IDEAS – Here’s What We’re Thinking

INSIGHT REPORTS
KEY CONCEPTS
METHODOLOGIES

Insight Reports

Here are some recently published Temkin Group Insight Reports. Click here for a full list of Temkin Group reports:

• Profiling Customer Experience Leaders
• The Current State Of Customer Experience
• The Four Customer Experience Core Competencies
• Eight Customer Experience Megatrends
• May 2010 Customer Experience Survey

Back to Top

Key Concepts

Temkin Group continually researches best practices and publishes its findings on the blog, Customer Experience Matters. Here are some of the key ideas that we’ve written about.

6 Laws Of Customer Experience

Every customer experience executive should download this free eBook which describes six fundamental truths about how companies treat their customers:

1. Every interaction creates a personal reaction.
2. People are instinctively self-centered.
3. Customer familiarity breeds alignment.
4. Unengaged employees don’t create engaged customers.
5. Employees do what is measured, incented, and celebrated.
6. You can’t fake it.

Other important concepts:

• Eight Customer Experience Megatrends. Download this free Temkin Group Insight Report about trends that will reshape customer experience management over the next 3 to 5 years.
• My Manifesto: Great Customer Experience Is Free. Read our core beliefs about why customer experience needs to be more than just a channel-specific initiative.
• What The Heck Is Customer Experience? This includes our definition for customer experience: “The perception that customers have of their interactions with an organization“
• My Closing Thoughts On Net Promoter. Here’s a Q&A about the use of Net Promoter Scores (NPS) which has become a popular metric
• The 6 New Management Imperatives. This free eBook highlights key changes that executives need to make in how they run their organizations
• The 8 Signs Of Executive Commitment. This free eBook contains a self-test to gauge the level of commitment that our executive team has towards customer experience

Links to a few popular topics on the Customer Experience Matters blog:

• Voice of the customer (VoC) programs
• Customer-centric culture
• Customer service
• The ROI of customer experience

Back to Top

Methodologies

Temkin Group develops methodologies that help companies evaluate and improve their customer experience. Here are some of those methodologies:

• Customer Experience Competency Model. Temkin Group has identified four organizational capabilities that are required to create and sustain industry-leading customer experience:
  • Purposeful leadership. The executive team needs to act consistently with a clear, widely communicated set of values.
  • Compelling brand values. The company needs to translate its brand attributes into requirements for every customer interaction.
  • Employee engagement.Employees need to be committed to the goals and values of the company.
  • Customer connectedness. Customer insight and feedback needs to be deeply engrained in all processes and decisions.
• SLICE-B Experience Evaluation Methodology. Temkin Group has created an expert review methodology that can be used to evaluate experience within and across any channels. It consistes of 12 criteria across these areas of an interaction:
  • Start
  • Locate
  • Interact
  • Complete
  • End
  • Brand Coherence

Back to Top