Your Guide to Customer Experience Transformation

December 2016
Loyalty Ratings, Online Customer Communities, and Happiness
 
 
As 2016 draws to a close, I would like to wish you and your family a happy holiday season and a wonderful new year. 

 The end of this year has been busy for us here at Temkin Group. Here's some of the research we've recently published:
  • Temkin Loyalty IndexFor the second straight year, we examined how loyal consumers feel towards 294 companies across 20 industries. Customers feel the most loyal towards Publix, USAA, and H-E-B and feel the least loyal towards Comcast, Motel 6, and Anthem. See the industry leaders and laggards below.
  • Capturing Insights from Online Customer Communities. We identified best practices for using online customer communities. As you can see below, these communities provide unique advantages for building next-generation voice of the customer programs.
  • Demographics of Happiness. We studied the happiness levels of 10,000 U.S. consumers and found that the happiest consumers are older, more educated, wealthier, married, and live in Oregon and Virginia. See the age and gender data below. 
  • Tech Vendor Client Success Ratings. For the second year in a row, we asked 800 IT decision-makers to rate the client success efforts of their tech vendors and used their feedback to create Temkin Group's Client Success Ratings (CSR). IBM software, Google, IBM SPSS, VMware, and HPE outsourcing have the highest CSR. At the other end of the spectrum, Trend Micro, Accenture outsourcing, Sun Microsystems, and Satyam have the lowest CSR.
In addition to all these reports, we also published a new infographic,  
 
How Can Temkin Group Help You in 2017?
We hope you've had a successful 2016 and that our content and insights have helped you along the way. As you plan for 2017, keep in mind that Temkin Group is  here to help in many ways, including:
  • Research and Advisory Subscriptions. We've introduced new individual subscriptions to go along with our enterprise-wide offering. Keep up to date with ongoing insights and advice.
  • Speeches and webinars. If you need a keynote speech for a customer event or a motivational speaker for your annual kick-off meeting, we can provide an informative and entertaining speech.
  • Training and workshops. Sign up for one of our open-enrollment workshops, or bring us in to deliver more customized training within your organization. As you can see below, we already have workshops scheduled in Miami, San Diego, Boston, Alexandria, VA, and London.
  • Assessments and recommendations. Start your year on the right track with advice on your 2017 priorities and plans.

Temkin Group is a leading CX research, advisory, and training firm. We help the world's largest brands accelerate their transformational journeys towards customer-centricity and build loyalty by engaging the hearts and minds of customers, employees, and partners.  Our team combines CX thought leadership with a deep understanding of the dynamics of organizations to accelerate results.
Gain Strong Skills At Temkin Group's  Hands-On Workshops 
In Case You Missed It...

Here is some of the research we discussed in recent journals:
  • The ROI of Customer ExperienceWe found that a moderate increase in CX generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues.
  • Net Promoter Benchmark Study. In our fifth annual Net Promoter® Score benchmark study, USAACadillac, and Apple earned the highest NPS® out of 315 companies across 20 industries.
  • State of VoC ProgramsWe found that only 16% of large companies are in the top two stages of VoC maturity.
  • Temkin Experience Ratings of Tech Vendors. We found that HPE outsourcingIBM SPSSGoogle and HP products earned the highest customer experience scores, while CapgeminiInfosys, and Accenture consulting earned the lowest.
  • 2016 Temkin Emotion Ratings. Publix, Chick-fil-A, Residence Inn, H-E-B, True Value, Kroger, Save-a-Lot, Wawa Food Market, QVC, and Amazon earned the highest emotion scores out of the 294 companies evaluated.
  • Translating Brand Promises into Employee Behaviors. This report provides best practices for making, embracing, and keeping brand promises.
  • Tech Vendor NPS Benchmark, 2016 (B2B). Of the 62 tech vendors we evaluated, IBM, HPE outsourcing, IBM SPSS, and VMware earned the highest NPS, while Cognizant, Capgemini, and Infosys received the lowest.
  • State of Employee Engagement Maturity. We used Temkin Group's Employee Engagement Competency & Maturity Assessment to gauge the maturity levels and engagement efforts of large companies.
  • Emotion-Infused Experience Design. This report explains how to design experiences that create stronger emotional connections with customers.
  • State of CX Management, 2016. For the seventh year in a row, we've benchmarked CX competencies and maturity levels of large organizations.

January 13: Temkin Group webinar: 

January 19
: Temkin Group webinar: 

January 24: Temkin Group webinar: 

March 21 & 22 : Temkin Group workshop  in Miami Engaging Employees In Your CX Journey

April 4 & 5 : Temkin Group workshop  in San Diego Mapping and Improving Your Customers' Journey

April 25 & 26: Temkin Group workshop in Alexandria, VA:  Driving Customer Experience Transformation
Temkin Loyalty Index

The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. consumers feel towards 294 companies across 20 industries. To determine a company's TLi, we asked respondents to rate how likely they are to exhibit five loyalty-related behaviors: repurchasing from the company, recommending the company to others, forgiving the company if it makes a mistake, trusting the company, and trying the company's new offerings. Here are the industry leaders and laggards:

Capturing Insights from Online Customer Communities

Our report about online customer communities identifies best practices companies can use to integrate insights from online communities into all elements of their voice of the customer programs. Because these communities signify an ongoing relationship between the company and participating customers, customer insights teams will find that these forums contain a treasure trove of insights. Here are some of the unique characteristics of online customer communities.
Demographics Of Happiness

To celebrate the U.S. Thanksgiving, I examined our consumer benchmark data on 10,000 U.S. consumers to uncover  the difference in happiness across demographic groups. The analysis considered age, gender, income, education, ethnicity, family situation, and state. Here's one of the charts from the post:

Temkin Group Research Plans and Updates

We have quite a few exciting new reports underway, including State of CX Metrics, Infusing Emotion into Digital Experience Design, Tech Vendor Product & Relationship Satisfaction, Lessons in CX Excellence, and Engaging a Tethered Workforce.



If you're interested in Temkin Group's research or services, then drop me a line at 
bruce@temkingroup.com , visit our website at  www.temkingroup.com , or give us a call at (617) 916-2075.

 

Sincerely,

Bruce Temkin, CCXP
Customer Experience Transformist & Managing Partner
Temkin Group 

 

Co-founder, Customer Experience Professionals Association 

 

 

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.