Most Active Articles 2013-05-23T08:29:39.488-04:00 Business Exchange Business_Exchange@businessweek.com urn:com:businessweek:bx:topic:most-active:voice-of-the-customer Sid Banerjee sbanerjee607 urn:com:businessweek:bx:article:17992396075586688369-2b8ba6bdfaf139f940b4ff28889a487d 2012-12-06T05:57:15.337-05:00

If you are experiencing a social media crisis with your business, it can either devastate you or you can turn it around and deal with it in a way that doesn’t ruin all of the effort made so far.

If you are experiencing a social media crisis with your business, it can either devastate you or you can turn it around and deal with it in a way that doesn’t ruin all of the effort made so far. http://www.compukol.com/blog/making-the-most-out-of-a-social-media-crisis/ Michael Cohn mcohn283 0 0 0 0 urn:com:businessweek:bx:article:13624009940457391808-ebb48aa64b1da6d5ace5e312104de821 2013-05-21T11:57:47.277-04:00

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin)

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin) http://experiencematters.wordpress.com/2013/05/21/report-the-economics-of-net-promoter/ Bruce Temkin btemkin340 0 0 0 0 urn:com:businessweek:bx:article:5432768313019230331-3bf834707c59c88f7d8064fce1178ca8 2012-12-31T16:14:19.887-05:00

As we prepare to welcome in 2013, I took a look back at 2012. It’s been a fun year for Temkin Group research. We uncovered a wide array of customer experience trends, best practices, and benchmarks in 2012 within these research reports: What Happens After A Good or Bad Experience? The State of CX Metrics,…

As we prepare to welcome in 2013, I took a look back at 2012. It’s been a fun year for Temkin Group research. We uncovered a wide array of customer experience trends, best practices, and benchmarks in 2012 within these research reports: What Happens After A Good or Bad Experience? The State of CX Metrics,… http://experiencematters.wordpress.com/2012/12/31/looking-back-at-temkin-groups-2012-research/ Bruce Temkin btemkin340 2 2 0 0 urn:com:businessweek:bx:article:14763081314874633792-4d80c39d1f1192241f36e2ba0c315d0f 2012-12-26T12:59:01.682-05:00

As you’ve probably noticed, our research is full of rich data from companies and consumers. So I looked through my posts from this year and extracted a number of datapoints that you might find interesting… Value/ROI of Customer Experience: Consumers are almost 7x more likely to follow advice from a health plan after having satisfactory…

As you’ve probably noticed, our research is full of rich data from companies and consumers. So I looked through my posts from this year and extracted a number of datapoints that you might find interesting… Value/ROI of Customer Experience: Consumers are almost 7x more likely to follow advice from a health plan after having satisfactory… http://experiencematters.wordpress.com/2012/12/26/interesting-cx-data-tidbits-from-2012/ Bruce Temkin btemkin340 1 1 0 0 urn:com:businessweek:bx:article:15373950500309612723-f7e5c2f9581aea9e66c2973494e0c862 2012-10-16T21:05:05.421-04:00

Having recently moved from client side to Consultancy, I found lots of little surprises when switching places. I thought it would be fun to expose some of the myths I had about consultants when I was a client and give you some insight and tips for getting the best out of your consultancy.

Having recently moved from client side to Consultancy, I found lots of little surprises when switching places. I thought it would be fun to expose some of the myths I had about consultants when I was a client and give you some insight and tips for getting the best out of your consultancy. http://www.innovationexcellence.com/blog/2012/10/12/from-client-to-consultancy-four-myths-dispelled/ Dru Sturgess dsturgess259 2 2 0 0 urn:com:businessweek:bx:article:10131758103010591633-c5b0b21807e7fa411430f7f302eeafb1 2012-08-19T14:30:58.722-04:00

Surprising new consumer research results show Creed Perfume'€™s Spring Flowers has a significant gap in generating an emotional connection through its packaging. The research was conducted by Buyology Inc, which quantitatively measures the deeper emotional connections to brands and packaging.

