2017 TEMKIN EXPERIENCE RATINGS, UK

Transcription

1 TEMKIN GROUP INSIGHT REPORT 2017 TEMKIN EXPERIENCE RATINGS, UK CO- OP, M&S FOODS, AND LIDL RECEIVE TOP CUSTOMER EXPERIENCE SCORES ACROSS 157 UK COMPANIES By Bruce Temkin Customer Experience Transformist & Managing Partner Julia Jaffe Senior Research Associate March 2017 TEMKIN GROUP 17/ TEMKINGROUP.COM

2 TEMKIN GROUP INSIGHT REPORT Executive Summary The UK Temkin Experience Ratings is a cross- industry, open- standard benchmark of customer experience. To generate these scores, we asked 5,000 UK consumers to rate their recent interactions with 157 companies across 1 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. Here are some highlights from the research:! Co- op, M&S Food, and Lidl earned highest overall ratings, while Audi, BMW, and Flybe earned the lowest.! When we compared company ratings with their industry averages, we found that Saga, Premier Inn, Vauxhall, and Volkswagen most outperformed their peers, while Audi and Bank of Scotland fell well below their competitors.! To improve customer experience, companies need to master four competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Co- op, M&S Food, & Lidl Earn Top Customer Experience Ratings To evaluate the quality of the experiences that UK companies deliver to their customers, we surveyed 5,000 UK consumers about their recent interactions with organizations.1 We then used this consumer feedback to create the Temkin Experience Ratings by:2! Examining three elements of the experience. We asked consumers to evaluate their experiences with different companies over the past 0 days. These questions rated on a seven- point scale covered the three components of an experience: success, effort, and emotion (see Figure 1).! Only analyzing data from companies with more than 100 respondents. Although consumers rated a multitude of companies for our survey, we only analyzed those that received at least 85 consumer responses. Ultimately, we examined data from 157 companies across 1 industries (see Figure 2).! Calculating the component ratings. We developed ratings for each of the three components of an experience success, effort, and emotion by subtracting the percentage of consumers who rated a company poorly from the percentage of consumers who rated it highly.3! Calculating the overall ratings. We found the Temkin Experience Rating for each company by averaging the ratings of the three experience components. Dominate Top of Ratings and Rental Cars & Transport Control the Bottom We examined the Temkin Experience Ratings for 157 companies from 1 industries and found that: 1 Data comes from the Temkin Group Q Consumer Benchmark Survey an online study of 5,000 UK consumers completed during January Survey respondents were representative of the UK Census based on quotas for gender, age, income, and geographic region. 2 Temkin Group has published the Temkin Experience Ratings in the U.S. since We describe the methodology for calculating the Temkin Experience Ratings at the end of this document. Copyright 2017 Temkin Group. All rights reserved. Page 2

3 TEMKIN GROUP INSIGHT REPORT Co- op, M&S Food, & Lidl earn top scores. took six of the top 10 spots in the 2017 Temkin Experience Ratings, with Co- op, M&S Food, and Lidl all earning an overall rating of 80% (see Figure 3). Three other supermarkets Aldi, Asda, and Waitrose and four retailers Amazon.co.uk, Boots, Marks & Spencer, and Wilko round out the top 10.! Audi, BMW, and Flybe earn the lowest scores. Audi received the lowest score in the 2017 Temkin Experience Ratings with a rating of - 13% (see Figure 4). BMW and Flybe each also received a rating below 10%. Two health insurers Aviva and AXA PPP and Alamo, Bank of Scotland, Airbnb, Lufthansa, and AA fill in the rest of the bottom 10 companies.! Most industries are poor. Eleven out of 1 industries received average ratings in the poor or very poor range, while two industries, banks and credit cards, scored in the okay range. Only supermarkets, retailers, and fast food chains earned good average ratings (see Figure 5).! Sage and Premier Inn most outperform their competitors. We compared the scores of individual companies to the average scores of their industries and found that 18 companies earned Temkin Experience Ratings that are at least 10 percentage- points higher than their industry averages (see Figures and 7). Of those 18 companies, four earned ratings at least 20 points above their industry averages: Sage (+23), Premier Inn (+22), Vauxhall (+21), and Volkswagen (+20).! Audi and Bank of Scotland fall furthest behind their peers. Audi and Bank of Scotland fell more than 40 points below their industry averages. Four other companies received ratings more than 20 points below their peers: BMW (- 31), Airbnb (- 28), Flybe (- 2), and AA (- 20). Success, Effort, and Emotion Experience Ratings We examined the three components of the Temkin Experience Ratings success, effort, and emotion for each company and discovered that (see Figure 8):! Emotion is the weakest component. Across all 1 industries, the emotion scores fall well below those of success and effort. In fact, supermarkets were the only industry to earn an okay average emotion rating all other industries average scores for this component fell into either the poor or very poor range (see Figure 9). Domino s received the highest emotion rating with a score of 7%. Only 28 other companies also earned an okay rating for this component, while a staggering 84 companies had very poor emotion ratings.! top the success component. The supermarket industry earned the four highest ratings for the success component (see Figure 10). Lidl leads the pack with a 90% success rating, while M&S Food, Aldi, and Co- op followed close behind, each with a score of 88%. Thirty other companies also received excellent ratings for this component. At the other end of the spectrum, 29 companies had very poor scores in this area. Audi received the lowest success rating with a score of - 13%.! dealers fall to the bottom of the effort component. Of the 35 companies that earned excellent ratings for the effort component, Waitrose and Co- op received the two highest scores, each with rating of 89% (see Figure 11). Meanwhile, 2 companies had a very poor effort rating. Audi and BMW fell to the very bottom with scores of - 5 and 11 respectively. Copyright 2017 Temkin Group. All rights reserved. Page 3

