People Aren’t Perfect, Design Around Their Biases
Every day, people are faced with innumerable choices, and methodically weighing the pros and cons of each one is not only unnecessary, it is also mentally draining. In order to ease this cognitive...
View ArticleThe Demographics of Happiness
Tomorrow I will join millions of Americans in celebrating Thanksgiving. Many of us will spend the day with our families devouring turkey, stuffing, and other savory dishes while watching football...
View ArticleWant Loyal Customers? Start Talking About Their Emotions!
Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more...
View ArticleEmotion and the Four Customer Experience Core Competencies
If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values,...
View ArticleExamining 10 Emotions, 8 Interactions, and Resulting Loyalty
Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of...
View ArticleReport: Humanizing Digital Interactions
We just published a Temkin Group report, Humanizing Digital Interactions. Emotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about...
View ArticleConsumer Emotions To Health Plans Differ Across Age Groups
In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, researching a...
View ArticleReport: The Four Customer Experience Core Competencies (Free)
If you are only going to read only one thing about customer experience, then this report is it. It’s the blueprint for building a customer-centric organization… and it’s free. We just published a...
View Article2017 Temkin Emotion Ratings, U.S. & UK
In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. In...
View ArticleEmotional Responses to Tech Support Differs Across Age Groups
In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, getting tech...
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