August 2016
Mobile VoC, Web Experience Ratings, and Social Media Benchmark
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In this month's journal, we highlight three new pieces of research:
- Five C's of Mobile VoC Disruption. Mobile is much more than a new channel for voice of the customer surveys; it's an extremely disruptive force that's transforming how organizations capture and use customer insights. These disruptive characteristics will force companies to redefine how they capture, share, and act on customer insights.
- 2016 Temkin Web Experience Ratings. USAA, Regions Bank, and Amazon took the top three spots in the sixth annual Temkin Web Experience Ratings, which evaluates 257 companies across 20 industries.
- Social Media Benchmark, 2016. We surveyed U.S. consumers about their social media usage on computers and mobile phones and compared the results to similar studies we've conducted over the previous five years. The analysis looks at Facebook, LinkedIn, Twitter, Google+, Pinterest, Tumblr, and third-party rating sites across age groups.
Is your organization making emotional connections with customers? Share your success as part of our Intensify Emotion movement. We are awarding up to $1,000 for good ideas. Submissions are due by the end of August.
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Temkin Group is a leading CX research, advisory, and training 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. Our team combines CX thought leadership with a deep understanding of the dynamics of organizations to accelerate results.
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CX Workshop in Boston on August 16 & 17
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In Case You Missed It...
Here is some research we discussed in recent journals:
- State of Employee Engagement Maturity. We used Temkin Group's Employee Engagement Competency & Maturity Assessment to gauge the maturity levels and efforts of large companies.
- 2016 Temkin Customer Service Ratings. USAA earned the highest score for the fourth year in a row in these ratings, which look at 277 companies across 20 industries.
- Economics of Net Promoter, 2016. Our research provides detailed loyalty data about promoters, passives, and detractors across 20 industries.
- Temkin Experience Ratings Industry Snapshots. See detailed results for each of the 20 industries in our annual customer experience benchmark.
- Emotion-Infused Experience Design. Temkin Group has developed a strategy to help companies create a stronger emotional connection with customers, which we call Emotion-Infused Experience Design.
- State of CX Management, 2016. For the seventh year in a row, we've benchmarked CX competencies and maturity levels of large organizations.
- The Federated Customer Experience Model. In the long run, companies need to focus more on embedding CX capabilities across departments and functions through what we've defined as a federated CX model.
- ROI of Customer Experience, 2015. We use data to show the connection between customer experience and loyalty across 20 industries.
- Tech Vendor NPS Benchmark Study (B2B). This report provides NPS® data for 62 tech vendors based on feedback from 800 IT decision-makers.
- Net Promoter Score Benchmark Study, 2015. This report provides NPS data for 291 companies across 20 industries.
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Join the $1,000 Intensify Emotion Challenge
In our CX Trends for 2016, we named 2016 " The Year of Emotion." To help organizations focus more on emotion, we created an Intensify Emotion page with numerous resources, including the opportunity to win part of our $1,000 award.
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Five C's of Mobile VoC Disruption
Despite the fact that mobile has emerged as a dominant channel for consumers, most companies have taken a haphazard approach to how they use it to change their voice of the customer (VoC) programs. In the report Five C's of Mobile VoC Disruption, we identify five distinct ways in which mobile will change how VoC programs operate:
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2016 Temkin Web Experience Service Ratings
USAA earned the top spot for its banking business, followed by Regions Bank and Amazon.com, who tied for the second spot. This is the seventh annual Temkin Web Experience Ratings, and it evaluates the online experience of 257 companies across 20 industries based on a study of 10,000 U.S. consumers. Here are the highest and lowest rated companies:
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Social Media Benchmark, 2016
We analyzed data from 10,000 U.S. consumers to create our fifth annual Social Media Benchmark. The analysis examines computer and mobile usage, changes over time, and the differences across age groups. Here are some findings:
- Daily use of Twitter, Facebook, and Pinterest on computers and mobile phones grew by 2 or more percentage points since last year. Tumblr grew 2 points on mobile phones.
- 25- to 34-year-olds are the largest daily users of almost all social media, on computers and mobile phone.
- Consumers under the age of 45 visit company Facebook pages using computers less frequently now than they have in years past.
- LinkedIn grew the most with 18- to 24-year-olds on computers and 45- to 54-year-olds on mobile phones.
As you can see below, computers remain the primary access point for social media usage, but mobile phones are catching up quickly:
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Temkin Group Research Plans and Updates
We have quite a few exciting new reports underway, including The ROI of Emotion, Translating Brand Values to Employees, Capturing Insights from Customer Communities, Digital Emotional Design, 2016 Temkin Emotion Ratings, 2016 Temkin Effort Ratings.
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 and workshops. We deliver leading-edge CX practices through in-house workshops, open-enrollment workshops, and customized training programs.
- Assessments of CX plans and capabilities. We identify gaps and opportunities in your CX plans and competencies.
- Informative and compelling speeches. We will inform and inspire your internal or client audiences.
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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
Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.
Customer Experience Matters is a registered trademark of Temkin Group.
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