4 TEMKIN GROUP INSIGHT REPORT Calculating the Temkin Experience Ratings We calculated the Temkin Experience Ratings for each company by (see Figure 12):! First, for each separate component (success, effort, and emotion), we analyzed the percentage of consumers who gave the company a high score ( or 7 ) and the percentage who gave the company a low score ( 1, 2, or 3 ).! Second, within each individual component, we subtracted the percentage of low scores from the percentage of high scores, which resulted in three separate ratings for each company, one for each component of the experience.! Finally, we averaged these three component scores for each company to generate that firm s Temkin Experience Rating. The Path to Customer Experience Excellence The Temkin Experience Ratings show that most companies have a long way to go before they reach the highest levels of customer experience maturity (see Figure 13). Although any company can improve narrow segments of its customer experience, creating lasting differentiation requires more than just strong ambitions and superficial changes. Our research shows that long- term success requires companies to build and sustain four customer experience competencies:4! Purposeful Leadership: Leaders operate consistently with a clear set of values.! Employee Engagement: Employees are aligned with the goals of the organization.! Compelling Brand Values: Brand promises drive how the organization treats customers.! Customer Connectedness: Customer insights are infused across the organization. 4 See the Temkin Group report, The Four Customer Experience Core Competencies (January 2013). Copyright 2017 Temkin Group. All rights reserved. Page 4

5 TEMKIN GROUP INSIGHT REPORT The Temkin Experience Ratings is Based on the Three Components of an Experience Success Experience Component Thinking of your most recent interactions with each of these companies, to what degree were you able to accomplish what you wanted to do? Completely Failed 4 5 Neutral 7 Completely Succeeded Effort Experience Component Thinking of your most recent interactions with each of these companies, how easy was it to interact with the company? Very Difficult 5 Neutral 7 Very Easy Emotion Experience Component Thinking of your most recent interactions with each of these companies, how did you feel about those interactions? 1 Upset Neutral 5 7 Delighted Figure 1 Copyright 2017 Temkin Group. All rights reserved. Page 5

