Temkin Group News & Analysis
| Wednesday Dec 4, 2013
Customers expect more from companies than ever before, and that means tried and tested customer experience management tools like the Net Promoter Score need to be amended if not thrown away entirely.
Net Promoter Scores are a simple way to assess customer loyalty. But the technology world is becoming more complex, and so are options for gaining customer insight.
The NPS isn't perfect, but many argue that it still has value. In fact, a recent 2013 NPS benchmark report from the Temkin Group is now in its second year, so it's not as if the NPS is going out of fashion.
| Thursday Aug 1, 2013
How do the large IT providers stack up in the experience they provide their customers? A new report from the Temkin Group details its findings -- and puts VMware, SAP analytics and Microsoft at the top.
| Tuesday May 14, 2013
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.
| Thursday Apr 25, 2013
The way social media sites are being accessed and by whom is changing, according to a report from the Temkin Group.
| Friday Apr 5, 2013
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.
| Thursday Feb 28, 2013
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.
| Monday Feb 4, 2013
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.
| Wednesday Jan 23, 2013
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.
| Tuesday Nov 13, 2012
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.