Report: Benchmarking HR’s Support of CX and Employee Engagement

1602_HRinCXBenchmark_FCOVERWe published a Temkin Group report, Benchmarking HR’s Support of CX and Employee Engagement.  We surveyed 300 HR professionals from large organizations in North America and compared the results to a similar study we did in 2012. Here’s the executive summary:

Employee engagement is a critical component of customer experience (CX). To determine how effectively human resource (HR) departments support these engagement efforts, we surveyed 300 HR professionals from large companies and compared the results to a similar study we conducted in 2012. Seventy-three percent of HR professionals believe that it’s very important for their organization to become more customer-centric, but only 31% believe that HR professionals are significantly helping these efforts. The good news? That’s more than twice the level of HR support we found in 2012. Compared with 2012, companies are both measuring and acting on employee feedback more frequently, and HR professionals have more bandwidth to work on employee engagement. When we compared the companies that deliver outstanding customer experience with the companies that don’t, we found that the CX leaders have better financial performance, enjoy higher levels of engaged employees, are more customer- and mission-centric, have HR groups that are more actively involved in CX and employee engagement activities, and more frequently measure employee feedback. To improve employee engagement, companies must master the Five I’s of Employee Engagement: Inform, Inspire, Instruct, Involve and Incent.

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Here’s one of the 25 figures in the report:

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Here are some other findings in the research: Read more of this post

My CX Challenge To You

I recently completed my challenge of tweeting 100 customer experience tips in 100 days. Now I want to turn it into a challenge for you.

Take a look through the 100 tips and pick one or two that resonate with you. They can be things that you think are important that aren’t getting done, things that you want to do more of, or just things you want to keep in mind during the year.

My challenge to you is for you to make progress in those areas this year. If you are really serious about it, put a note in the comments section below with a statement listing the tips that you are committed to improving. I’ll ask you about them later in the year, sort of like your CX conscience.

Here are the 100 CX tips once again…

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Voice: The New/Old Human Interface

It started with punch cards, evolved to a cryptic language with phrases such as “c: DIR and CLS,” moved on to point and click, and then reached touch and pinch.

Moving mouses, typing on keyboards, pushing buttons, and touching screens has helped technology become significantly more accessible. But those approaches are still not the ultimate human interface.

While these newer interfaces have much lower learning curves, they still require learning new things. Not only do people need to understand physical interfaces, but they also need to understand logical ones. If you want to watch the TV show “Blue Bloods,” then you need to figure out both the channel and the time that it’s on.

So what’s next?

One of our 2016 CX trends is “Speech Analytics Piloting.” The technology for recognizing, understanding, and responding to human speech has evolved to the point where it can be more practically deployed. In our trends, we identified that analyzing phone calls from customers can uncover amazing insights. But the power of speech goes well beyond just listening and analyzing.

Read more of this post

Off Topic: Sheraton, Mercedes & GM Customers Will Watch The Super Bowl

Tomorrow is Super Bowl Sunday. While my Patriots aren’t playing, I’m still planning to watch the game, as will many, many more people. I tapped onto our research of 10,000 U.S. consumers to look at the popularity of the NFL.

Football is clearly America’s primary sport. Nearly 56% of the US populations likes to watch professional football, dwarfing the next sport on the list, baseball (35%). Over the last year, however, the NFL has lost a bit of its popularity, dropping almost 2 %-points. The only sports to increase their fan bases over the previous year were hockey and soccer, and they were both very small gains.

Sportsfans

One of the exciting parts of the Super Bowl Sunday is the television ads. It made me wonder about which companies would get the most value from buying those expensive commercial spots. So I looked at the degree to which different companies’ customer bases are NFL fans. My analysis spanned 318 companies across 20 industries, and the range of NFL fandom went from 48% to 74%.

At the top of the list are Sheraton (74%), Mercedes-Benz (72%), GM (70%), Hertz (69%), Alabama Power Company (69%), Quiznos (69%), Travelers (69%), and Merrill Lynch (69%).

At the bottom of the list are Empire BCBS (48%), DTE Gas Company (50%), Cablevision Optimum (51%), Subaru (51%), Cablevision (52%), Orange Julius (52%), Consolidated Edison of NY (52%), Southern California Gas (52%).

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Download the entire list of 318 companies 

15 Customer Experience Factoids From 2015 (Infographic)

Every year, Temkin Group publishes a lot of leading-edge customer experience research. In case you missed some of it, we decided to create this infographic with 15 of the top data factoids from across many of our reports:

1601_CXFactoids_INFOGRAPHIC

You can download (and print) this infographic in different forms:

100 Customer Experience Tips in a Word Cloud

Yay! I did it…

Yesterday, I completed my goal of tweeting 100 CX Tips in 100 days. If you don’t have time to read though all of the individual pieces of advice, here’s a word cloud from all 100 tips:

100CXtips_WordCloud

The bottom line: CX is built with customers, employees, and brand promises

Data Snapshot: CX Expectations and Plans for 2016

1602_DS_CXPlansFor2016_COVERTemkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2016. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2016. Here’s a description of the data snapshot:

In December 2015, Temkin Group surveyed 160 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2016 and beyond. We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, Q4 of 2013, and Q1 of 2015. This year’s results show that companies are planning on dedicating more money and effort to improve a variety of customer experience activities.

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The data snapshot has 12 graphics with data about CX plans and expectations for 2016.

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Here are a some additional findings from the research:

  • 84% of firms expect CX to be more important in 2016, and only 1% expect it to be less important.
  • 57% of firms expect to spend more on CX in 2016, and only 6% expect to spend less.
  • 45% of firms have more than five full-time CX professionals. 37% expect to increase those employees, and only 2% expect to cut back.
  • Firms plan to increase their spending the most on voice of the customer software, CX consultants, and text analytics.
  • The areas that will get the most increase in focus are Web experience, CX measurement, CX insights, and customer-centric culture.
  • Nearly two-thirds of organizations tie some compensation to CX metrics for customer-facing employees.

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The bottom line: 2016 will be a very active year for CX management.

Register for Journey Mapping Workshop

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Report: Lessons in CX Excellence, 2016

1601_LessonsInCXExcellence_COVERWe just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.

Here’s the executive summary:

This year, we chose eight organizations as finalists for Temkin Group’s 2015 Customer Experience Excellence Award. The finalists for 2015 are EMC Global Services, Hagerty, InMoment, Safelite AutoGlass, SunPower, The Results Companies, Verint, and Wheaton | Bekins. This report provides specific examples describing how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. We have included all of the finalists’ detailed nomination forms at the end of this report to help you compile examples and ideas to apply to your own CX efforts.

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Here are some highlights from the finalists: Read more of this post

Still A Lot To Learn From Martin Luther King Jr.

MLKWhether or not you celebrate MLK Day (it’s a Temkin Group holiday), today is a great opportunity to reflect on some of Martin Luther King Jr.’s inspiring messages. I find that his words of change, personal accountability, and love hold true across many settings, including how we run our organizations.

This year, I’ve decided to highlight (without any additional commentary) one of his quotes that fits well in The Year of Emotion:

Love is the only force capable of transforming an enemy into friend.

Here’s what I’ve written about MLK in the past:

Last year, I shared four of his quotes that I find to be particularly meaningful:

I have a dream that my four little children will one day live in a nation where they will not be judged by the color of their skin, but by the content of their character.

Darkness cannot drive out darkness; only light can do that. Hate cannot drive out hate; only love can do that.

The ultimate measure of a man is not where he stands in moments of comfort and convenience, but where he stands at times of challenge and controversy.

The time is always right to do what is right.

In 2014, I shared some of his quotes that discuss empathy with a connection to our four customer experience core competencies and added a question to think about after each quote:

  • Purposeful Leadership: “The ultimate measure of a man is not where he stands in moments of comfort and convenience, but where he stands at times of challenge and controversy.” How willing are your leaders to trade-off short-term results for longer gains in customer experience and loyalty?
  • Compelling Brand Values: “There comes a time when one must take a position that is neither safe, nor politic, nor popular, but he must take it because conscience tells him it is right.” Is your brand clear, strong and well understood enough by employees so that it empowers them to do the right thing, even if it means breaking some rules.
  • Employee Engagement: “We may have all come on different ships, but we’re in the same boat now.” Are you focused enough on making sure that employees understand and are committed to the goals and direction of your organization?
  • Customer Connectedness: “Love is the only force capable of transforming an enemy into friend.” Are you treating important customers well enough so that they are more than just satisfied, and become raving fans?

In 2013, I honored the 50th anniversary of Martin Luther King’s “I Have a Dream” speech from August 28, 1963, by sharing a word cloud from the speech.

Screen Shot 2013-08-26 at 11.53.18 AM

The bottom line: We can all learn from MLK.

ROI of Customer Experience (Infographic)

People always ask about the connection between customer experience and business results. Well, here’s some visual evidence of the linkage. In this infographic, we share data from the Temkin Group research report, ROI of Customer Experience 2015.

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You can download (and print) this infographic in different forms:

Temkin Group’s 2015 Research: Insights For CX Success

Temkin Group did a lot of research in 2015. In case you missed some of it, I’ve listed last year’s reports below. You can always find all of our research here.

Our 2015 research highlighted leading-edge best practices, uncovered key trends, provided valuable assessment tools, and shared benchmark data. I’m proud of what we accomplished last year!

And now for a little advertisement: Consider a Research & Advisory Subscription to accelerate your CX results in 2016.

1512_2015ResearchThe bottom line: If you liked our 2015 research, stay tuned for 2016!

