Bruce Temkin

Domino’s Misses Customer Experience Mark

After we released the Temkin Experience Ratings for fast food restaurants, a Business Insider report asked Domino’s to comment on the pizza giant’s ranking (15th out of 19 fast food restaurants). Here’s how a Domino’s representative responded: We’re the only restaurant chain of our size in the...

Customer Effort, Net Promoter, and Thoughts About CX Metrics

There’s been a recent uptick in people asking me about Customer Effort Score (CES), so I thought I’d share my thoughts in this post. As I’ve written in the past, no metric is the ultimate question (not even Net Promoter Score). So CES isn’t a panacea. Even the...

Why Net Promoter Score May Not Align With Business Results

I just received a great question: “Why do companies have a very healthy growth although their NPS is low and vice versa why can growth be decreasing although the NPS is very high?” I get asked versions of this question all the time, so...

Debunking Businessweek’s Analysis of Customer Service

I've received many, many emails asling me to respond to an article in Businessweek "Proof That It Pays to Be America's Most-Hated Companies," The article analyzes the relationship between stock prices and customer satisfaction scores (from the American Customer Satisfaction Index). The article states...

Design Experiences to Nudge Consumers

An ever-increasing body of scientific evidence indicates that humans are not completely rational decision-makers. Instead our default is to make decisions intuitively at the subconscious level, only later engaging the reasoning part of our brain to justify the choices we made. Consequently, our decisions...

Prices Drives Many, But Not Most, Purchase Decisions

We surveyed 10,000 U.S. consumers about the purchases of 14 items they had made during the previous 90 days, asking them to identify the most important criteria in their purchase decision. As you can see in the graphic below… Price is important, but… In eight...

Bezos Letter Describes Amazon’s Customer-Centric Blueprint

In his recent letter to shareholders, Amazon.com CEO Jeff Bezos provides insight into a truly customer-centric organization. The letter demonstrates how Amazon operates with a long-term view of customer value. Here are some of the most powerful components of the letter: "Proactively delighting customers earns trust,...

How to Turn Customer Experience Vision into a Competitive Edge: Inside Scoop with Bruce...

CustomerThink Founder/CEO Bob Thompson interviews Customer Experience thought leader Bruce Temkin about insights gained from recent award winners, including what it takes for business leaders to turn CX vision into a real competitive advantage. CX Excellence Awards Employee Engagement Virtuous Cycle Leadership vs. Ownership Busting…

Seven Steps for Developing Customer Journey Maps

In Temkin Group's previous report on B2B CX best practices, we provide examples of companies using a customer journey map (CJM), which is a critical CX tool. We included this graphic which is valuable for any company, B2B or B2C, that is thinking about...

American Airlines + US Airways = Worst Customer Experience

As an update to my previous post, American Airlines and US Airways formally announced their merger. According to our 2012 Temkin Ratings, they are the two worst U.S. airlines in customer experience. US Airways actually holds the bottom spot in our experience, loyalty, forgiveness, and trust ratings. By...

Is Your Mission Inspiring Employees?

In Temkin Group's recent consumer benchmark study, we asked a number of questions about how full-time employees view their employers. Using the dataset, I examined the effect of an organization's mission. As you can see in the figure below, employees that are inspired by...

Report: What Happens After A Good or Bad Experience?

We just published a Temkin Group report, What Happens After A Good or Bad Experience? This large-scale consumer study uncovers negatively biased feedback and significant upside from good service recovery. Here's the executive summary: We asked 5,000 U.S. consumers about their experiences with 179 companies across 19...

Should Customer Feedback Scores Drive Compensation?

A lot of industry pundits suggest that tying compensation to customer feedback is a good thing. But is it really?!? My take: I’ve seen situations where tying compensation to feedback scores has helped a lot and I’ve seen situations where it has failed miserably. So...

Has Social Media Hype Distracted Managers from Delivering Experiences that Matter? Inside Scoop with...

Bob Thompson interviews Bruce Temkin, a thought leader in Customer Experience Management, about his new report, The Current State of Customer Experience. Topics include: Why is the customer experience important... to the CEO? Which companies are doing a truly excellent job on customer experience and…

Customer Experience Correlates to Loyalty

I just published a report called The Business Impact Of Customer Experience that I think will have a significant impact on how companies think about customer experience. Here's an excerpt from the executive summary: Executives know that customer experience is important, but they can't always...

New Posts