6 TEMKIN GROUP INSIGHT REPORT Temkin Experience Ratings Evaluates 157 Companies Across 1 Industries : EasyJet, Flybe, Jet2.com, Lufthansa, Monarch, Ryanair, Thomas Cook, Thomson Airways, Virgin Atlantic : Audi, BMW, Ford, Hyundai, Nissan, Vauxhall, Volkswagen : AA, Admiral, Avica, AXA, Churchill, Direct Line, Hastings Direct, Liverpool Victoria, Saga, Tesco Banks: Barclays, HSBC, Lloyds, NatWest, Royal Bank of Scotland, Santander UK, Tesco Personal Finance Group, The Co-operative Bank, TSB Banks, Virgin Money Holdings & Tablet makers: Acer, Amazon, Apple, Asus, Dell, Hewlett-Packard, Lenovo, Samsung, Sony, Toshiba Credit Card issuers: American Express, Bank of Scotland, Barclaycard, Capital One, Halifax, HSBC, Lloyds, MBNA, Nationwide, NatWest, Sainbury s Bank, Santander UK, Tesco Bank chains: Burger King, Caffe Nero, Costa Coffee, Domino's, Greggs, JD Wetherspoon, KFC, McDonalds, Nando s, Pizza Express, Pizza Hut, Pret a Manger, Starbucks, Subway, Toby Carvery : Aviva, AXA PPP, BUPA, National Service Hotels & Rooms: Airbnb, Hilton, Holiday Inn, Holiday Inn Express, Ibis, Premier & Transportation: Alamo Rent A Car, Enterprise Rent-A-Car, Europcar, Uber Amazon.co.uk, Argos, B&M, Boots, Currys, Debenhams, ebay, Home Bargains, Ikea, JD Sports, John Lewis, Lloyds Pharmacy, Marks & Spencer, Matalan, New Look, Next, Poundland, Primark, Sports Direct, Superdrug, Tesco, TK Maxx, Topshop, WH Smith, Wilko media: Amazon Prime Instant Video, Amazon Prime Music, Apple Music, Deezer, GooglePlay, itunes, Netflix, Now TV, Spotify Supermarket chains: Aldi, Asda, Co-op, Farmfoods, Iceland, Lidl, M&S Food, Morrisons, Sainsbury s, Spar, Tesco, Waitrose TV/ISPproviders: BT, EE, O2, PlusNet, Sky, TalkTalk, Three, Virgin, Vodafone Utilities: British Gas, E.ON UK, EDF Energy, Npower, Scottish Power, SSE Wireless carriers: EE, giffgaff, O2, Talkmobile, Tesco Mobile, Three, Virgin, Vodafone Figure 2 Copyright 2017 Temkin Group. All rights reserved. Page

7 TEMKIN GROUP INSIGHT REPORT Temkin Experience Ratings (TxR), Top 50 Organizations Rank Company 1 Co-op TxR Rank Company 80% 1 M&S Food 80% 1 Lidl 80% 4 Aldi 79% 5 Amazon.co.uk 78% Waitrose 77% Wilko TxR 21 Morrisons 74% 21 Greggs 74% 21 TSB Banks Banks 74% 21 Lloyds Pharmacy 74% 30 Tesco Bank 73% 30 Saga 73% 77% 30 Lloyds Banks 73% 30 Subway 73% 30 Santander UK 73% 35 KFC 72% Banks 72% Marks & Spencer 77% Asda 77% Boots 77% 11 JD Wetherspoon 7% Virgin Money 35 Holdings 11 B&M 7% 35 Caffe Nero 72% 11 Iceland 7% 35 Poundland 72% 7% 35 Santander UK Banks 72% 40 Next 71% 40 MBNA 71% 40 Premier Inn Hotels & Rooms 71% 40 Spotify 71% 11 Home Bargains 15 Nationwide 75% 15 Domino's 75% 15 Tesco 75% 15 Pizza Express 75% 15 Costa Coffee 75% 15 Farmfoods 75% 44 Nando's 70% 44 Ikea 70% 44 WH Smith 70% 44 Spar 70% 44 Matalan 70% 21 Superdrug 74% 21 John Lewis 74% 21 Tesco 74% 21 Sainsbury's 74% 44 Toby Carvery 70% 21 ebay 74% 50 New Look 9% Figure 3 Copyright 2017 Temkin Group. All rights reserved. Page 7

8 TEMKIN GROUP INSIGHT REPORT Temkin Experience Ratings (TxR), Bottom 50 Organizations Rank Company 157 Audi 15 BMW 155 Flybe 154 Alamo Aviva AXA PPP Bank of Scotland Hotels & Airbnb Rooms Lufthansa AA EasyJet BUPA Enterprise Rent A-Car Acer Jet2.com Ryanair Amazon Europcar Apple Music Vodafone TV/ISP Sony TalkTalk TV/ISP Monarch Npower Utilities Dell Admiral Thomas Cook TxR -13% 7% 9% 14% 18% 18% 18% 21% 23% 29% 30% 30% 35% 3% 37% 39% 39% 40% 42% 42% 42% 43% 43% 44% 44% 45% 45% Rank Company 130 Hyundai 128 Deezer 128 AXA 123 Hewlett-Packard 123 Asus 123 Ford American 123 Express 123 Toshiba 121 Uber 121 Hastings Direct 119 Churchill National 119 Service 117 Virgin Atlantic Hotels & 117 Hilton Rooms 114 Samsung 114 Google Play Wireless 114 EE Carrier 111 BT TV/ISP Wireless 111 Talkmobile Carrier 111 Avica 10 British Gas Utilities Thomson 10 Airways 10 JD Sports TxR 45% 4% 4% 47% 47% 47% 47% 47% 48% 48% 49% 49% 50% 50% 51% 51% 51% 52% 52% 52% 53% 53% 53% Figure 4 Copyright 2017 Temkin Group. All rights reserved. Page 8

