Positive Psychology, Web Experience, NPS, and Contact Centers

July 2015

Happy July! Many of our subscribers take vacations this month, so I hope that you have a relaxing, enjoyable break with your family and friends.

A couple of weeks ago, our leadership team attended the World Congress on Positive Psychology, and found it to be inspiring. While we already infuse some of that thinking into our work, we plan on incorporating it even more in the future. Read below to find out more about the link between positive psychology and customer experience.

In this edition of the journal, I highlight three recently published reports:

2015 Temkin Web Experience Ratings. Congratulations to USAA and Amazon for earning the top spots in our ratings of the online experience of 262 companies.
Economics of Net PromoterŽ, 2015. This report shows the loyalty of promoters, detractors, and passives across 20 industries.
Unlocking Customer Insights From Contact Centers. In Jen Rodstrom's first research report, we identify how firms will shift their focus from agent effectiveness to enterprise intelligence.

Highlights from the Customer Experience Matters Ž blog include details on the 2015 Temkin Emotion Ratings.

Check out our Engage Employees Challenge, where we will be awarding up to $1,000 for innovative ideas about how companies can effectively engage their employees.

In Case You Missed It...

Here are some reports we discussed in recent journals:

State of CX Management, 2015. Our sixth annual study of customer experience activities, competencies, and maturity shows that only 11% of companies have reached the highest two levels of customer experience.
Activating Middle Managers to Drive CX Change. This research shares best practices for activating middle managers, a group of employees that is critical to the success (or failure) of organizational change efforts.
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 looks at how often consumers use Facebook, LinkedIn, Twitter, Google+, Pinterest, Tumblr, and third-party rating sites.

Last month, we also introduced a video describing our SLICE-B experience review methodology.

Positive Psychology Meets Customer Experience

Positive psychology (PP) is a relatively new branch of psychology that focuses on helping people "flourish" instead of on fixing psychological ailments.

Karen, Aimee, and I recently attended the World Congress on Positive Psychology in Orlando in order to explore ways to infuse more PP concepts into our work. We were inspired by leading thinkers in the field such as Martin Seligman, David Cooperrider, Jonathan Haidt, Tom Rath, and Barbara Fredrickson.

It's clear that PP can enhance many elements of the customer experience. Here's how three PP themes can enhance our four customer experience core competencies.

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Don't miss Temkin Group webinar Infusing CX with Positive Psychology on July 16 at 1:00 PM ET.

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2015 Temkin Web Experience Ratings

Our fifth annual Temkin Web Experience Ratings uses feedback from 10,000 U.S. consumers to rate how satisfied customers are with the online experience of 262 organizations across 20 industries.

For the second straight year, USAA took the top spot for its banking business, followed closely by Amazon. In each of the five years we have published the Ratings, either USAA or Amazon has earned the top spot.

Economics of Net Promoter, 2015

Net PromoterŽ Score (NPSŽ) is a popular metric, but how does it actually relate to loyalty? In Economics of Net Promoter, 2015, we compare the loyalty of promoters, passives, and detractors across 20 industries. This research is based on feedback from 10,000 U.S. consumers about almost 300 companies.

Here's a consolidated view across all of the industries.

Unlocking Customer Insights From Contact Centers

Contact centers contain a vast wealth of customer insights. In many cases, they're the richest source of untapped customer knowledge in the entire company. Unfortunately, firms tend to waste most of the value from these potential insights.

In Unlocking Customer Insights from Contact Centers, we call for companies to shift their focus from agent effectiveness to enterprise intelligence. The report contains a multitude of best practices across Temkin Group's 6D's of a voice of the customer program.

Customer Experience Matters Blog

Here are some of the recent posts from the CX Matters blog:

H-E-B Earns Top Spot in 2015 Temkin Emotion Ratings. Congratulations to H-E-B, Publix, Chick-fil-A, Trader Joe's, USAA, Aldi, Hy-Vee, PetSmart, Dairy Queen, Walgreens, and Amazon.com for earning the top scores in the 2015 Temkin Emotion Ratings.
Hospital (Almost) Provides Valuable Patient Status. A recent hospital experience showcases the importance of focusing on the design of little things.
Walmart's Pay Increase Will Probably Lower Costs. When you look at the Employee Engagement Virtuous Cycle, Walmart's decision to hike pay will likely improve customer experience and lower its long-term costs.
CX Leaders Are More Customer- And Mission-Centric. We examined how survey respondents from large firms classified their corporate culture. While almost half of them selected either profit- or sales-centric, companies with higher CX maturity levels were much more likely to report being customer- or mission-centric.

Temkin Group Research Plans and Updates

We have quite a few exciting new reports underway, including Behavioral Guide to Customer Experience, ROI of Customer Experience, State of Employee Engagement Activities, How to Drive Culture Change, and Best Practices in Using Customer Journey Maps.

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

Co-founder, Customer Experience Professionals Association

Customer Experience Matters is a registered trademark of Temkin Group.

Net Promoter, Net Promoter System and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld

In This Issue

> Positive Psychology Meets Customer Experience

> Economics of NPS

> Unlocking Insights from Contact Centers

> CX Matters Blog

> Temkin Group Update

Participate in the Engage Employee Challenge; we're giving away $1,000 for innovative ideas

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.

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