Your Guide to Customer Experience Transformation

July 2017
Activating Executive Commitment, NPS Economics, Trust, and Forgiveness
For many people, summertime is an occasion for vacation and rest, but here at Temkin Group, we've had an extremely busy season. Over the last few weeks, we've led sessions   in Melbourne, Sydney, London, Toronto, Chicago, Boston, and Phoenix. We haven't minded all the activity though -- it's been amazing to see how CX professionals around the world share the same passion for making their organizations more customer-centric.
Despite our international agenda, we still found time to publish some exciting research. One of our new reports, 
Activating Executive Commitment to CX
tackles a common obstacle to CX success, namely that while most CX efforts would benefit from increased senior executive support, many CX teams don't proactively cultivate this support. In this report, we introduce six levers that CX leaders can use to secure and strengthen senior executive commitment (see more below). 
And for those of you who are interested in Net Promoter┬« Score, you will probably enjoy our new report,
  The Economics of Net Promoter, 2017 . In this report, we identify the difference in loyalty between promoters and detractors across 20 industries (see more below).

Temkin Ratings
We also recently published several 2017 Temkin Ratings:
  • Temkin Trust Ratings, U.S. The companies at the top of the ratings are H-E-B, Mercedes-Benz, USAA, and Navy Federal Credit Union. At the bottom are Time Warner Cable, Comcast, and Cox Communications.
  • Temkin Customer Service Ratings, U.S. The companies at the top of the ratings are USAA, Mercedes-Benz, and Publix. At the bottom are Time Warner Cable, Comcast, Cablevision, and Cox Communications.
  • Temkin Forgiveness Ratings, UK. The companies at the top of the ratings are Sony, Aldi, and Nationwide. At the bottom are Audi, Bank of Scotland, and Airbnb.
  • Temkin Trust Ratings, UK. The companies at the top of the ratings are Nationwide, John Lewis, and M&S Food. At the bottom are Audi, Bank of Scotland, and BMW.
Earlier this year we updat ed the foundational report, The Four CX Core Competencies  ( everyone should read it, and it's free!). To help people understand this critical content, we published the highlights in a new infographic.

If you're looking to build strong CX skills, think about registering for one of our upcoming in-person workshops.The next workshop is scheduled for August 16th & 17th in Boston: Driving Customer Experience Transformation.
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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 equips employees with the knowledge, skills, and mindset required to help their company become more customer-centric. This training is designed to be accessible to a wide range of employees across the entire organization.

Contact for more information.
In Case You Missed It...

Here are some recent research reports:
Activating Executive Commitment to CX

If CX transformation efforts are to be successful, senior executives must set the direction, lead communication efforts, model desired behaviors, align resources, and hold the rest of the organization accountable. However, CX leaders and their teams often struggle to secure the commitment necessary from senior executives to ensure that these change efforts do succeed. 

In Activating Executive Commitment to CX, we describe six levers CX leaders can use to strengthen senior executive commitment:  Create Vision Clarity, Share Compelling Opportunities, Amplify Emotional Empathy, Feed Intrinsic Motivations, Enable First Steps, and Fuel Ongoing Confidence.

The Economics of Net Promoter Score

Net Promoter Score (NPS) is a popular metric that companies use to analyze their customer experience efforts. But how does this metric actually relate to loyalty? We asked thousands of consumers to give an NPS to 331 companies across 20 industries, and we then looked at how this score correlated with four key loyalty behaviors. The report, Economics of Net Promoter Score, 2017, closely examines the relationship between NPS and loyalty for 20 different industries. Here's an overview of that relationship across all the industries:

Temkin Group Research Plans and Updates

We have quite a few exciting new reports underway, including  Onboarding Culture in New Employees,   VoC Trends and Best Practices, Temkin Effort Ratings, and Temkin Emotion 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 , visit our website at , or give us a call at (617) 916-2075.



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.