9 TEMKIN GROUP INSIGHT REPORT Temkin Experience Ratings (TxR), Range of Scores 40% 0% 50% Very Poor Poor 80% 70% Okay Good Excellent Supermarket Chains Chains Banks 18% Credit Card Issuers Wireless Carriers Utilities TV/Internet Service 29% 21% Hotels & Rooms Computer & Tablet Makers -13% 9% 18% 14% & Transport Low Score Average High Score Figure 5 Copyright 2017 Temkin Group. All rights reserved. Page 9

10 TEMKIN GROUP INSIGHT REPORT Temkin Experience Ratings (TxR), Leaders and Laggards Top of Bottom of Thomson Airways (53%) Flybe (9%) Vauxhall (58%) Audi (-13%) Saga (73%) AA (29%) TSB Banks (74%) HSBC (2%) Lenovo (5%) Acer (3%) Nationwide (75%) Bank of Scotland (18%) Chains JD Wetherspoon (7%) Burger King (4%) National Service (49%) AXA PPP & Aviva (18%) Hotels & Rooms Premier Inn (71%) Airbnb (21%) Uber (48%) Alamo (14%) Amazon.co.uk (78%) JD Sports (53%) Spotify (71%) Apple Music (42%) Co-op, M&S Food, & Lidl (80%) Spar (70%) Virgin (3%) Vodafone (42%) SSE (3%) Npower (44%) Tesco Mobile (8%) EE (51%) Banks & Tablets Credit Card Issuers & Transport TV/Internet Service Utilities Wireless Carriers Figure Copyright 2017 Temkin Group. All rights reserved. Page 10

11 TEMKIN GROUP INSIGHT REPORT Temkin Experience Ratings, Most Above and Below Average Most Above Average Most Below Average Above Company industry Below industry Company Saga +23 Audi -50 Premier Inn Hotels & Rooms +22 Bank of Scotland Vauxhall +21 BMW Volkswagen +20 Airbnb Hotels & Rooms Flybe -2 AA -20 Thomson Airways Uber +1 National Service Alamo JD Sports -18 Nissan +1 Apple Music -17 Liverpool Victoria +1 Virgin Atlantic +15 Aviva -1 Nationwide +14 Tesco Bank +12 Currys -1 Tesco Mobile Wireless Carrier +11 Topshop -1 AXA PPP Spotify Santander UK +11 Ford +10 Now TV +10 MBNA +10 American Express Thomas Cook +9 Lenovo Deezer -13 Lufthansa -12 Vodafone TV/ISP -12 Acer -11 TalkTalk TV/ISP -11 Npower Utilities -11 Sports Direct -11 Figure 7 Copyright 2017 Temkin Group. All rights reserved. Page 11

12 TEMKIN GROUP INSIGHT REPORT Component Average Scores for 2017 Temkin Experience Ratings Okay or better Figure 8 Copyright 2017 Temkin Group. All rights reserved. Page 12

13 TEMKIN GROUP INSIGHT REPORT Temkin Experience Ratings, Leaders and Laggards in Emotion Component Top Organizations Bottom Organizations Company Emotion Rating Domino's 7% Costa Coffee 5% M&S Food 5% Amazon.co.uk 4% Aldi 4% Co-op 4% Premier Inn Hotels & Rooms 3% Pizza Express 3% Saga 3% John Lewis 3% Asda 3% Emotion Rating Company Audi BMW Flybe % Bank of Scotland 7% AXA PPP 9% Alamo 15% Aviva 18% Airbnb Hotels & Rooms 19% Lufthansa 19% EasyJet 22% AA 25% TalkTalk TV/ISP 27% Acer 28% BUPA 30% Ryanair 30% Npower Utilities 30% TV/ISP 30% -19% % Marks & Spencer 3% Nando's 2% Next 2% B&M 2% Lidl 2% Now TV 1% Vodafone Subway 1% Enterprise Rent A-Car 31% ebay 1% Amazon 31% Superdrug 1% Jet2.com 32% Iceland 1% Europcar 33% 1% Dell 33% Home Bargains Figure 9 Copyright 2017 Temkin Group. All rights reserved. Page 13

