Your Guide to Customer Experience Transformation

August 2016

Mobile VoC, Web Experience Ratings, and Social Media Benchmark

Greetings from Australia! I'm currently enjoying Temkin Group's first visit to Oz and looking forward to our upcoming events in Sydney and Melbourne.

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.

Check out some recent posts on the Customer Experience MattersŽ blog:

Intensify Emotion Provider Showcase highlights the vendors selected for their innovative focus on customer emotions: audEERING, BigEars, Cogito, Confirmit, CrowdEmotion, Fiveworx, Man Made Music, and Mattersight.
Resources To Prepare For Your CX Certification provides rich content for anyone studying for the CCXP exam.
Modernize Leadership: Engage and Empower describes how leaders must change their outdated assumptions and practices.

If you're looking for great CX training or a reason to come to Boston, we have both! On August 16 & 17, we'll be holding our Mapping and Improving Customers' Journey workshop. On October 26 & 27, you can come see the foliage and attend our Driving CX Transformation workshop.

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.

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.

CX Workshop in Boston on August 16 & 17

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 NPSŽ 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.

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.

Join Temkin Group:

August 3: Workshop in Sydney: Bootcamp: Customer Experience Leadership
August 8 & 9: Bruce is speaking in Melbourne at Customer Experience Tech Fest
August 11 & 12: Workshop in Melbourne: Mapping & Improving Your Customers' Journey
August 16: Bruce is speaking on a Confirmit webinar: Get Emotional with Customer Experience
August 16 & 17:
Workshop in
Boston: Mapping and Improving Your Customers' Journey
August 23: Webinar: Supercharge Your VoC Program
September 13: Aimee is speaking in Toronto at Achievers ACE 2016
September 15: Webinar: Employee Engagement Maturity Inside Organizations
October 5: Temkin Group will be celebrating CX Day
October 26 & 27: Workshop in
Boston:
Driving Customer Experience Transformation
December 8 & 9: Workshop in Miami: Mapping and Improving Your Customers' Journey

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:

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:

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:

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.

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.

info@temkingroup.com | www.TemkinGroup.com | 617-916-2075