Register for Temkin Group CX Workshop in San Diego

Sign up for Temkin Group’s hands-on workshop in
San Diego on June 2 & 3: 
Driving Customer Experience Transformation

Temkin Group: 5 Years of CX Thought Leadership (Infographic)

As part of tomorrow’s celebration of Temkin Group’s 5th year anniversary, we created an infographic highlighting some of our research over the previous five years. It was fun putting this together and reflecting on all that we’ve done.

The bottom line: We’re looking forward to the next five years!

 

5 Most Popular CX Matters Posts Over 5 Years

As part of our upcoming celebration of Temkin Group’s 5th year anniversary, I took a look at the readership levels on the Customer Experience Matters^® blog over the previous five years. Here the five most popular posts:

• Free eBook: The 6 Laws Of Customer Experience (July 2008). Although this eBook was published more than five years ago, it is the most popular content over the previous five years. This eBook has been translated into many languages and downloaded by over 100,000 people across multiple sites. I highly recommend this eBook as a basic building block for understanding customer experience. We’ve even created a whiteboard video to make the content accessible to anyone who has a few minutes to spare.
• Seven Steps for Developing Customer Journey Maps (April 2013). Customer journey mapping has become a very popular CX tool, and also a hot topic on this blog. That’s why we’ve created a workshop to help people master this capability. If you are interested in customer journey mapping, then you definitely need to read this post: Five Questions That Drive Customer Journey Thinking.
• Don’t Confuse Customer Service With Customer Experience (February 2009). This is another post that predates Temkin Group, but remains very popular because people often confuse customer experience with customer service. Customer service is one set of interactions that are a component of customer experience. We do a lot of work in customer service, since it is often a key moment of truth for many customer journeys. Here’s a link to other content we’ve written about customer service.
• 9 Recommendations For Net Promoter^® Score (June 2011). NPS^® has grown into one of the most popular customer experience metrics, which is why so many people are using this blog as a source for insights into how to best use it. If you are interested in NPS, then you should visit our VoC/NPS Resource Page, which includes benchmark data.
• 14 Customer Experience Trends for 2014 (The Year of Empathy) (December 2013). Our posts that layout the annual customer experience trends always attract a lot of readers. Check out our most recent post, 8 CX Trends for 2015 (The Year of the Employee).

The bottom line: Thank you to everyone who reads and shares content from this blog!

Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

Customer Experience Matters is a registered trademark of Temkin Group.

Join Us On April 28th to Celebrate Temkin Group’s 5th Anniversary

Next Tuesday, April 28th, will be the 5th anniversary of this post: Introducing Temkin Group, Customer Experience Transformation Consultancy. That’s when we launched Temkin Group.

It’s been a great five years and we are looking forward to celebrating the day with all of our clients, partners, and research followers.

We invite you to participate in some of our activities to celebrate this wonderful milestone:

• Help us donate to charity. Temkin Group will make a donation to a charity that you select from our list of seven worthy causes. We’re accepting votes through the end of April.
• Join us for a webinar. At 1:00 EDT, join Aimee Lucas, Jen Rodstrom, and Bruce Temkin in a lively webinar: Temkin Group’s 5th Anniversary Chat: CX Past, Present, and Future.
• Participate in a Tweet Chat. Between 3:00 EDT and 4:00 EDT, Aimee Lucas, Jen Rodstrom, and Bruce Temkin will discuss the topic, Building a Customer-Centric Organization during a Tweet Chat using the hashtag #TemkinGroupChat. See more details below.
• Get a 15% discount. Use the discount code “TG5Anniversary” on April 28th between 8:00 AM EDT and Midnight EDT and you will receive a 15% discount on any research that you purchase (it will only be active during that period).

Tweet Chat Questions

When you answer questions during the chat, be sure to note which question you are responding to using A1, A2, etc. and the hashtag #TemkinGroupChat.

• Q1: Leaders set the customer experience “tone at the top.” How do your leaders demonstrate their commitment to CX to the organization at large?
• QDeveloping a clear mission is important for Purposeful Leadership. How does your organization’s mission support the customer experience?
• Q3: Compelling brand values are created with promises. How is your brand translated into specific customer promises?
• Q4: Brand promises are kept or broken when customers interact with your organization. How does your organization infuse its brand values into the design and delivery of customer experiences?
• Q5: It’s critical to understand your customers in order to improve their customer experience. What’s a good example of how your organization embraced customer insights?
• Q6: Engaged employees are valuable assets. What has been successful in engaging your employees in your CX journey?
• Q7: The journey to CX maturity is tough. What are your questions about mastering the four customer experience core competencies?

See this page with more details about the Tweet Chat.

 

USAA Tops 2015 Temkin Forgiveness Ratings

We just published the 2015 Temkin Forgiveness Ratings, the fifth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of forgiveness earned by 293 organizations across 20 industries (see .pdf with full list). You can see all of the company data on the Temkin Ratings website.

Download dataset for $295 (download sample file)

***See how your company can reference these results
or display a badge for top 10% and industry leaders***

USAA took the top three spots for each of its business areas, earning a Temkin Forgiveness Rating of 61% for its credit card division and a rating of 60% apiece for its banking and insurance divisions. ACE Rent A Car came in fourth place overall with a Rating of 57%, and Amazon.com and Publix rounded out the top six with ratings of 55% each.

On the bottom of the list, Consolidated Edison Company of NY and Coventry Health Care tied for last place, each with a Temkin Forgiveness Rating of 3%. Also in the bottom six were Comcast (for both its TV service and Internet service businesses) and Time Warner (also for both its TV service and Internet service businesses).

Only 13% of companies earned a “very strong” Temkin Forgiveness Rating (above 45%), while 42% earned a “strong” rating (35% to 45%). Meanwhile, 3% of companies received a “very weak” Rating (below 15%), and 15% received a “weak” rating (15% to 25%).

Here are some more highlights from the 2015 Temkin Forgiveness Ratings:

Data Snapshot: Media Use Benchmark, 2015

We 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

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:

Download report for $195

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:

> 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.

You can see the ratings of all companies on the Temkin 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.

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.