14 TEMKIN GROUP INSIGHT REPORT Temkin Experience Ratings, Leaders and Laggards in Success Component Top Organizations Company Lidl M&S Food Bottom Organizations Success Rating Success Rating Company 90% Audi -13% 88% Aldi 88% BMW Flybe 3% 9% Alamo 12% Co-op 88% Airbnb 17% Amazon.co.uk 8% Hotels & Rooms Boots 85% Aviva 17% Wilko 85% Lufthansa 23% Nationwide 85% AXA PPP 2% Tesco 85% Tesco Bank 84% Bank of Scotland 27% Lloyds Pharmacy 84% BUPA 29% Jet2.com 32% Tesco AA 32% EasyJet 33% JD Wetherspoon Pizza Express Iceland Waitrose Enterprise Rent A-Car 3% Acer 40% Morrisons Asda 82% Hyundai Amazon 41% 42% Ryanair 44% Deezer 44% Sony 44% Monarch 44% Home Bargains 82% TSB Banks Banks 82% Sainsbury's 82% B&M 82% Figure 10 Copyright 2017 Temkin Group. All rights reserved. Page 14

15 TEMKIN GROUP INSIGHT REPORT Temkin Experience Ratings, Leaders and Laggards in Effort Component Top Organizations Bottom Organizations Effort Rating Company Waitrose 89% Co-op 89% Marks & Spencer 87% Lidl 87% Effort Rating Company Audi BMW Flybe Alamo -5% 11% 13% 15% Aviva 18% AXA PPP 20% Bank of Scotland 21% Airbnb Hotels & Rooms 27% Lufthansa 27% BUPA 31% Home Bargains 8% JD Wetherspoon 8% Aldi 8% M&S Food 8% B&M 85% Lloyds Pharmacy 85% Nationwide 85% Wilko 85% AA 31% Boots 85% EasyJet 34% Asda 84% 39% Iceland 84% Enterprise Rent A-Car Amazon.co.uk 84% John Lewis Acer Sony 40% 41% KFC Apple Music 41% Superdrug Greggs Farmfoods Morrisons Tesco Tesco Europcar Ryanair Amazon Npower Dell TalkTalk Jet2.com Utilities TV/ISP 42% 43% 45% 45% 4% 47% 47% Figure 11 Copyright 2017 Temkin Group. All rights reserved. Page 15

16 TEMKIN GROUP INSIGHT REPORT Calculating the Temkin Experience Ratings Example: Aldi Success Experience Component Thinking of your most recent interactions with each of these companies, to what degree were you able to accomplish what you wanted to do? Completely Failed 4 5 Neutral Neutral Upset Neutral Net rating 89% 1% 88% or 7 1 or 2 or 3 Net rating 87% 1% 8% or 7 1 or 2 or 3 Net rating % 1% 4% Very Easy Emotion Experience Component Thinking of your most recent interactions with each of these companies, how did you feel about those interactions? 1 1 or 2 or 3 Completely Succeeded Effort Experience Component Thinking of your most recent interactions with each of these companies, how easy was it to interact with the company? Very Difficult or Delighted Temkin Experience Rating = (88% + 8% + 79%) 3 Aldi Temkin Experience Rating = 79% Figure 12 Copyright 2017 Temkin Group. All rights reserved. Page 1

17 TEMKIN GROUP INSIGHT REPORT Customer Experience Competencies and Maturity Four Customer Experience Core Competencies Purposeful Leadership Do your leaders operate consistently with a clear, wellarticulated set of values? Compelling Brand Values Are your brand attributes driving decisions about how you treat customers? CX Core Competencies Employee Engagement Are employees fully committed to the goals of your organization? Customer Connectedness Is customer feedback and insight integrated throughout your organization? Six Stages of CX Maturity 1. Ignore Organization does not focus on customer experience management and does not view customer experience as a core part of its value proposition. 2. Explore Executive(s) recognizes that customer experience is important and selects a temporary group to examine how to make improvements. 3. Mobilize Organization appoints a full-time executive to lead its CX efforts and that person builds a CX team, develops a CX roadmap, and makes small changes to customer interactions. 4. Operationalize Clear CX governance structure in place and organization starts redesigning cross-functional operational processes. Internal communications becomes a critical activity. 5. Align CX metrics are integrated into executive scorecards and business operational reviews, while CX behaviors are reinforced across the organization within core HR processes.. Embed CX is an integral part of company culture and not managed as a separate activity or focus area. Figure 13 Copyright 2017 Temkin Group. All rights reserved. Page 17

