Data Snapshot: Media Use Benchmark, 2015

1504_DS_MediaBenchmark2015_COVERWe just published a Temkin Group data snapshot, Media Use Benchmark, 2015. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot).

Here’s the data snapshot description:

In January 2015, we surveyed 10,000 U.S. consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. Our analysis examines the amount of time consumers spend every day watching television, browsing the Internet (for both work and leisure), reading books (both print and electronic), reading newspapers (both print and electronic), listening to the radio, reading a print magazine, and using a mobile phone. This data snapshot breaks down the results by income level, education level, and, most expansively, by age.

Download report for $195
BuyDownload3

Use of mobile phones for internet or app-related consumption increased an average of 0.4 hours per day over the past year. This is the largest jump in average usage time over all 11 areas we examined in both 2014 and 2015. Respondents under the age of 35 dedicate the most amount of time to all of these activities, with the exception of TV watching, which is most heavily consumed by 65- to 74-year-olds.

Here’s a portion of the first figure from the data snapshot that contains 12 data-rich charts:

1504_MediaUseHours

Download report for $195
BuyDownload3

The bottom line: Mobile use continues to rise

2015 Temkin Experience Ratings: 20 Industry Snapshots

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here’s a link to FAQ’s about the Ratings.

As a follow-up, we published blog posts that examine the results for each of the 20 industries over the five years of the Ratings. You can see links to all of those industry snapshots below:

2015TxR_Industries

> Airlines
> Auto Dealers
> Banks
> Computers & Tablets
> Credit Card Issuers
> Fast Food Chains
> Health Plans
> Hotels
> Insurance Carriers
> Internet Service Providers
> Investment Firms
> Major Appliances
> Parcel Delivery Services
Rental Car Agencies
> Retailers
> Software Firms
> Supermarkets
> TV Service Providers
> Utilities
> Wireless Carriers

Companies that are industry leaders or in the top 10% overall of the Temkin Experience Ratings can publicly display these badges.

temkin badge6b temkin 6

You can see the ratings of all companies on the Temkin Ratings websiteTemkin Ratings website

Off-Topic: Yes MLB, You Have an Old Age Issue

As a diehard Red Sox fan, I love the opening week of baseball. That’s why I decided to dig into our consumer benchmark data, which includes information about sports preferences.

I took a look at the difference in MLB fans across genderations (a term I use for the mix of gender and age). No surprise, men like baseball a lot more than women across every age group.

Baseball knows it has an age issue (see my notes on a session I attended with MLB commissioner Rob Manfred), and it certainly does. Its strongest base of fans is with older consumers. There’s a very noticeable drop in fans who are younger than 55 years old and then it drops off a great deal for anyone younger than 35 years old.

1504_MLBbyGenderation

I also examined which companies have the most and least MLB fans in their customer bases. While this data is probably valuable for firms thinking about investing in commercials and sponsorships with MLB teams, I didn’t do it for them. I just did it for fun.

I analyzed the customer bases of 328 companies (the ones for which I had at least 100 consumer data points) to find the percentage that said they enjoy watching professional baseball. As you can see below, the range of MLB fans goes from a high of 66% for AirTran Airways and ACE Rent A Car to 33% for Medicaid.

1503_MLBbyCompany_TopBottom

Temkin Well-Being Index Dips in 2015 for U.S. Consumers

Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWI) based on a few of those attitudinal elements.

The TWI is based on a survey of 10,000 U.S. consumers in January. The overall index is an average of three measurements representing the percentage of U.S. adults (18 and older) who agree with these statements:

  • I am typically happy
  • I am healthy
  • I am financially secure

While we began publishing the TWI last year, we’ve been tracking it for four years.  As you can see in the figure below:

  • After the TWI increased each of the last two years, it dipped by 0.2 percentage-points between 2014 and 2015.
  • The happiness index remained flat and healthiness index gained 0.2 points over the last year, but the financial security index dropped by almost one point.

We’ll be examining 2015 TWI by age and gender in an upcoming post.

2015TWI

The bottom line: U.S. consumers are feeling less financial secure

2015 Temkin Group CX Vendor Excellence Award Winners

1503_CxVE_AwardBadge

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners:

Confirmit
Clarabridge
NICE Systems
Qualtrics
Rant & Rave
ResponseTek
Walker

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback.

