Your Guide to Customer Experience Transformation

November 2017
Customer Experience Metrics & VoC Programs
This past month we published some exciting new reports:
  • Five Steps For Building A Strong CX Metrics Program In this report, we provide a blueprint organizations can follow to create an actionable CX metrics program. It consists of five steps: 1) Determine a Core CX Metric, 2) Set Achievable Goals, 3) Identify Key Drivers, 4) Establish Key Driver Metrics, and 5) Make the Suite of Metrics Actionable. See the list of best practices below.
  • State of VoC Programs, 2017. For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. Only 14% of companies have reached the two highest levels of VoC maturity (out of six levels), while 46% remain in the bottom two levels. See more details below.
  • Temkin Loyalty Index, 2017This is the third year we've published this benchmark, which evaluates how loyal 10,000 U.S. consumers feel towards 329 companies across 20 industries. ACE Rent A Car and Advantage Rent-A-Car earned the highest loyalty ratings, while Time Warner Cable earned the lowest. See the list of leaders and laggards below.
Lately we've been receiving quite a lot of questions about Net Promoter® Score, so to answer key questions about if, when, and how to use NPS®, we shared a recorded version of a previous webinar, Net Promoter Score: Fact & Fiction.

If you're looking to build strong CX skills, register for our final workshop of the year,  Driving Customer Experience Transformation , which takes place in San Diego on December 5th & 6th. We also just announced our workshop schedule for the beginning of next year.

As we enter the final months of 2017, don't forget to include  Temkin Group services in your 2018 budget and plans. We can help advance your CX efforts in a number ways, including:
  • Speeches for kickoff meeting and planning offsites
  • Workshops for CX teams and executives
  • Reviews of your strategy & plans
  • Online training from CX Institute for your entire organization
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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.

Recent Posts on the Power of Purpose

We recently published a number of posts devoted to exploring how Purpose impacts customer experience. To see even more material covering this critical topic, visit our  Elevate Purpose page.

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:
Five Steps For Building A Strong CX Metrics Program

A robust CX metrics program allows an organization to systematically measure the quality of the experience it delivers to customers, making it crucial to the success of any company's CX efforts. In the report Five Steps For Building A Strong CX Metrics Program, we identify the following best practices across five steps.

State of VoC Programs, 2017

In the report State of VoC Programs, 2017, we surveyed close to 200 large companies and asked them to complete our VoC Competency and Maturity Assessment, which evaluates their capabilities across what we call the "Six Ds:" Detect, Disseminate, Diagnose, Discuss, Design, and Deploy. Here are the overall results.

Temkin Loyalty Index, 2017

To determine companies' Temkin Loyalty Index (TLi), we asked 10,000 U.S. consumers 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 highest and lowest rated companies:

November 9 Jen Rodstrom will speak on the Mattersight webinar:     The Future of Customer Surveys

November 14 : Temkin Group webinar Industry Spotlight: Banking

November 27 : Temkin Group webinar:   Building a Strong CX Metrics Program

November 29
Bruce Temkin will speak in Birmingham, UK CXPA's Customer Spark

December 5 & 6
: Temkin Group workshop in  San Diego Driving CX Transformation

February 27 : Temkin Group workshop in  London CX Leadership Bootcamp
Temkin Group Research Plans and Updates

We have quite a few exciting new reports underway, including State of CX Metrics, 2017 and Tech Vendor Temkin Experience 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 capabilitiesWe 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 .



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.