Surprising new consumer research results show Creed Perfume'€™s Spring Flowers has a significant gap in generating an emotional connection through its packaging. The research was conducted by Buyology Inc, which quantitatively measures the deeper emotional connections to brands and packaging. http://www.innovationexcellence.com/blog/2012/08/19/creed-perfumes-desire-problem/ Dru Sturgess dsturgess259 1 1 0 0 urn:com:businessweek:bx:article:13937356400086147028-8570841ea5206b16d51ee81d3bbe74d2 2012-10-05T13:08:56.150-04:00

“You want me to fire some customers and give up hard-earned revenue! What kind of advice is that?” A company should ‘fire’ individual customers when customers...

“You want me to fire some customers and give up hard-earned revenue! What kind of advice is that?” A company should ‘fire’ individual customers when customers... http://www.innovationexcellence.com/blog/2012/10/03/an-innovative-look-at-your-customers-fire-some/ Dru Sturgess dsturgess259 2 2 0 0 urn:com:businessweek:bx:article:1416485886465421549-221707a47a2feaa0ced4e370e0b174b7 2012-06-06T11:29:52.917-04:00

The report can be downloaded for $195 We just published a Temkin Group data snapshot, How Consumers Give Feedback, 2012. Many companies rely in part on “word of mouth” to help publicize their brands and their offerings. This Data Snapshot explores forms of “word of mouth.” Using an online survey, we gathered responses from 10,000…

The report can be downloaded for $195 We just published a Temkin Group data snapshot, How Consumers Give Feedback, 2012. Many companies rely in part on “word of mouth” to help publicize their brands and their offerings. This Data Snapshot explores forms of “word of mouth.” Using an online survey, we gathered responses from 10,000… http://experiencematters.wordpress.com/2012/06/06/data-snapshot-how-consumers-give-feedback-2012/ Bruce Temkin btemkin340 7 7 0 0 urn:com:businessweek:bx:article:15192060931697420114-b1a85eacf9de84827dfbf972ff4d4417 2013-02-03T22:38:58.407-05:00

http://www.scm-operations.com/2013/02/kano-model-how-to-guide.html Ben Benjabutr bbenjabutr248 31 31 0 0 urn:com:businessweek:bx:article:9762051731898199955-44e38652c80cd70e6f3e7f8f22b7aea9 2012-09-05T09:08:33.132-04:00

I decided to tap into the energy surrounding the U.S. presidential election by doing a Net Promoter Score (NPS) analysis. In Temkin Group’s latest U.S. benchmark survey that we fielded in August, we asked a number of questions about the candidates and blended that data with our rich demographic and attitudinal data. In this first post of the…

I decided to tap into the energy surrounding the U.S. presidential election by doing a Net Promoter Score (NPS) analysis. In Temkin Group’s latest U.S. benchmark survey that we fielded in August, we asked a number of questions about the candidates and blended that data with our rich demographic and attitudinal data. In this first post of the… http://experiencematters.wordpress.com/2012/09/05/obama-has-more-promoters-than-romney/ Bruce Temkin btemkin340 9 9 0 0 urn:com:businessweek:bx:article:10603664896538653615-5347cf996fdf7a0bcc778a6c3c4955d1 2012-07-27T07:47:42.094-04:00

http://experiencematters.wordpress.com/2012/07/26/healthy-wealthy-happy/ Bruce Temkin btemkin340 3 3 0 0 urn:com:businessweek:bx:article:6684274119217754782-43626bc97b814c4d0449a82653cc9854 2012-07-27T07:48:26.234-04:00

http://experiencematters.wordpress.com/2012/07/27/cx-reading-list-for-executives/ Bruce Temkin btemkin340 5 5 0 0 urn:com:businessweek:bx:article:319642915497232891-ca98b3970a89426e052c847cb92935fa 2012-08-14T11:04:36.631-04:00

So what are people talking about Airline Brands? Complaining or sharing experiences? Simplify360 research team can taken a deep dive into social buzz around Airline Industry to find out?

