Temkin Group Free Resources

We hope that you find the Customer Experience Matters blog a very valuable resource for your CX efforts. And while we do periodically showcase Temkin Group research reports that are for sale, a very large portion of our content is actually available for free!

If you like the blog’s content, then I highly recommend that you subscribe to our CX Matters Monthly Journal so you can keep up-to-date on all our content. In any case, we hope that you enjoy some of these free resources.

Resource Pages

We’ve created collections of content that are connected to a specific topic or application:

• CX for Smarties, A Beginner’s Guide to Customer Experience: This is a great starting point for anyone who is new to CX or who wants to get a solid grounding in the basics.
• Executive’s Guide to Customer Experience: Senior leaders will find information about how to think about and drive enterprise-wide change.
• Voice of Customer (and NPS) Program Resources: Learn what it takes to build a world-class voice of the customer program and how to succeed with Net Promoter Score (NPS)—if you’re using it as a metric.
• Employee Engagement Resources. One of our 6 laws of customer experience (see our eBooks below) is that unengaged employees can’t create engaged customers. Great customer experience requires great employee engagement, so we’ve assembled some of our most important content on this topic.
• B2B Customer Experience Resources: Customer experience is not only for business-to-consumer (B2C) businesses. See some of our work also specifically focuses on business-to-business (B2B) experiences.
• Temkin Group’s Industry-Specific CX Research: We do a lot of research that contains data on specific industries and companies. While many of these reports are for sale, we provide the highlights for free.
• CX Data Snippets For Presentations: If you’re giving a presentation and could use some solid data to help make your point, then help yourself to one of the data figures we’ve assembled on this page.

eBooks

To assemble eBooks, we compile content from across multiple, related sources.

• Free eBook: 25 Tips For Tapping Into Customer Emotions
• eBook: 15 Tips for Engaging Employees
• eBook: 25 Tips for Amplifying Empathy
• Free eBook: People-Centric Experience Design
• 50 CX Tips: eBook and Infographic
• eBook: 10 CX Mistakes to Avoid
• Free eBook: The 6 Laws Of Customer Experience

Videos

We create informative and entertaining videos around key topics.

• CX Competency: Compelling Brand Values (Video)
• CX Competency: Purposeful Leadership (Video)
• Start Talking About Emotions (Video)
• Quick Take: The Power of Customer Journey Thinking (Video)
• Quick Take: Start Talking About Emotion (Video)
• Quick Take: We Need More Qualitative Research (Video)
• Quick Take: Customer Experience: Success, Effort, and Emotion (Video)
• Quick Take: Make More Human Emotional Connections (Video)
• Customer-Centric Culture Change (Video)
• Emotion: The Missing Link in Customer Experience (Video)

See all of our videos.

Infographics

We sometimes like to showcase our research in a more visual form.

• State of Voice of the Customer (Infographic)
• The Rise of Mobile CX (Infographic)
• Guide to Organizational Culture Change (Infographic)
• The Ultimate Customer Experience Infographic, 2016
• Employee Engagement Primer (Infographic)
• CX Metrics: Immature, But Improving (Infographic)
• Customer Experience: The Path From Fluff to Tough (Infographic)
• 15 Customer Experience Factoids From 2015 (Infographic)
• ROI of Customer Experience (Infographic)
• Customer Experience Needs More Emotion (Infographic)

See all of our infographics.

How Can Temkin Group Help?

If you’re looking for more than just great insights and advice from the blog, here are some ways that Temkin Group may be able to help.