Your Guide to Customer Experience Transformation

June 2017
Customer Journeys, Feedback, and Employee Engagement
 
 
In case you missed our recent announcement, we launched the CX Institute  last month. The CX Institute helps organizations drive widespread CX transformation through a series of online Learning Journeys, which will equip all types of employees with the knowledge, skills, and mindset necessary to better serve customers.   Read below for more information.
We also recently published a few reports:
  • The Shift To Customer Journey Insights. This report shows firms how they can gain a more complete picture of a customer's experience by shifting their insights efforts from concentrating narrowly on single transactions to focusing broadly on customers' journeys. See more details below.
  • What Happens After a Good or Bad Experience, 2017This is our annual analysis of which companies deliver bad experiences most frequently and which deliver bad experiences least frequently. We also looked at how consumers respond after good or bad experiences. Unsurprisingly, Internet service providers and TV service providers most frequently deliver bad experiences. See more details below.
  • Employee Engagement Competency & Maturity, 2017. To understand how companies are engaging their employees, we surveyed 169 large companies and compared their responses with similar studies we've conducted in previous years. While only 23% of companies are in the top two stages of employee engagement maturity, this is still an increase from last year. See more details below.
Last month we updat ed the report, Four CX Core Competencies  ( it's free!). Given the importance of this content, we produced whiteboard videos for each of the competencies. These videos are great to share with other people as they make it easy for almost any audience to understand the critical ingredients of a customer-centric culture.


If you're looking to build strong CX skills, think about registering for one of our upcoming in-person workshops. The June workshop in Boston is sold out, but we still have room in other workshops. And don't miss our upcoming intensive one-day bootcamps taking place outside of the U.S.:
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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 CX Skills in Upcoming Training
The CX Institute: Training For All Employees

The CX Institute is an online training platform that provides a wide range of employees across an organization with the knowledge, skills, and mindset required to help their company become more customer-centric. The CX Institute addresses a key problem that many organizations face -- namely how do we get employees across our company engaged with our CX transformation efforts?

CX Institute has two initial types of offerings:
We plan to be in beta through August, during which time we are offering significant discounts for corporate users. Contact us at info@cxinstitute.com if you are interested in more information.
In Case You Missed It...

Here are some recent research reports:
June 8: Aimee Lucas will speak in Chicago:  Employee Engagement Conference and Awards
 
June 14 & 15: Temkin Group workshop in Boston:  Mapping and Improving Your Customers' Journey

June 19 & 20: Bruce Temkin will speak in Melbourne, AUS: Customer Experience Tech Fest

June 21: Temkin Group workshop in Melbourne, AUS:  Customer Experience Leadership One-Day Bootcamp

The Shift To Customer Journey Insights

Customer insights are critical to customer experience programs. However, current insights' efforts tend to focus on individual interactions rather than on a customer's entire journey, and as a result, they often fail to provide a complete picture of a customer's experience with the company.  In this report, we provide best practices focused around five strategies for shifting towards customer journey insights:
  1. Internal Journey Alignment. Shift the company's mindset away from siloed interaction success to customer goal facilitation.
  2. Journey Data Farming. Tap into adjacent data sources and make linkages across channels.
  3. Journey Performance Tracking. Overhaul metrics to measure performance across customer journeys.
  4. Journey Visualization. Create mechanisms for communicating insights in a way that reinforces the centrality of customer journeys.
  5. Journey Prioritization. Focus on the journeys, customer segments, and channels that are strategic business priorities.

What Happens After a Good or Bad Experience, 2017

To understand how good and bad experiences affect customer behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. Here are some highlights from the report:
  • Of the companies we evaluated, 21st Century, Spirit Airlines, and HSBC deliver bad experiences most frequently.
  • We calculated a Revenues at Risk Index for all 20 industries. Rental car agencies stand to lose the most revenue (6.7%) from delivering bad experiences, while retailers stand to lose the least (1%).
  • After customers have a very bad or very good experience with a company, they are more likely to give feedback directly to the company than they are to post about it on Facebook, Twitter, or third party rating sites. Customers are also more likely to share positive feedback through online surveys and share negative feedback through emails.
  • Compared to previous years, customers are more likely to share feedback over Facebook and Twitter, and these channels are most popular with consumers who are between 25- and 44-years-old.
Employee Engagement Competency & Maturity, 2017

Temkin Group Research Plans and Updates

We have quite a few exciting new reports underway, including  Onboarding Culture in New Employees, How CX Teams Engage Senior Executives, and Temkin Trust Ratings.

  • Research & Advisory subscriptions. Get access to leading-edge best practices, assessments, and benchmark data, in addition to ongoing advice from our CX Transformists, to help keep your efforts on track.
  • CX training and workshops. We deliver leading-edge CX practices through in-house workshops, open-enrollment workshops, and customized training programs.
  • Assessments of CX plans and capabilities. We identify gaps and opportunities in your CX plans and competencies.
  • Informative and compelling speeches. We will inform and inspire your internal or client audiences.
  • CX Institute training. Use our online training to instill a customer-centric mindset in employees across your organization.


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 and Chair Emeritus, 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.