18 TEMKIN GROUP INSIGHT REPORT About the Authors Bruce Temkin, CCXP is a Customer Experience Transformist & the Managing Partner of Temkin Group. He is also the co- founder and Emeritus Chair of the Customer Experience Professionals Association (cxpa.org). Bruce is widely viewed as a visionary in the customer experience field. He has worked with hundreds of large organizations on the strategies, processes, leadership, and culture required for sustaining superior customer relations. Bruce is the author of the blog Customer Experience Matters, one of the world s most popular sources of insights on customer experience, leadership, branding, and corporate culture.5 His research focuses on identifying current and emerging best practices. He has published several seminal reports, including The ROI of Customer Experience, The Future of Customer Experience, and The Four Customer Experience Core Competencies. He uses insights from his pioneering research to advise companies on their customer experience journeys, identifying opportunities for a sustainable breakthrough performance. Prior to forming Temkin Group, Bruce served as Vice President & Principle Analyst at Forrester Research, where he led the company's B2B, financial services, and customer experience practices. Bruce was Forrester s most- read analyst for 13 consecutive quarters, and while there, he created both Forrester s Customer Experience Index and its Voice of the Customer Award. Before joining Forrester, Bruce co- founded and led several Internet start- ups. He also held management positions at GE, Stratus, and Fidelity Investments Bruce has been widely quoted in the press and is a highly in- demand public speaker, combining his deep area expertise with an engaging, entertaining style. Bruce is a Certified Customer Experience Professional. He has a bachelors degree in Mechanical Engineering from Union College and a Master s in Management from MIT Sloan School. Julia Jaffe is Senior Research Associate of Temkin Group. Julia s primary areas of research include four customer experience competencies, mobile experience design, and employee culture. Julia holds a bachelor s degree in psychology and biology from Wellesley College. 5 Customer Experience Matters is a registered trademark of Temkin Group Copyright 2017 Temkin Group. All rights reserved. Page 18

19 TEMKIN GROUP OVERVIEW TEMKIN GROUP WAS FOUNDED BASED ON FOUR BELIEFS 1. Customer Experience Drives Loyalty: Our research and work with clients has shown that interactions with customers influence how much business they will do with you in the future and how often they will recommend you. 2. Improvement Requires Systemic Change: Companies can improve customer interactions in isolated areas, but they don t develop competitive advantage until customer experience is embedded in their operating fabric. Temkin Group is a leading customer experience (CX) research, consulting, and training firm. We help many of the world s largest brands lead their transformational journeys towards customer- centricity and build loyalty by engaging the hearts and minds of their customers, employees, and partners. Our team combines CX thought leadership with a deep understanding of the dynamics of organizations to accelerate results. Rather than layering on cosmetic changes, we help companies embed practices within their culture and operating processes. 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 organizational change program. 4. We Can Help You Make A Difference: Transformation isn t easy, but becoming more customer- centric is worth the effort. We are committed to helping our clients accelerate their results and avoid many of the obstacles along the way. HOW WE ARE DIFFERENT Temkin Group is focused on sustainable success. We combine research- based thought leadership with a deep understanding of human behavior and organizational dynamics to help companies build four customer experience core competencies: HOW WE CAN HELP Temkin Group offers a number of different services including:! Research & Advisory Subscriptions: Access all of our research on trends, best practices, and benchmarks, and receive advice and answers to your questions.! Training and workshops: We can deliver customized training for executives, customer experience professionals, advocates, and other employees.! Speeches and webinars: Temkin Group can deliver a highly engaging and entertaining speech about leading- edge customer experience topics for just about any event or offsite. Temkin Group 48 White Oak Road Waban, MA / (tel) 17/3-124 (fax) info@temkingroup.com! Consulting services: We can assess your efforts and identify opportunities for you to accelerate results and avoid pitfalls along the way. We can help in discrete strategy sessions or with a more ongoing, coaching relationship. Temkin Group. All rights reserved.