October 2016
CX Day with Barry Schwartz, Emotion Ratings,
and Brand Promises
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Although the global CX party doesn't start for many of us until tomorrow, it's already CX Day in Asia and Oceania. So... Happy CX Day! I'm thrilled to kick off Temkin Group's CX Day celebrations during "The Year of Emotion" by sharing my video discussion with Barry Schwartz (renown psychologist and best selling author of books such as Paradigm of Choice and Why We Work). Watch us talk about Infusing Humanity into CX:
- Webinar with Jen Rodstrom at 9:00 AM ET: The Fundamentals of Customer Experience.
- Webinar with Aimee Lucas at 1:00 PM ET: Building a Customer-Centric Culture.
- Free eBook: 25 Tips for Tapping into Customer Emotion.
- New video: Start Talking About Emotions.
- New Infographic: Customer Experience Matters, 2016.
- 15% discount on Temkin Group's research (watch for the code on Twitter).
During this past month, we published a number of research reports:
- 2016 Temkin Emotion Ratings. We've measured emotion as part of the Temkin Experience Ratings every year for the past six years. This year, congratulations go to Publix, Chick-fil-A, Residence Inn, H-E-B, True Value, Kroger, Save-a-Lot, Wawa Food Market, QVC, and Amazon for earning the top scores out of 294 companies. Meanwhile, Comcast, Fujitsu, Health Net, Blue Shield of CA, Anthem, Time Warner Cable, Commonwealth Edison, Medicaid, Charter Communications, and AT&T are at the bottom of the list.
- Translating Brand Promises into Employee Behaviors. Companies must translate their brand and its promises into appropriate employee behaviors through a three-step approach: Make promises, Embrace promises, and Keep promises. See more information below.
- Channel Preferences Benchmark, 2016. In Q3 2016, we surveyed 10,000 U.S. consumers about which channel they prefer using when performing 11 different activities - such as selecting a life insurance policy or applying for a new credit card - and then compared our findings with the results of a similar study we conducted in 2015. See more information below.
- Tech Vendor NPS Benchmark, 2016 (B2B). For the fifth year in a row, we examined the link between Net Promoter Scores® (NPS®) and loyalty for technology vendors. We surveyed 800 IT decision-makers from large North American firms to learn about their relationships with their technology providers. Of the 62 tech vendors we evaluated, IBM, HPE outsourcing, IBM SPSS, and VMware earned the highest NPS, while Cognizant, Capgemini, and Infosys received the lowest.
We also published a new infographic: Employee Engagement Primer. It provides tons of valuable concepts and data around this critical topic.
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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 October 26 & 27
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In Case You Missed It...
Here is some research we discussed in recent journals:
- The (Large) Connection Between Emotion And Loyalty. We analyzed the connection between customer emotions and loyalty.
- My Latest 9 Recommendations For NPS. In this post, I discuss topics such as choosing a metric, the effects of sampling, and setting appropriate targets.
- Five C's of Mobile VoC Disruption. Research shows how mobile is transforming how organizations capture and use customer insights.
- 2016 Temkin Web Experience Ratings. USAA, Regions Bank, and Amazon took the top spots in these Ratings.
- Social Media Benchmark, 2016. Our analysis looks at how consumers across all ages use social media sites, such as Facebook, LinkedIn, Twitter, Google+, Pinterest, Tumblr, and third-party rating sites.
- 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.
- Emotion-Infused Experience Design. This report shows how to design experiences that create stronger emotional connections with customers.
- State of CX Management, 2016. For the seventh year in a row, we've benchmarked CX competencies and maturity levels of large organizations.
- ROI of Customer Experience. We use data to show the connection between customer experience and loyalty across 20 industries.
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Translating Brand Promises into Employee Behaviors
Temkin Group has found that the companies that deliver great customer experience use their brand as a blueprint for how they treat customers, which is why Compelling Brand Values is one of our four customer experience core competencies.
Too often organizations put a lot of energy into communicating the brand externally, only to fall short on connecting employees to their role in keeping brand promises. In the report, Translating Brand Promises into Employee Behaviors, we introduce three steps that companies can use to translate their brand promises into appropriate employee behaviors: Make promises, Embrace promises, and Keep promises.
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Channel Preferences Benchmark, 2016
In the Temkin Group Data Snapshot, Channel Preferences Benchmark, 2016, we analyze which channels U.S. consumers would prefer to use to accomplish 11 common interactions. As you can see below, online self-service is the most popular for many of the activities.
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Temkin Group Research Plans and Updates
We have quite a few exciting new reports underway, including The State of VoC Programs, Capturing Insights from Customer Communities, Digital Emotional Design, 2016 NPS Benchmark Study, and the Temkin Experience Ratings of Tech Vendors.
- 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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