Recent Research Reports
- The State of CX Management, 2012
May 2012 - Data Snapshot: Communications and Media Benchmark
April 2012 - The ROI of Customer Experience
March 2012 - 2012 Temkin Loyalty Ratings
March 2012 - Data Snapshot: Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients
March 2012 - Data Snapshot: Customer Experience Expectations and Plans For 2012
February 2012
Did You Know?
- Help Temkin Group celebrate its 2nd anniversary by voting for a charity to receive a donation.
- CX correlates to loyalty and CX leaders have 19% more customers likely to recommend them
- Sam's Club and Publix lead 206 companies in the 2012 Temkin Experience Ratings based on analysis of 10,000 U.S. consumers
- Six Laws of Customer Experience explains why companies treat customers the way they do
- Analysis of 2,000+ U.S. employees shows that employee engagement is correlated to CX and productivity
- There are four CX competencies: Compelling Brand Values, Purposeful Leadership, Employee Engagement and Customer Connectedness
Is Your Customer Experience Where
It Needs To Be?
Our research shows that customer experience correlates to loyalty. If your customer experience falls behind, then customers will switch to your competitors.
Making matters worse, you'll have more people telling negative stories about your company. In this age of social media, word of mouth can be a big opportunity as well as a critical problem.
We Can Help
We've helped dozens of executives accelerate their CX efforts and avoid many of the pitfalls along the way.
Leverage our experience to:
- Assess your CX efforts
- Align your management team
- Infuse the voice of the customer
- Build a customer-centric culture
CX journeys can seem overwhelming, but you don't have to do it alone. Contact us at (617) 916-2075 or info@temkingroup.com
