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 info@temkingroup.com 617-‐916-‐2075 www.temkingroup.com

Overview of this report 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 ay 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 Maêrs (experiencemaêrs.wordpress.com) Source: Temkin Group May 2010 Customer Experience Survey Page 2 Copyright © 2010 Temkin Group. All rights reserved. www.temkingroup.com

Companies don’t DELIGHT customers; especially online How o%en does your company DELIGHT customers in these interac:ons? Researching a product Purchasing or applying for a product GeFng customer service help Source: Temkin Group May 2010 Customer Experience Survey Page 8 Copyright © 2010 Temkin Group. All rights reserved. www.temkingroup.com

There’s a lot of centralized customer experience acQviQes underway Source: Temkin Group May 2010 Customer Experience Survey Page 9 Copyright © 2010 Temkin Group. All rights reserved. www.temkingroup.com

More than 6 out of 10 have a customer experience execuQve in place Source: Temkin Group May 2010 Customer Experience Survey Page 11 Copyright © 2010 Temkin Group. All rights reserved. www.temkingroup.com

Half of companies have a VoC program; and 80% of those see posiQve value Source: Temkin Group May 2010 Customer Experience Survey Page 12 Copyright © 2010 Temkin Group. All rights reserved. www.temkingroup.com

Companies with VoC eﬀorts have a lot of acQviQes underway (cont.) Source: Temkin Group May 2010 Customer Experience Survey Page 14 Copyright © 2010 Temkin Group. All rights reserved. www.temkingroup.com

43% of companies use NPS; and two-‐ thirds of those see posiQve value Source: Temkin Group May 2010 Customer Experience Survey Page 15 Copyright © 2010 Temkin Group. All rights reserved. www.temkingroup.com

CompeQng prioriQes and the lack of a clear strategy inhibit customer experience Source: Temkin Group May 2010 Customer Experience Survey Page 16 Copyright © 2010 Temkin Group. All rights reserved. www.temkingroup.com

About the author, Bruce Temkin 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. Source: Temkin Group May 2010 Customer Experience Survey Page 17 Copyright © 2010 Temkin Group. All rights reserved. www.temkingroup.com

About the Temkin Group 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. Source: Temkin Group May 2010 Customer Experience Survey Page 18 Copyright © 2010 Temkin Group. All rights reserved. www.temkingroup.com

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Temkin Group, May 2010 Customer Experience Survey

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