Temkin Group News & Articles

Customer experience management (CXM) in large companies has come a long ways, but there’s still a long road ahead. That’s essentially the takeaway from a new report by the Temkin Group. 

The way social media sites are being accessed and by whom is changing, according to a report from the Temkin Group.

B2B companies looking to create and sustain superior customer experience need to master four competencies -- purposeful leadership, compelling brand values, employee engagement and customer connectedness. A new insight report from Temkin Group, “Best Practices in B2B Customer Experience,” reviews these competencies as well as the rising importance of customer experience in the B2B marketplace.

What are the top companies for customer experience? A new study from the Temkin Group selected two grocery chains -- Trader Joe’s and Publix -- from 246 companies across 19 industries, but the report inadvertently raises questions about whether this kind of comparison is apples-to-apples. 

Employee engagement has risen in the past year, according to data from the Temkin Group, covering more than 2,400 US workers at for-profit companies. The Index found a  number of traits that engaged employees share and Temkin Group also offers suggestions to companies seeking to improve their own employee engagement.

Providing a consistently strong customer experience is key to building lasting customer loyalty. A new report from Temkin Group, suggests that to provide the type of customer experience which builds long-term customer loyalty, companies must develop these four core competencies.

We first met Bruce Temkin at Oracle OpenWorld 2012 where he talked about understanding the customer and how to easily avoid some common customer experience mistakes. Today, we'd like to share Temkin's impressive study on the return on investment of customer experience.