temkin group, may 2010 customer experience survey

Temkin Group Insight Report

May 2010 Customer Experience Survey Summary Of Overall Responses

By Bruce Temkin Customer Experience Transformist & Managing Partner Temkin Group

May 2010

Temkin Group [email protected] 617-‐916-‐2075 www.temkingroup.com

Source: Temkin Group May 2010 Customer Experience Survey Copyright © 2010 Temkin Group. All rights reserved.

www.temkingroup.com Page

Overview of this report

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This report was compiled from a survey that was conducted by the Temkin Group during May 2010. The purpose of the research was to idenQfy the “current state” of customer experience within companies.

The results of this research highlight that companies have a strong desire to improve their customer experience. Respondents also recognize that they have a long way to go. But there’s a lot of acQvity underway, which bodes well for future improvements.

Please keep the following in mind as you read this report:

•  These results are based on the “unscrubbed” data from more than 400 respondents. The respondents came from a wide variety of companies; in terms of size, locaQon, and industries. So the results may not be indicaQve of any individual segment.

•  In future Insight Reports, Temkin Group will “cleanse” the data and analyze Qghter segments. Look for insights from an analysis of the 150+ large North American firms in the survey in upcoming posts in the blog, Customer Experience Ma^ers (experiencema^ers.wordpress.com)



Demographics of respondents

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Demographics (conQnued)

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Demographics (conQnued)

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Many respondents lead their company’s customer experience efforts

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There’s significant ambiQon to lead in customer experience

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Companies don’t DELIGHT customers; especially online

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Purchasing or applying for a product

Researching a product

GeFng customer service help

How o%en does your company DELIGHT customers in these interac:ons?



There’s a lot of centralized customer experience acQviQes underway

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Customer experience groups are ofen leading the effort

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More than 6 out of 10 have a customer experience execuQve in place

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Half of companies have a VoC program; and 80% of those see posiQve value

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Companies with VoC efforts have a lot of acQviQes underway

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Companies with VoC efforts have a lot of acQviQes underway (cont.)

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43% of companies use NPS; and two-‐thirds of those see posiQve value

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CompeQng prioriQes and the lack of a clear strategy inhibit customer experience

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About the author, Bruce Temkin

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Bruce Temkin, Customer Experience Transformist & Managing Partner of Temkin Group, is widely viewed as a leading expert in how organizations build differentiation with customer experience. He has worked with hundreds of large organizations on the business strategies, operational processes, organizational structures, leadership, and culture required to create and sustain superior customer relationships.

Bruce is the author of the blog Customer Experience Matters (experiencematters.wordpress.com) which is one of the most popular blogs on customer experience. He regularly posts insights on topics such as customer experience, branding, and leadership.

During his 12 years with Forrester Research, Bruce led the company's business-to-business, financial services, and customer experience practices. As a Vice President & Principal Analyst, he was the most-read analyst in the company for 13 consecutive quarters and was one of the most highly demanded consultants and speakers in the industry. Bruce authored several Forrester’s most popular research reports on customer experience and created Forrester’s Customer Experience Index, which rates more than 100 firms on their overall customer experience.

Bruce has been widely quoted in the press, including such media outlets as New York Times, Los Angeles Times, and Business Week. An accomplished public speaker, Bruce has delivered keynote speeches at many company and industry events.

Bruce holds a master’s degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds an undergraduate degree in mechanical engineering from Union College.



About the Temkin Group

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Temkin Group is a customer experience consulting firm. We have one simple goal for our clients: increase customer loyalty by becoming more customer-centric.

Any company can improve portions of its customer experience. But it takes more than a few superficial changes to create lasting differentiation.

The Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their customer experience efforts. We work with our clients to build four critical competencies: Purposeful Leadership, Engaged Employees, Compelling Brand Values, and Customer-connectedness.

Temkin Group was founded based on four core beliefs:

1.  Customer experience drives loyalty. Our research and work with clients has shown that interactions with customers influences how much business they’ll do with you in the future and how often they recommend you to friends and colleagues.

2.  Improvement requires systemic change. Companies can improve customer interactions in isolated areas, but they can’t develop competitive advantage until customer experience is embedded in their operating fabric.

3.  It’s a journey, not a project. Building the capabilities to consistently delight customers doesn’t happen overnight. Companies need to plan for a multi-year corporate change initiative.

4.  We can help you make a difference. Transformation efforts aren’t easy, but leading your company to be more customer-centric is worth the effort. Temkin Group can help organizations accelerate their results and avoid many of the bumps along the way.

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