Your Monthly Guide to Customer Experience Transformation
June was, once again, a busy month here at Temkin Group. In addition to our normal work activities, we had to say goodbye to a member of our team, Julia Jaffe, who is leaving for graduate school at Cornell University. But we also welcomed a new team member,  Maggie Mead , who joined us as a Research Associate after recently graduating from Wellesley College.

In the midst of these goodbyes and hellos, we also published some new research:

  • The Customer Journeys That Matter The Most. In this report, we examine a variety of journeys that customers take with companies across 19 industries, and we identify which of these journeys are most broken and which drive the most loyalty. See highlights below.
  • 2018 Temkin Effort Ratings. In our eighth annual Effort Ratings, Wegmans earned the highest score and Spirit Airlines earned the lowest out of the 318 companies we evaluated across 20 industries. See a list of the leaders and laggards below.
  • Temkin Customer Success Index (TCSi). TCSi is a measurement system we introduced to help assess how well organizations are treating their B2B clients. The TCSI examines five critical customer promises. See the measurement below.

We also published two new videos and an infographic:
And if you’re looking to sharpen your CX skills, join us at one of our   open enrollment workshops!
> July 25 & 26 in Boston: Mastering CX Fundamentals ( née Driving CX Transformation)
> September 25 & 26 in San Diego: Customer Journey Mapping
> November 7 & 8 in Boston: Mastering CX Fundamentals ( née Driving CX Transformation)
> December 11 & 12 in Miami: Customer Journey Mapping

We offer free tuition through our Non Profit Scholarship Program.
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.

Complete our  FREE online CX Assessment  to gauge your organization's CX maturity level, see how you rate in each of the  Four CX Core Competencies , and receive specific recommendations based on your results.
The Customer Journeys That Matter Most

We asked 10,000 U.S. consumers about their recent journeys with 318 companies across 19 industries and used their answers to identify which customer journeys are most in need of improvement and which journeys correlate most strongly with loyalty. In addition to analyzing journeys by industry, we also looked at how customer responses vary across age groups.

As you can see in the chart, journeys that touch customer service are most frequently cited as needing improvement and also have the most significant impact on customer loyalty.

2018 Temkin Effort Ratings

Effort is one of the  three components of a customer’s experience  (along with success and emotion ), so it’s a fundamental element for companies to track In January 2018, we surveyed 10,000 U.S. consumers about their experiences with companies, and we used that feedback to calculate the   Temkin Effort Ratings  for 318 companies across 20 industries.

As you can see in the chart,  Wegmans  earned the top spot with a score of 90%, followed closely by  Subway CitizensBank Ace Hardware , and  Wawa Food Markets  with 89%.  Spirit Airlines  received the lowest ratings (43%), just slightly behind  Medicaid  (45%) and  CarMax  (46%).
Temkin Customer Success Index (TCSi)

Over the last few years, B2B organizations have started to realize that customers aren’t just buying their products; they’re making purchases with the expectation that they will achieve some value from the provider’s products and services. So to help them deliver this expected value, many B2B companies have recently created customer success organizations that are tasked with ensuring client happiness.

To help companies evaluate these efforts, we’ve created the  Temkin Customer Success Index  (TCSi), which measures how effectively an organization delivers value above and beyond its products and services.

The TCSi is based on asking business clients how well their providers live up to each of the five customer promises, with answers on a seven-point scale (as you can see in the chart).
July 10 : Temkin Group webinar : Propelling Experience Design Across An Organization
July 16 : Bruce Temkin will lead a session in Minneapolis (CXPA event): Humanizing Customer Experience
July 18: Temkin Group webinarMaking AI Customer-Centric
July 25 & 26 : Temkin Group workshop in Boston : Mastering CX Fundmentals
July 26 : Bruce Temkin will participate in a Solvvy webinar :  Applying The Art of Human Conversations to Digital Interactions
August 7 :  Bruce Temkin will lead a session in Denver (CXPA event):  Humanizing Customer Experience
August 16 :  Bruce Temkin will lead a session in Nashville (CXPA event):  Humanizing Customer Experience
September 25 & 26 : Temkin Group workshop in in San Diego : Mapping and Improving Your Customer's Journey
November 7 & 8 : Temkin Group workshop in in Boston : Mastering CX Fundamentals
December 11 & 12: Temkin Group workshop in in Miami : Mapping and improving Your Customers' Journey
Best Practices Reports
Benchmarking Data
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Strategy Review & Acceleration Program
Whether you're just starting out or are looking to advance from good to great, our  Strategy Review & Acceleration Program can help. We'll assess your current situation and provide advice on how best to move forward. We can accelerate many activities, including overall CX plans, VoC programs, Net Promoter Score programs, metrics, employee engagement, leadership engagement, and customer-centric culture.
Temkin Group Overview & Research Plans
We have quite a few exciting new reports underway, including  Federating VoC Programs , Social Media Usage Benchmark , Humanizing Contact Center Interactions , Temkin Emotion Ratings, State of Employee Engagement Maturity , and ROI of CX.