September 2, 2014
Are you proud of your organization’s customer experience efforts? Nomination preiod for Temkin Group’s 2014 CX Excellence Awards extended until October 21.
Connecting Brands, Leaders, Employees, and Customers
October 17, 2014 2 Comments
My definition of customer experience remains the same as when I introduced it in 2008:
The perception that customers have of their interactions with an organization.
Our model for customer experience has always been built on three components — functional, accessible, and emotional – which are the underlying elements in the Temkin Experience Ratings. While this model continues to hold up, we’ve decided to change the naming of the components to the following:
The names have changed, but the definitions of the components remain the same. Our Temkin Experience Ratings will also remian the same, so we will continue to be able to compare the results with previous years.
We felt as though the new language would simplify our discussions about customer experience. In addition, people are starting to discuss the notion of customer effort, which is an area that we’ve been measuring in our Temkin Experience Ratings since 2011.
The bottom line: Some names have changed, but the CX fundamentals remain the same
October 15, 2014 Leave a comment
We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. Based on data from 218 large organizations with at least $500 million in annual revenues, we examined VoC efforts within large organizations. The report includes a self-assessment and data to benchmark your VoC program. Here’s the executive summary:
For the fourth straight year, Temkin Group has benchmarked the maturity of voice of the customer (VoC) programs within large organizations. Despite a slight drop in staffing numbers and executive involvement, companies’ VoC efforts continue to deliver successful results. While companies today are investing more money into most VoC solutions, spending on text analytics and predictive analytics has increased the most dramatically over the past year. Looking ahead, companies plan on focusing less on multiple-choice surveys and more on interaction history and predictive analytics. In terms of metrics, our analysis shows that satisfaction and Net Promoter Score work most successfully at the relationship level, whereas Customer Effort Score works most successfully at the transactional level. Respondents also completed Temkin Group’s VoC Competency and Maturity Assessment, which examines capabilities across what we call the “6 Ds”: Detect, Disseminate, Diagnose, Discuss, Design, and Deploy. Only 11% of companies have reached the two highest levels of VoC maturity, a drop-off from last year. When we compared high scoring VoC programs with lower scoring programs, we found that companies with more mature programs have better overall business performance, spend more on analytics, are more active on mobile, employ more full-time employees, take more action with the insights, and enjoy more executive support.
Here are results from companies that completed Temkin Group’s VoC Competency and Maturity Assessment (one of the 25 figures in the report):
The bottom line: VoC programs have a lot of maturing to do
October 14, 2014 Leave a comment
As part of Customer Experience Day, I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. Cannon was energetic and informative in describing how MBUSA has infused a strong sense of CX across its organization as well as across the company’s network of 375 dealership franchisees.
One of the highlights of the webinar was when Cannon said that “customer experience is the new marketing” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing.
Here are some other highlights and lessons from the webinar:
Check out last year’s webinar with Dan Hesse, CEO of Sprint.
The bottom line: CX leaderships requires executive leaders like Steve Cannon.
October 10, 2014 Leave a comment
Since today is the last day of Customer Service Week, I’m give a shout out to industry leaders in the 2014 Temkin Customer Service Ratings. The chart below shows the leaders across 19 industries, along with where they ranked compared with the 233 companies in the ratings.
The bottom line: Happy Customer Service Week!
October 8, 2014 Leave a comment
As part of yesterday’s Customer Experience Day celebration, I attended a CXPA local networking event at the Dana-Farber Cancer Institute (DFCI) in Boston. The session kicked off with a panel from the DFCI discussing patient experience.
I’m a big fan of DFCI and have enormous respect for the great work that it does in battling cancer. The panel, which included a cancer survivor turned volunteer, was fantastic. I was inspired by the commitment and compassion they displayed.
One of the points that came up was DFCI’s commitment to treat the whole person. This explains why it provides things such as hand massages during chemotherapy treatment. DFCI doesn’t just treat the disease, it treats the whole person.
I love the concept of the whole person. It’s not just applicable to DFCI or other health care providers, but to every organization. It’s a powerful concept for anyone who cares about customer experience.
Here’s how I think about the whole person:
I hope that you are inspired to drive your organization towards focusing on the whole person. Here are a few tools that should help:
The bottom line: Start focusing on the whole person!
October 7, 2014 2 Comments
As I mentioned in my 14 Customer Experience Trends for 2014, this year will be the “Year of Empathy.” Given the focus on this key area, Temkin Group created the Amplify Empathy movement. So when we were thinking about our CX Day celebration, it seemed like a perfect fit for us to do something about empathy.
That’s why we created this free eBook: 25 Tips for Amplifying Empathy.
The eBook discusses these tips from a wide variety of companies:
October 7, 2014 Leave a comment
In honor of Customer Experience Day, Temkin Group created its second annual “The State of Customer Experience” infographic.
You can see a vertical infographic below or:
Here are links to the research referenced in this infographic:
Here’s a link to last year’s infographic.
The bottom line: Happy Customer Experience Day!
This blog post is part of the 2014 CX Day Customer Experience Blog Carnival hosted here: http://community.cxpa.org/blogs/val-moschella/2014/10/07/cx-day-blog-carnival-cx-core-competencies