May 27, 2016
May 16, 2016 Leave a comment
Senator Corey Booker delivered yesterday’s commencement speech at my son’s graduation from The George Washington University. Despite the unusually cold and windy setting, Booker was captivating and inspiring. He shared lessons that he had learned from his father, as well as from the death of Hassan Washington, a teenager who was shot and killed in Newark. I urge you to watch…
One of the lessons that Booker shared is important for all of us to consider in our interactions with others:
Don’t give in to cynicism. It is a toxic spiritual state. You’ve got to be one that, wherever you are, like a flower, you’ve got to blossom where you’re planted. You cannot eliminate darkness. You cannot banish it by cursing darkness. The only way to get rid of darkness is light, and to be the light yourself.
What can we do to be the light that inspires employees, improves the lives of our customers, or makes the world a better place for even one person?
The bottom line: We are all the light that can eliminate darkness.
May 10, 2016 2 Comments
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 (TWBi) based on a few of those attitudinal elements.
The TWBi 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 TWBi in 2014, we’ve been tracking it since 2012. As you can see in the figure below:
- After the TWBi increased in 2013 and 2014 two years, it fell for the second straight year. The drop this year, 1.9 points, is the largest change we’ve seen.
- All three areas of the TWBi dropped since last year. While there was a small drop in financial security (-0.4 points), happiness dropped 2 points, and healthiness dropped 3.3 points. The drop in healthiness is the largest change we’ve seen in any area.
- When comparing 2016 to 2012, we find that U.S. consumers are slightly less happy, a little healthier, and much more financially secure.
We’ll be examining 2016 TWI by age and gender in an upcoming post.
The bottom line: U.S. consumers are a lot less healthy this year
April 28, 2016 Leave a comment
Five years ago I announced the creation of the Customer Experience Professionals Association in a blog post called…
In that post, I listed these objectives that co-founder Jeanne Bliss and I had for the CXPA:
- There are many customer experience networking groups, but the industry has hit a stage where it needs a single, collective voice to map its evolution.
- We want to help customer experience professionals embed customer experience management skill sets across their organization.
- Our goal is to identify standards and best practice approaches and transfer those skills across the industry.
- We want to ensure that that customer experience management continues to generate a vibrant set of opportunities for customer experience practitioners.
Five years later, we have a thriving global community of more than 4,000 customer experience professionals that has made strides across all of those objectives. Here’s a sampling of the great things that the CXPA has accomplished:
- We’ve had 100’s of local networking events where CX professionals discuss best practices, network, and hang out with each other. I’ve had the opportunity to attend a couple dozen of these sessions and am amazed at how much energy there is when CX professionals get together.
- Next week we’ll be holding our 6th Insight Exchange in Atlanta where more than 300 CX professionals will participate in an intense two-days of sharing. These are great events, that are unlike any others in the industry. Rather than focusing on one-way presentations, we create environments where people learn from and share with each other. This special sauce is called member-to-member, or just plain M2M. We also recently held our second European Insight Exchange.
- We’ve also created CX Day, which is an annual celebration of great customer experience and the professionals who make it happen (mark your calendar for October 5th!). It’s an exciting day where CX professionals around the world join together.
- There are amazing educational resources for members. Our online community offers great content, from CX tools to webinars. And our members actively share their learnings with each other through rich online conversations. They can even query a group of CX Experts to get answers to specific questions.
- We’ve created a Mentor Match Program, where the CXPA connects individual members together to form mentorship relationships.
- And one of the most important things that we’ve done is to create the Certified Customer Experience Professional (CCXP) designation. Having an independent certification system is a critical step in the evolution of our profession, Here’s what I wrote about being a CCXP.
I’ve been amazed to see the passion and commitment that our members have to the association and to each other. CXPA members are more than just people who pay an annual fee to belong to a professional association. We’re family.
I’m so proud to be a member of the CXPA family!