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group).

This year’s crop of candidates was quite competitive. With growing capabilities aimed at improving their clients’ customer experience, thoughtful strategies focused on long-term growth, and exciting road maps that promise innovative enhancements and product launches in the coming months, the vendors that participated in the Temkin Group Customer Experience Vendor Excellence Awards prove that customer experience excellence is at the forefront of technology design.” – Mila D’Antonio

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016.

I’ve included the first two section of the nomination forms submitted by the seven winners. Read more of this post

Celebrate Temkin Group’s 5th Anniversary With Charity

On April 28, 2010, I published the post Introducing Temkin Group, Customer Experience Transformation Consultancy. It’s hard to believe that we are about to celebrate our 5th anniversary.

First of all, thank you! We are incredibly grateful for all of our wonderful clients, team members, and the community of CX professionals who participate in our research and read our content. It’s been a great five years!!!

We have a number of things planned to celebrate our anniversary including discounts, interesting content, and a webinar on April 28th called Temkin Group’s 5th Anniversary Chat: CX Past, Present, and Future. Stay tuned to this blog for more information.

We Want To Make A Donation For You

As part of Temkin Group’s celebration, we want to show our appreciation by making some charitable donations. Our team members have selected the following seven charities:

You determine the donations!

We will give $5 to each charity for every vote it receives during the month of April (with a maximum of $500 for each charity). We will also add an additional $500 donation for the charity that receives the largest number of votes. So pick your charity below.

The bottom line: Thank you for being part of Temkin Group’s first five years!

 

What is Culture? How People Think, Believe, and Act

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. In other words, what customers experience outside is based on what’s going on inside. To consistently differentiate your customer experience, you need to transform your culture.

“Culture eats strategy for lunch”
– Peter Drucker

The reason that culture is so important is that it frames what people (employees) do when no one is looking. You have two choices for driving employee behaviors: 1) Prescribe all of their actions and put in place mechanisms to monitor and control them, or 2) Create a culture that encourages them to act consistently with your organization’s objectives. The first approach requires an ever-growing level of resources, and is very difficult to sustain.

Herb Kelleher, founder of Southwest Airlines, has said that:

“If you create an environment where the people truly participate, you don’t need control. They know what needs to be done and they do it. And the more that people will devote themselves to your cause on a voluntary basis, a willing basis, the fewer hierarchies and control mechanisms you need.”

Our research has shown that customer-centric organizations demonstrate four CX core competencies:

  • Purposeful Leadership:Leaders operate with a clear, well-articulated set of values.
  • Compelling Brand Values: Brand attributes drive decisions about the company treats customers.
  • Employee Engagement: Employees are fully committed to the goals of the organization.
  • Customer Connectedness: Customer feedback and insight is integrated throughout the organization.

To help companies drive culture change, which we believe is a campaign to engage all employees, we created a concept called Employee-Engaging Transformation. This approach requires a different view towards driving organizational change:

1503_EETchangeWhat Exactly is Organizational Culture?

All of our work in this area comes down to a key reality; culture is how employees think, believe, and act. So if you want to drive culture change, you need to deal with all three of those areas. Here’s how:

  • Think: Employees need to be intellectually bought-in and understand why there needs to be a change.
  • Believe: Employees need to see that leaders are truly committed to the change.
  • Act. Employees need to adjust some of their behaviors to align with the change.

Companies often focus on the think level, hoping that a barrage of communications can drive culture change. Well it can’t. You need to develop plans that deal with all three levels: Think, Believe, and Act.

Leaders Can Make or Break Culture Change

Leaders play a critical role in driving cultural change. As you can see above, employees won’t “believe” in any change unless they see their leaders behaving differently. We’ve identified three characteristics of transformational leaders: communicating “why,” modeling the desired behaviors, and reinforcing change.

Three Required Characteristics For Transformational Leaders

If leaders continue to operate in the same way, making the same decisions and trade-offs, then the organization will believe that nothing is changing — no matter how many emails the CEO sends, or compelling speeches she gives at town hall meetings.

The bottom line: Culture is a key ingredient to long-term CX success.

%d bloggers like this: