Celebrations, Forgiveness, Well-Being, and Social Media

May 2015

Last week we celebrated Temkin Group's 5th anniversary.

We would like to say a big "Thank You" to all of our clients and anyone who follows our research, has attended our workshops, or reads this newsletter. We've been very lucky to have you join us on our fantastic journey!

In addition to enjoying cake, we celebrated the milestone by publishing an infographic that highlights our 5 years of CX thought leadership, by releasing a video that reflects on our history, and by donating $1,280 to charities selected by the readers of the Customer Experience MattersŽ blog.

We also published the 2015 Temkin Forgiveness Ratings, which looks at 293 companies. Congratulations to the top rated firms:

USAA (Banking, credit cards, and insurance)
ACE Rent A Car
Amazon.com (Retailing and tablet)
Publix
Apple
Aldi
H-E-B

We released the 2015 Temkin Well-Being Index, which shows that U.S. consumers feel less financially secure this year than they did last year. You can see the data below.

This month's journal also includes highlights from two recent reports:

Data Snapshot: Media Use Benchmark, 2015. This annual study examines the amount of time consumers spend on activities such as watching television, browsing the Internet, reading books (both print and electronic), listening to the radio, reading a print magazine, and using a mobile phone.
Data Snapshot: Social Media Benchmark, 2015. This annual study examines how often consumers use Facebook, LinkedIn, Twitter, Google+, Pinterest, Tumblr, and third-party rating sites on computers and mobile phones.

There's still room to register for our upcoming workshop in San Diego on June 2nd & 3rd: Driving Customer Experience Transformation. It's an opportunity to gain the knowledge and tools to make your organization more customer-centric.

In Case You Missed It...

Here are some reports we discussed in recent journals:

Engaging Millennials in the Workplace identifies strategies to engage the growing number of workers born between 1980 and 2000.
Customer Experience Expectations and Plans for 2015 shows where large companies expect to spend their time and money this year.
State of the CX Profession, 2015 shares insights from 270 CX professionals regarding their work and also includes a compensation study.
Employee Engagement Benchmark Study analyzes the engagement levels of more than 5,000 U.S. employees.
The Future of Customer Experience Insights highlights five trends that every VoC, market research, and customer insights professional should expect to see.
The Secret to B2B2C Customer Experience Success
shares best practices for companies that reach their end-customers through partners.

2015 Temkin Forgiveness Ratings

Every organization makes mistakes, so forgiveness is an important element of loyalty. That's why we just published the 5th annual Temkin Forgiveness Ratings. It uses feedback from 10,000 U.S. consumers to rate the level of forgiveness earned by 293 organizations across 20 industries. Here are the top and bottom rated firms:

2015 Temkin Well-Being Index

To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWI), which measures the degree to which consumers feel happy, healthy, and financially secure. As you can see below, the TWI dropped slightly due to a decline in consumers' feelings about their financial security. You can also see the TWI by age and gender in a recent blog post.

Media Use Benchmark, 2015

Our annual Media Use Benchmark examines the amount of time consumers spend every day watching television, browsing the Internet (for both work and leisure), reading books (both print and electronic), reading newspapers (both print and electronic), listening to the radio, reading a print magazine, and using a mobile phone.

Here's one of the key graphics that shows the decline in TV watching and the rise of Internet and mobile usage.

Social Media Benchmark, 2015

Our annual Social Media Benchmark examines the frequency with which consumers in different age groups use computers and mobile phones to access Facebook, LinkedIn, Twitter, Google+, Pinterest, Tumblr, and third-party rating sites.

Here are some of the findings:

Daily Facebook use stayed the same on computers, but grew 13 %-points over the previous year.
For many of the social media sites, young adults cut back their daily usage while 35- to 44-year-olds increased the most.
For many of the social media sites, young adults are more active on mobile phones than on computers, especially on LinkedIn.
25- to 34-year-olds are the most active on Twitter, Google+, Pinterest, and ratings sites.
iPhone users are the most active on Facebook, Twitter, and Pinterest, while Blackberry users are the most active on LinkedIn, Tumblr, and ratings sites.

Customer Experience Matters Blog

Here are some of the recent post on the CX Matters blog:

Most Popular CX Matters Posts Over 5 Years. In honor of Temkin Group's 5th anniversary, we identified the 5 most-read posts over the previous five years.
2015 Temkin Experience Ratings: 20 Industry Snapshots. Here we provide links to detailed analysis of the Temkin Experience Ratings for 20 different industries.
Off-Topic: Yes MLB, You Have an Old Age Issue. For fun, I examined the age of MLB fans and the companies that have the most and least fans in their customer bases.
Temkin Group: 5 Years of CX Thought Leadership. This infographic shows some of our key research over the previous five years.

Temkin Group Research Plans and Updates

We have quite a few exciting new reports underway, including CX Metrics Best Practices, 2015 Temkin Customer Service Ratings, The State of CX Management, Extracting Customer Insights from the Contact Center, Behavioral Guide to Experience Design, and Mobilizing Middle Managers.

Here are some ways that Temkin Group can help accelerate your CX success:

Research & Advisory subscriptions. Get access to leading-edge best practices, assessments, and benchmark data, in addition to ongoing advice from our CX Transformists to help keep your efforts on track.
CX training. We deliver leading-edge CX practices through in-house workshops, open-enrollment workshops, or customized training programs.
CX assessments. We identify gaps and opportunities in your CX plans and competencies.
Speeches and webinars. We will inform and inspire your internal or client audiences.

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, CCXP
Customer Experience Transformist
& Managing Partner
Temkin Group

Chair, Customer Experience Professionals Association

Customer Experience Matters is a registered trademark of Temkin Group.

NPS is a trademark of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld

In This Issue

> In Case You Missed It

> Temkin Forgiveness Ratings

> Temkin Well-Being Index

> Media Use Benchmark

> Social Media Benchmark

> CX Matters Blog

> Temkin Group Update

Temkin Group is a leading CX research and consulting firm. We help the world's largest brands accelerate their transformational journeys towards customer-centricity and build loyalty by engaging the hearts and minds of customers, employees, and partners.

Temkin Group Calendar:

May 5 & 6:

Several members of the Temkin Group team will be in San Diego at the CXPA.org Insight Exchange

May 7:

Bruce Temkin will be speaking in Scottsdale, AZ at Medallia Experience 2015

May 11:

Bruce Temkin will be speaking in a Qualtrics webinar for CX week: Mastering the 4 Customer Experience Competencies

May 20:

Bruce Temkin will be speaking in London at CEW London

June 2 & 3:

Temkin Group Workshop in San Diego: Driving Customer Experience Transformation

June 11: