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

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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.

Report: State of the CX Profession, 2015

1503_StateOfCX Profession2015_COverWe just published a Temkin Group report, State of the CX Profession, 2015. This is the fifth year that we’ve examined the roles of CX professionals and the second year that we’ve done a compensation study. Here’s the executive summary:

To better understand the mindset and roles of CX professionals today, we surveyed 270 CX professionals and then compared their responses to similar studies we conducted over the previous four years. Although 98% of respondents believe that customer experience is a great profession to work in, these professionals feel less appreciated than they did last year. Web interactions and voice of the customer programs continue to be key areas of responsibility for these professionals, and respondents expect spending on and hiring for CX activities to grow in 2015, with voice of the customer software vendors enjoying the most positive momentum. On this year’s survey we included our second annual compensation study. We examined 126 CX professionals from large organizations and found that their average compensation (salary plus bonus) ranged from $92,000 for mid-level individual contributors to $344,000 for CX executives.

Download report for $195
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CX continues to be a great profession….

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Download report for $195
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The bottom line: The CX profession is thriving.

Examining Five Years of Temkin Trust Ratings

We just published the 2015 Temkin Trust Ratings, the fifth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 293 organizations across 20 industries.

Download 2015 Temkin Trust dataset for $295 (see sample file)

Since it’s the fifth year of the ratings (see ), I’m taking a look at some trends:

  • Four industries have increased their Temkin Trust Ratings for four consecutive years: Airlines, computers, banks, and credit cards. Over the previous year, 10 industries declined while five improved.
  • All of the 12 industries that have been in the ratings since the beginning have improved. Banks and credit cards have gained the most over the previous five years (+24 points), while Internet service providers (+5 points) and retailers (+6 points) gained the least.
  • Four industry averages increased more than one point in their Temkin Trust Ratings between 2014 and 2015: Hotels (+4.2 points), computers & tables (+3.8), banks (+2.8), and credit cards (+2.6).
  • Eight industry averages decreased more than one point in their Temkin Trust Ratings between 2014 and 2015: Internet service (-4.6 points), auto dealers (-3.6), software (-2.8), investment firms (-2.7), major appliances (-2.5), TV service (-2.4), health plans (-1.7), and wireless carries (-1.6).
  • 132 companies have been in the Temkin Trust Ratings for five years. Over that time, US Bank, USAA (banking), and credit unions (banking) have gained the most, (+30 or more points). Cox Communications has dropped the most (-21 points), while MSN and Edward Jones are the only other firms to drop by more than 10 points.
  • Led by Residence Inn’s improvement of 22 points between 2014 and 2015, 41% of the firms that were in both years Ratings improved by at least 1 point. Five other firms gained more than 15 points over the previous year: Qwest, Hyatt, Panda Express, HSBC, and Holiday Inn Express.
  • Forty-three percent of firms dropped at least one point between 2014 and 2015, with Coventry Health Care dropping the most (21 points). Five other firms lost 15 or more points between 2014 and 2015: Health Net, Cox Communications, BMW, Advantage RAC, and TD Ameritrade.

Read more of this post

H-E-B and Credit Unions Top 2015 Temkin Trust Ratings

We just published the 2015 Temkin Trust Ratings, the fifth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 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 (see sample file)

H-E-B and credit unions took the top spots in the 2015 Temkin Trust Ratings, while USAA took three of the next four spots for its banking, insurance, and credit card business. Publix rounds out the top six firms.

Comcast earned the lowest two spots in the Temkin Trust Ratings for its TV service and Internet service businesses. Also at the bottom of the list are Charter Communications, Coventry Health Care, Time Warner Cable (for both its TV service and Internet service businesses), Consolidated Edison of NY, Cox Communications, and Spirit Airlines.

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

2015TTR_TopBottom

Only 6% of firms earned “excellent” ratings (above 70%) and 28% earned “good” ratings (60% to 70%). At the other end of the spectrum, 9% of firms earned “very poor” ratings (below 40%) and 22% earned “poor” ratings (40% to 50%).

With average 2015 Temkin Trust Ratings of 67%, supermarket chains earned the highest level of trust. Three other industries earned “good” trust ratings: insurance carriers, retailers, and parcel delivery services. TV service providers (32%) and Internet service providers (34%) earned average scores in the “very poor” range, while wireless carriers, health plans, and utilities earned average scores in the “poor” range. Read more of this post

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