Looking Back at Temkin Group's 2012 Research

As we prepare to welcome in 2013, I took a look back at 2012. It’s been a fun year for Temkin Group research. We uncovered a wide array of customer experience trends, best practices, and benchmarks in 2012 within these research reports:

• What Happens After A Good or Bad Experience?
• The State of CX Metrics, 2012
• The Five I’s of Employee Engagement
• What Influences Consumer Purchases?
• Net Promoter Score Benchmark Study, 2012,
• CX Needs More HR Focus on Employee Engagement,
• Prepare for Next Generation Voice of the Customer Programs
• The Future of Customer Experience
• Data Snapshot: How Consumers Give Feedback, 2012
• The State of CX Management, 2012
• Data Snapshot: Communications and Media Benchmark
• The ROI of Customer Experience
• 2012 Temkin Loyalty Ratings
• Data Snapshot: Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients
• Data Snapshot: Customer Experience Expectations and Plans For 2012
• Data Snapshot: Consumer Channel Preferences
• 2012 Temkin Experience Ratings
• The State of the Customer Experience Profession, 2012
• 2012 Temkin Experience Ratings of Tech Vendors
• Employee Engagement Benchmark Study
• Data Snapshot: Social Media And Mobile Adoption
• 2012 Temkin Experience Ratings UK
• Data Snapshot: Who Prefers Service Over Price?

2013 should be even more exciting. We already have a number of research projects underway including the 2013 Temkin Ratings, B2B CX best practices, the state of CX profession, employee engagement case studies & benchmark data, and an update to our four CX competencies report. Stay tuned!

The bottom line: 2013 should be a great year for Temkin Group research!