So what are people talking about Airline Brands? Complaining or sharing experiences? Simplify360 research team can taken a deep dive into social buzz around Airline Industry to find out? http://www.innovationexcellence.com/blog/2012/08/07/17-of-social-conversation-on-airlines-is-negative/ Dru Sturgess dsturgess259 2 2 0 0 urn:com:businessweek:bx:article:14301755996310801558-5f6c335d2b48c9b0a56bab1fcda1c24c 2013-01-22T09:42:44.481-05:00

Research shows that customer experience is highly correlated with loyalty. While any company can improve portions of its customer experience, it takes more than a few superficial changes to create lasting differentiation. Organizations that want to become customer experience leaders need to master four customer experience competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. To gauge your progress, actively use Temkin Group’s Customer Experience Competency and Maturity Assessment. This assessment will identify areas of strength and weakness in your CX efforts as well as identify your progress along six stages of CX maturity: Ignore Explore, Mobilize, Operationalize, Align, and Embed.

Research shows that customer experience is highly correlated with loyalty. While any company can improve portions of its customer experience, it takes more than a few superficial changes to create lasting differentiation. Organizations that want to become customer experience leaders need to master four customer experience competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. To gauge your progress, actively use Temkin Group’s Customer Experience Competency and Maturity Assessment. This assessment will identify areas of strength and weakness in your CX efforts as well as identify your progress along six stages of CX maturity: Ignore Explore, Mobilize, Operationalize, Align, and Embed. http://experiencematters.wordpress.com/2013/01/22/report-the-four-customer-experience-core-competencies/ Bruce Temkin btemkin340 32 32 0 0 urn:com:businessweek:bx:article:7852000465794849886-e5965f9542557d9cdfde08cd57e07004 2012-07-11T13:34:15.189-04:00

http://experiencematters.wordpress.com/2012/06/29/ebook-10-cx-mistakes-to-avoid/ Bruce Temkin btemkin340 4 4 0 0 urn:com:businessweek:bx:article:1172016835112984403-71f717a45993cea0a17fbbea5fe7a281 2012-07-30T08:15:37.502-04:00

http://experiencematters.wordpress.com/2012/07/30/my-manifesto-great-customer-experience-is-free-2/ Bruce Temkin btemkin340 4 4 0 0 urn:com:businessweek:bx:article:761882412458959101-9a3ee24dd1a8d8f2009b2cf9dd88978f 2012-06-11T10:23:15.615-04:00

In a recent Temkin Group study, we surveyed 87 CX vendors, a group that consists of companies such as VoC software providers, analytics providers, market research vendors, and consultants.  One thing is very clear: their business is strong. Here are some observations of their responses: More than eight out of 10 vendors expect their 2012…

In a recent Temkin Group study, we surveyed 87 CX vendors, a group that consists of companies such as VoC software providers, analytics providers, market research vendors, and consultants.  One thing is very clear: their business is strong. Here are some observations of their responses: More than eight out of 10 vendors expect their 2012… http://experiencematters.wordpress.com/2012/06/11/cx-vendors-are-surging/ Bruce Temkin btemkin340 13 13 0 0 urn:com:businessweek:bx:article:10247268953527638128-7365b1f9bbe452e05a916c415fc2ee17 2012-05-11T15:03:34.050-04:00

Beyond the Arc consulting provides our clients strategic guidance and hands-on execution to improve their customer experience. We specialize in Voice of the Customer, social media analytics, predictive analytics, and strategic communications.