A Look Back At “The Year Of The Employee”

As we start moving ahead in 2016, The Year of Emotion, I wanted to look back at last year’s theme.

logoIn our listing of customer experience trends for 2015, I labeled 2015 as “The Year of the Employee.” To help accelerate the focus, we created our Engage Employees campaign. I hope that you were able to find ways to focus on your employees last year, and that those efforts continue into the future.

Here is some of the relevant content that we created in 2015:

The bottom line: Employees are critical for customer experience success.

My 10 CX Wishes For You In 2016

Okay, now that we’ve celebrated New Years, it’s time to get moving again. We’ve got a lot of CX work to do in 2016, which we’ve labeled as The Year of Emotion.

As you start down the path of making 2016 a banner year for CX in your organization, I want to share my wishes for you:

  1. May you focus on your customers’ needs, even when internal priorities push them to be ignored.
  2. May you orient your thinking on customers’ journeys, even when the organization cares about individual interactions.
  3. May you design for customers’ emotions, even when success and effort are often the better understood parts of an experience.
  4. May you develop innovative ways to treat customers, even when the status quo seems to be good enough.
  5. May you share customer success stories, even when there are many problems to be fixed.
  6. May you remain committed to driving change, even when it feels like you aren’t making very much progress.
  7. May you help all employees deliver on customer promises, even when some don’t directly interact with end-customers.
  8. May you engage the hearts and minds of employees, even when it’s easier to just send out some communications.
  9. May you maintain a clear sense of purpose, even when you feel too busy to think about anything except the task in front of you.
  10. May you find many reasons to be grateful, even when it seems like things aren’t going your way.

The bottom line: I hope that 2016 is a wonderful, memorable year for you!

 

Happy New Year, Anyway You Say It

Gelukkige nuwejaar, Gëzuar vitin e ri, e glëckliches nëies, aam saiid, shnorhavor nor tari, yeni iliniz mubarek, bonne année, urte berri on, Зновым годам, subho nababarsho, asgwas amegas, mbembe mbu, bonne année, sretna nova godina, bloavezh mat, честита нова година, hnit thit ku mingalar pa, kung hé fat tsoi, bon any nou, xin nian kuai le, pace e salute, sretna nova godina, šťastný nový rok, godt nytår, gelukkig Nieuwjaar, felicxan novan jaron, head uut aastat, gott nýggjár, onnellista uutta vuotta, gelukkig Nieuwjaar, bonne année, lokkich neijier, bon an, feliz aninovo, gilotsavt aral tsels, ein gutes neues Jahr, kali chronia, rogüerohory año nuévo-re, sal mubarak, bònn ané, hauoli makahiki hou, shana tova, nav varsh ki subhkamna, nyob zoo xyoo tshiab, boldog új évet, farsælt komandi ár, selamat tahun baru, ath bhliain faoi mhaise, felice anno nuovo, akemashite omedetô, asseguèsse-ameguèsse, hosa varshada shubhaashayagalu, zhana zhiliniz kutti bolsin, sur sdei chhnam thmei, umwaka mwiza, seh heh bok mani bat uh seyo, sala we ya nû pîroz be, sabai di pi mai, felix sit annus novus, Happy New Year, laimīgu Jauno gadu, feliçe annu nœvu, bonana, laimingų Naujųjų Metų, gelükkig nyjaar, e gudd neit Joër, srekna nova godina, arahaba tratry ny taona, selamat tahun baru, is-sena t-tajba, kia hari te tau hou, shine jiliin bayariin mend hurgeye, wênd na kô-d yuum-songo, godt nytt år, bon annada, sâle no mobârak, szczęśliwego nowego roku, feliz ano novo, bun di bun onn, bangi vasilica baxt, un an nou fericit, С Новым Годом, ia manuia le tausaga fou, nzoni fini ngou, bonu annu nou, bliadhna mhath ur, srećna nova godina, mwaha mwema, goredzwa rakanaka, nain saal joon wadhayoon, suba aluth avuruddak vewa, stastlivy novy rok, srečno novo leto, dobir leto, feliz año nuevo, wan bun nyun yari, mwaka mzuri, gott nytt år, es guets Nöis, manigong bagong taon, ia orana i te matahiti api, iniya puthandu nalVazhthukkal, yaña yıl belän, nuthana samvathsara subhakankshalu, สวัสดีปีใหม่, tashi délek, yeni yiliniz kutlu olsun, Vyľ Aren, Z novym rokom, naya saal mubarik, yangi yilingiz qutlug’ bo’lsin, Chúc Mừng Nǎm Mới, bone annéye, blwyddyn newydd dda, bon lanné, dewenati!!!!

(Source of translations: http://www.freelang.net/expressions/newyear.html)

The bottom line: I hope that you and your family have a happy, healthy, and prosperous 2016!

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