

> Engaged employees are almost 3X as likely to make improvement recommendations

> B2C firms are much better than B2B at compelling brand values

> Consumers who are satisfied with customer service interactions are more than 4x as likely to repurchase
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10 Common CX Mistakes

 

From eBook: 10 CX Mistakes to Avoid
 
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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