Beyond the Arc consulting provides our clients strategic guidance and hands-on execution to improve their customer experience. We specialize in Voice of the Customer, social media analytics, predictive analytics, and strategic communications. http://beyondthearc.com/beyond-the-arc-news-events/press-releases/beyond-the-arc-press-voc-050812.htm David Jones djones366 3 3 0 0 urn:com:businessweek:bx:article:6486346310958041570-e24e2bcabfc36288f19f7ab6d64570f3 2012-05-08T08:31:35.226-04:00

http://experiencematters.wordpress.com/2012/05/08/report-the-state-of-cx-management-2012/ Bruce Temkin btemkin340 4 4 0 0 urn:com:businessweek:bx:article:5800267733501814679-c6fb667c503777a89483631f4eff2828 2012-05-11T08:22:28.459-04:00

http://experiencematters.wordpress.com/2012/05/11/temkin-experience-ratings-spotlight-charles-schwab/ Bruce Temkin btemkin340 3 3 0 0 urn:com:businessweek:bx:article:3553306670855572527-b1330c19ff8bba68f316e68ae4755adc 2012-06-04T10:50:40.350-04:00

In this series of posts, we examine some of the top mistakes companies make in their customer experience management efforts. This post examines mistake #2: Over Relying on Customer Surveys. While customer insight can be extremely valuable, annual customer satisfaction and other types of surveys that are a mainstay for many companies often deliver little…

In this series of posts, we examine some of the top mistakes companies make in their customer experience management efforts. This post examines mistake #2: Over Relying on Customer Surveys. While customer insight can be extremely valuable, annual customer satisfaction and other types of surveys that are a mainstay for many companies often deliver little… http://experiencematters.wordpress.com/2012/06/04/cx-mistake-2-over-relying-on-customer-surveys/ Bruce Temkin btemkin340 5 5 0 0 urn:com:businessweek:bx:article:280724205869097375-54423d033fcf54896504fe7d7885e59a 2012-03-28T08:44:47.894-04:00

http://experiencematters.wordpress.com/2012/03/28/report-the-roi-of-customer-experience/ Bruce Temkin btemkin340 18 18 0 0 urn:com:businessweek:bx:article:5362259599147000126-a93bcc9057b653ec92e93f9496e072ea 2013-01-04T09:56:03.568-05:00

2012 was a very active year for customer experience management. I expect 2013 to be an even more robust year as we move deeper into the Era of CX Professionalism. Here are 13 CX trends to keep an eye on this year as these efforts gain maturity: Decline of surveys. As more companies thirst for customer…

2012 was a very active year for customer experience management. I expect 2013 to be an even more robust year as we move deeper into the Era of CX Professionalism. Here are 13 CX trends to keep an eye on this year as these efforts gain maturity: Decline of surveys. As more companies thirst for customer… http://experiencematters.wordpress.com/2013/01/04/12-customer-experience-trends-for-2013/ Bruce Temkin btemkin340 22 22 0 0 urn:com:businessweek:bx:article:12929618919727080355-ce13739e6f3f6cf33bfb6ca58e4ee32e 2012-05-11T15:02:55.268-04:00

To focus your efforts across millions of customer comments, classifying and analyzing the data helps you accurately measure customer issues and track experiences over time so you can take appropriate action.

To focus your efforts across millions of customer comments, classifying and analyzing the data helps you accurately measure customer issues and track experiences over time so you can take appropriate action. http://beyondthearc.com/blog/2012/customer-experience/how-classifying-data-drives-value-in-your-voice-of-the-customer-program David Jones djones366 4 4 0 0 urn:com:businessweek:bx:article:4863137315255772409-029f418b2c6b6c447a93a8e40344b62b 2012-08-06T09:09:20.864-04:00

We just published a Temkin Group report, The Future of Customer Experience. It examines the evolution of the overall CX movement as well as the CX maturity levels of individual organizations.

We just published a Temkin Group report, The Future of Customer Experience. It examines the evolution of the overall CX movement as well as the CX maturity levels of individual organizations. http://experiencematters.wordpress.com/2012/08/06/report-the-future-of-customer-experience/ Bruce Temkin btemkin340 6 6 0 0