June 30, 2014
There’s still room in Temkin Group’s hands-on workshop in Boston on July 31 & August 1. Learn how to drive CX transformation in your organization.
Connecting Brands, Leaders, Employees, and Customers
June 30, 2014 Leave a comment
We just published a Temkin Group report, Raising Customer-Centricity Across the B2B Enterprise. The research provides in-depth case studies of five B2B firms. Here’s the executive summary:
Temkin Group research shows that good customer experience (CX) drives loyalty with business customers. These same business customers, influenced by their personal experiences as consumers, have raised their expectations in their business-to-business (B2B) relationships. While most large B2B organizations have a low level of CX maturity, our research shows that 56% of them have the goal of delivering industry-leading customer experience within three years. To understand how B2B organizations are improving their customer-centricity, we compiled case studies of five organizations that are raising the bar in CX: Ciena, Crowe Horwath, Fiserv, Genworth Financial, and Oracle. To assess your organization’s CX maturity, use Temkin Group’s Customer Experience Competency Assessment, and compare the results to data from other large B2B firms.
The report provides 40 pages, including rich details on B2B CX and benchmark data to evaluate your B2B CX against other large organizations. Some of the data points in the report include:
The five case studies go deep into how some great practices for infusing good CX across B2B organizations:
The case studies highlight practices affecting all four customer experience core competencies:
The bottom line: B2B firms need to improve customer experience.
June 24, 2014 Leave a comment
We just published a Temkin Group data snapshot, Social Media Benchmark, 2014. This is the third year that we’ve published the benchmark that examines how much time U.S. consumers spend using different types of social media on computers and on mobile phones.
Here’s the executive summary:
In January 2014, we surveyed 10,000 U.S. consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012 and January 2013. This analysis looks at the frequency with which consumers in different age groups use computers and mobile phones to access Facebook, LinkedIn, Twitter, Google+, Pinterest, Tumblr, and third-party rating sites. We also examine how usage rates vary by mobile phone type.
Here’s an excerpt from one of the 14 charts in the data snapshot.
Here are some additional findings from the research:
The bottom line: Mobile social media is on the rise
June 22, 2014 2 Comments
We’re just about to leave New York after an enjoyable long weekend. As always, the Big Apple was a fun spot to hang out for a few days. Here are some of my observations (and evaluations) from the trip:
June 8, 2014 Leave a comment
Over the weekend, I went to Cambridge for my MIT Sloan School reunion and to celebrate 100 years of management education at MIT (which is called Course XV “15” at MIT). After 100 years of educating students, Sloan’s mission remains as compelling as ever:
To develop principled, innovative leaders who improve the world
I’d like to believe that I fit that description :-)
It was great seeing the magnificent upgrades to the campus. When I went to Sloan, our class of about 200 students spent most of our time hanging out in a couple of old buildings. Now the Sloan School has great new facilities and more than twice as many students. I hope the school continues to create the same sense of intimacy with students that we experienced.
It was also wonderful to see my SM ’89 classmates and to catch up on what’s changed over the previous five years. Overall, most people are doing quite well and seem pretty happy. Some are company leaders, others are entrepreneurs, many have kids around college age, and a few have even retired (thanks to the tech sector). Lots of different life stories.
As part of the 100th anniversary celebration, a few professors gave lectures. While Saturday morning classes aren’t really my thing, I went to see Erik Brynjolfsson discuss his book The Second Machine Age: Work, Progress, and Prosperity in a Time of Brilliant Technologies. Despite the early hour, I really enjoyed Erik’s speech. His main thesis is that the industrial age was built on physical power while the Second Machine Age (that we’re in right now) is built on mental power, which will use a lot of technology.
Erik showed how technology is quickly evolving to do things that only humans could do a few years ago. He had some interesting anecdotes about a number of cool new technologies such as Google’s driverless car, Baxter robots, Lionbridge Translation, and IBM Watson. This was an interesting chart that shows how Watson learned how to play Jeopardy better than the best humans in only a few years (the dots represent performance of Jeopardy winners (humans) and the lines represent Watson’s performance at different points in time).