Here is some research we discussed in recent journals:

• Economics of Net Promoter®, 2015. This report shows the loyalty of promoters, detractors, and passives across 20 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. This report shows companies how to shift their focus from agent effectiveness to enterprise intelligence. 
• 2015 Temkin Web Experience Ratings. Congratulations to USAA, Amazon, Capital One 360, SunTrust Bank, eBay, Chase, Fidelity Investments, QVC, Sheraton, and Apple Retail for earning the top spots in our ratings of the online experience of 262 companies.
• 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.

Recent scientific research shows that customers make most decisions using intuitive thinking rather than rational thinking, which means that they rely on unconscious heuristics and biases to make decisions efficiently. In this report, we focus on six categories of human biases. According to behavioral science, people:

• Are more affected by losses than by gains.
• Prefer simplicity over complexity.
• Are affected by current emotional and visceral states.
• Are heavily influenced by those around them.
• Make decisions based on context.
• Misjudge their past and future experiences.

Here are some tactics for integrating heuristics and biases into your experience design efforts as they are described in the report: 

Join us for a webinar about this research on August 5th at 1:00 PM ET.

Here are some of the recent posts from the Customer Experience Matters® blog:

• Is Net Promoter Score A Savior Or A Demon? Net Promoter® Score (NPS®) has become a popular customer metric, but people seem to either love it or hate it. See my thoughts on this somewhat controversial metric. And join us for a webinar on NPS on September 2nd at 1:00 PM ET.
• Employees Need to Feel Like They're Contributing. Our data show that employees who feel like they are currently contributing to the success of the company are more likely to contribute even more in the future.
• 2015 Temkin Ratings: Benchmarking Consumer Relationships. Get links to all of our 2015 Temkin Ratings, including the Temkin Experience Ratings, Temkin Trust Ratings, Temkin Forgiveness Ratings, Temkin Customer Service Ratings, and Temkin Web Experience Ratings.
• What Do People Want in a New Job? Flexibility. Our research shows that U.S, employees are most interested in finding a job that has flexible work hours. Compensation and location and are next on the list, with about the same appeal.
• Positive Psychology Infuses Customer Experience. See a recorded webinar where Aimee Lucas and I discuss how customer experience and human resources professionals can tap into the power of Positive Psychology.

We have quite a few exciting new reports underway, including ROI of Customer Experience, 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, and 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.