September 2, 2014
Are you proud of your organization’s customer experience efforts? We’re accepting nominations for Temkin Group’s 2014 CX Excellence Awards until October 17.
Connecting Brands, Leaders, Employees, and Customers
September 2, 2014 Leave a comment
The bottom line: Join Temkin Group in celebrating CX Day!
August 28, 2014 Leave a comment
Analysts who work with customer data are often frustrated by the slow uptake in its usage. They see a ton of valuable insights in their work that go to waste. They’re frustrated that business partners aren’t lining up for as much of this insight as they can possibly consume. What’s going on?
Are analysts unjustifiably bullish about their content? Are business people just anti-data?
No! (at least most of the time)
People are creatures of habit, so most changes are not instantaneous. Adopting something new is a process, not an event. To understand how to encourage business people to use more data insights, it’s helpful look at their path to adoption. That’s why I created what I’m calling the “Seven Stages to a Data-Centric Mindset.”
Here are some tactics that analysts can use with their business partners at different stages of building a data-centric mindset:
The bottom line: Help your business partners develop a customer-centric mindset
August 26, 2014 1 Comment
In my post on customer experience trends for this year, I named 2014 as “The Year of Empathy.” Empathy is a critical component to any customer experience effort. To help ignite the discussion on this important topic, we launched the Amplify Empathy Challenge as part of the overall Amplify Empathy Movement.
We asked people to share how they’ve raised customer empathy within their organizations and Temkin Group committed to awarding up to $2,500 for the best ideas. We had a number of great submissions, which made it hard to decide, but we selected the five winners below (all receiving a $500 Amazon.com gift certificate). We added the titles to their entries, but the rest of the description is exactly what they submitted on the Amplify Empathy site.
The bottom line: Keep finding ways to #AmplifyEmpathy within your organization!
Here are submissions from the five Amplify Empathy winners:
Aaron Cooper, Customer Experience Architect
“I integrated empathy mapping into cross-functional design workshops, focused on generating customer-centered ideas to inform redesign of experiences within digital channels.
These workshops were hosted in a main corporate office, and brought directly to stakeholders via an on-site session at one of our call center locations. This was an excellent way to build empathy across the business, by bringing the opportunity directly to key team members.
Each team in a design workshop was composed of 4-5 people – a mix of developers, system analysts, business leads, customer experience professionals, call center agents and other team members. Each team was given two scenarios, based on one of our five personas. The scenarios provided a description of the persona, their context, needs, specific tasks and “how might we” statements to stimulate thinking. The workshops were structured as a series of rapid sketching sessions, kicked off by empathy mapping before sketching began for each persona’s scenario.
During empathy mapping, each team member contributed real, recent customer experiences. Call center agents offered particularly rich descriptions of customer thoughts, feelings, statements and actions (Think, Say, Feel, Do) to feed the conversations. Directly after empathy mapping, teams individually and collaboratively sketched, then reviewed and consolidated concepts, then voted on ideas. I tied the idea voting directly to customer experience metrics (eg. ease of doing business – see Forrester), plus a colored dot for “breakthrough idea, if…” to emphasize ideas that had innovative characteristics. By weaving key performance indicators into voting, very early in the design process, team members had another way to evaluate the efficacy of ideas.
August 22, 2014 Leave a comment
Our research shows that consumers are most willing to try new offerings from Advantage (rental cars), Sony (software), Fujitsu (major appliances), Apple (software), Audi (auto dealership). Lexus (auto dealership), QVC (retailer), Foot Locker (retailer), and Activision (software).
Consumers are least willing to try new offerings from HSBC (bank), Fifth Third (bank),Time Warner (Internet service and TV service), Cox Communications (Internet service and TV service), Charter Communications (TV service), Citibank (bank and credit cards), Comcast (TV service), Sun Trust Bank (bank), and Capital One (bank).
Which group of companies do you think will fare better if they face innovative competitors?
As part of our ongoing research, we collect data on different types of loyalty. One of the areas we examine is a concept called Innovation Equity, which is the willingness of customers to try a company’s new products and services. You earn (or lose) innovation equity over time based on how customers view your company and its offerings.
Most people don’t talk about this kind of loyalty, but it’s very important. If your customers aren’t willing to try new things, then it’s very hard to expand your business into new areas or to keep up with innovative competitors. To measure Innovation Equity, we created the Temkin Innovation Equity (TIE) Index. Here’s how we calculate the TIE Index:
We calculated the TIE Index for 254 companies across 19 industries based on a survey of 10,000 U.S. consumers in Q1 2014. Here’s some of what we found:
Purchase 2014 TIE Index Dataset for $195Download this excel file to see what’s in the dataset
The bottom line: Start building up your Innovation Equity!
August 19, 2014 Leave a comment
We just published a Temkin Group report, Social Employee Engagement. The research shows best practices for infusing social tools into employee engagement efforts. Here’s the executive summary:
Temkin Group research shows that engaged employees are valuable assets. They try harder at work, are less likely to look for a new job, and feel more committed to helping the company succeed. We found that companies with stronger employee engagement competencies are more likely to use social tools as part of their internal efforts than other companies. For best results, companies should introduce these social capabilities into their employee engagement plans to enhance what we call the “Five I’s of Employee Engagement”: Inform, Inspire, Instruct, Involve, and Incent. We interviewed 17 companies for this report, including EMC, Fidelity Investments, Houlihan’s, Humana, Oracle, SunTrust Bank, TELUS, and USAA, and identified more than 20 best practices enabled by social tools. We also added a checklist to help organizations introduce social tools to employees.
The report identifies best practices for using social tools across the 5 I’s of Employee Engagement:
The bottom line: Tap into social tools to engage employees
August 13, 2014 Leave a comment
I’m a huge fan of Robin Williams’ work. He was a brilliant artist who unfortunately lost his battle with internal demons.
I remember many scenes from his movies and TV appearances, but nothing is more vivid to me than one of his discussions with Matt Damon in Good Will Hunting. Williams plays a psychologist who is trying to help a brilliant, yet troubled inner-city Boston kid (WIll Hunting played by Matt Damon). In this scene on a bench in the Boston Public Garden, Williams is explaining to Damon the difference between intellectual knowledge and emotional understanding.
Here’s an excerpt from the beginning….
“So if I asked you about art, you’d probably give me the skinny on every art book ever written. Michelangelo, you know a lot about him. Life’s work, political aspirations, him and the Pope, sexual orientation, the whole works, right? But I’ll bet you can’t tell me what it smells like in the Sistine Chapel. You’ve never actually stood there and looked up at that beautiful ceiling. Seen that…”
The scene provides a parallel commentary on the difference between analytics and empathy.
The bottom line: RIP Robin Williams. May the spark you brought to our lives continue to live on.