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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
?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
??rms
?in
?the
?survey
?in
?
upcoming
?posts
?in
?the
?blog,
?Customer
?Experience
?Ma^ers
?
(experiencema^ers.wordpress.com)
?

Source:
?Temkin
?Group
?May
?2010
?Customer
?Experience
?Survey
?
Page
? 2
? Copyright
??
?2010
?Temkin
?Group.
?All
?rights
?reserved.
?
www.temkingroup.com
?

Demographics
?of
?respondents
?

Source:
?Temkin
?Group
?May
?2010
?Customer
?Experience
?Survey
?
Page
? 3
? Copyright
??
?2010
?Temkin
?Group.
?All
?rights
?reserved.
?
www.temkingroup.com
?

Demographics
?(conQnued)
?

Source:
?Temkin
?Group
?May
?2010
?Customer
?Experience
?Survey
?
Page
? 4
? Copyright
??
?2010
?Temkin
?Group.
?All
?rights
?reserved.
?
www.temkingroup.com
?

Demographics
?(conQnued)
?

Source:
?Temkin
?Group
?May
?2010
?Customer
?Experience
?Survey
?
Page
? 5
? Copyright
??
?2010
?Temkin
?Group.
?All
?rights
?reserved.
?
www.temkingroup.com
?

Many
?respondents
?lead
?their
?company��s
?
customer
?experience
?e?orts
?

Source:
?Temkin
?Group
?May
?2010
?Customer
?Experience
?Survey
?
Page
? 6
? Copyright
??
?2010
?Temkin
?Group.
?All
?rights
?reserved.
?
www.temkingroup.com
?

There��s
?signi?cant
?ambiQon
?to
?lead
?in
?
customer
?experience
?

Source:
?Temkin
?Group
?May
?2010
?Customer
?Experience
?Survey
?
Page
? 7
? 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
?

Customer
?experience
?groups
?are
?ofen
?
leading
?the
?e?ort
?

Source:
?Temkin
?Group
?May
?2010
?Customer
?Experience
?Survey
?
Page
? 10
? 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
?e?orts
?have
?a
?lot
?of
?
acQviQes
?underway
?

Source:
?Temkin
?Group
?May
?2010
?Customer
?Experience
?Survey
?
Page
? 13
? Copyright
??
?2010
?Temkin
?Group.
?All
?rights
?reserved.
?
www.temkingroup.com
?

Companies
?with
?VoC
?e?orts
?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
?

�ݺ�ߣ

Temkin Group, May 2010 Customer Experience Survey

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Temkin Group, May 2010 Customer Experience Survey