Examining 10 Emotions, 8 Interactions, and Resulting Loyalty
Posted: March 24, 2017 Filed under: Customer Experience, Patient experience | Tags: Bruce Temkin, customer loyalty, Emotions, experience design Leave a comment
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 our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. It turns out that different interactions lead to a variety of emotions which have differing loyalty effects.
The chart below shows 10 emotions that 10,000 consumers selected to describe how they felt after completing eight interactions.
As you can see above:
- Most interactions lead to positive emotions, as the four most prevalent emotions on our list are Happy, Excited, Relieved, and Confident.
- Happy and Excited are the most common emotions.
- Purchasing a new pair of shoes leads to the most frequent emotion, Happy.
- Researching a health insurance plan doesn’t create any consistent emotional response, as…
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Put Culture Change On Your 2017 CX Agenda. Here’s How.
Posted: December 26, 2016 Filed under: Customer Experience, Customer Service, Employee Engagement, Leadership | Tags: change management, cultural change, employee engagement, inspiration Leave a commentIf you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that you make in customer experience.
As I’m sure you know, culture change isn’t easy. People are naturally averse to change. As John Kenneth Galbraith so aptly stated, “Faced with the choice between changing one’s mind and proving that there is no need to do so, almost everyone gets busy on the proof.”
Any chance of a successful, purposeful change in your culture needs to focus on the thoughts, beliefs, and actions of individual employees. That’s the foundation of a concept that Temkin Group introduced called Employee-Engaging Transformation (EET). EET is based on five practices: Vision…
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Want Loyal Customers? Start Talking About Their Emotions!
Posted: December 19, 2016 Filed under: Customer Experience, Customer Service, Patient experience | Tags: customer loyalty, emotion, Emotions, journey mapping Leave a commentDid 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 than 5 times as likely to trust a company than those who feel agitated?
That’s because how customers feel about an interaction has a significant impact on their loyalty to a company. So let’s talk about emotions.
Despite the importance of customer emotions, they are all too often neglected (or outright ignored) inside of companies. As a result of this negligence, consumers give their providers very low emotion scores in our Temkin Experience Ratings.
It’s time to start talking about emotions. To help spur this dialogue, we introduced a new vocabulary that we call the Five A’s of an Emotional Response.
Every time a customer interacts with you, they feel one of…
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Here’s What 500 People Told Me about Customer Service
Posted: October 30, 2016 Filed under: Customer Experience, Customer Service, Employee Engagement, Leadership | Tags: empower, idea generation, ideation, learning, motivation Leave a comment
Over the last eight weeks I have done Legendary Service customer service training with more than 500 people who all want to improve both internal and external customer service in their organizations. Because I’m a big believer in the concept that no one of us is as smart as all of us, I ask participants in each class to share their ideas and strategies.
Here is the synthesis of the brilliance from amazing leaders just like you.
To rally your people to unleash the dream of Legendary Service and fuel repeat business, drive customer loyalty, and increase employee devotion, you must:
- Listen to people’s ideas for improvement. Really listen. Spotlight situations where you have acted on their ideas. Listen with curiosity, not necessarily to find solutions.
- Empower your team. Set clear agreements about their decision making authority. Ask them to describe circumstances where they would like the power to solve…
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Is Your Customer Service Legendary—or is it a Health Hazard?
Posted: October 30, 2016 Filed under: Customer Experience, Customer Service, Employee Engagement, Leadership | Tags: attentiveness, culture, Ken Blanchard, organizational culture, responsiveness Leave a commentThis guest post is from Ian Beeson, managing director of Blanchard International, Australia.
Every interaction we have with a service provider leaves us with some sort of emotional response, from neutral and bland to deep anger and frustration at one extreme, joy and delight at the other.
We’ve all felt the stress associated with a provider whose customer experience is unresponsive and sometimes downright antagonistic—and the health effects of stress are well documented.
So are you killing your customers with stress and hostility? What are some straightforward steps you can take to nurture their long-term well-being? And why should you care?
Much has been written on the profit impact of customer service. Ken Blanchard sometimes describes profit as “the applause you get for delivering Legendary Service to your customers.” But there is a more simple, subtle, and powerful aspect to customer care. Customers will naturally move toward experiences that meet…
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Guide to Organizational Culture Change (Infographic)
Posted: October 30, 2016 Filed under: Customer Experience, Customer Service, Employee Engagement, Patient experience | Tags: change, change management, leadership, organizational culture, transformation Leave a commentWe regularly help companies create cultures that are more customer-centric. So it seemed like a fun idea to create an infographic on the topic. Enjoy! You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation.
You can download (and print) this infographic in different forms:
- Infographic: infographic in pdf, infographic in png
- Poster (12″ x 24″): poster in pdf, poster in png
The bottom line: The customer experience you deliver is a reflection of your culture
Reblog: The Problem With Patient Experience
Posted: May 25, 2015 Filed under: Customer Experience, Empathy, Healthcare, Patient experience, Systems Thinking | Tags: communication, compassion, empathy, HCAHPS, healthcare, improve the patient experience, key drivers, patient experience Leave a commentThis is one of (if not) the best article I’ve read on the key drivers of patient experience! Clear and simple!
This blog post originally appeared on the PRC Custom Research blog on April 30, 2015. Co-authored by William Maples, M.D., oncologist, passionate and compassionate champion for experience improvement, founding member and continuing contributor to the Experience Innovation Network, we thought it was too good not to share. Reblogged with permission.
By William Maples, MD, Executive Director for The Institute for Healthcare Excellence and Candace A. Quinn, COO, Professional Research Consultants, Inc.
As a result of an article that we saw recently in The Atlantic that attempted to describe the quest for creating an excellent patient experience as one that has nurses and caregivers pursuing some holy grail of happiness, good food, and smiles, we reflected on the importance and impact of patient experience on the overall care and eventual health of each and every patient, and, we have reaffirmed our conviction that our industry must first develop an understanding of…
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What Behavioral Economics Can Teach Us About the Patient Experience
Posted: December 17, 2014 Filed under: Customer Experience, Empathy, Healthcare, Patient experience | Tags: Emmi Solutions, HCAHPS, patient perception, patient satisfaction, Peak-End rule Leave a comment
Contributor: Courtney Hummel – Senior Client Services Specialist, Emmi Solutions
Courtney Hummel
In his TEDtalk, “The Riddle of Experience vs. Memory”, behavioral economist Daniel Kahneman tells a short story about a man listening to a symphony. The man experiences such joy throughout the entire performance , intensely feeling and relating to the music. As the recording meandered to its finale, the music suddenly stopped, replaced by a horrible screeching sound. This ruined the entire symphony, the man solemnly remembered. But, had it? He experienced 20 minutes of glorious music, jarred by a few seconds of madness. But those 20 minutes were now irrelevant; the experience was ruined, replaced with a marred memory.
One key takeaway from this scenario is the human memory is significantly and consistently biased. We must understand that a memory is merely the end result of an experience and the processing of that experience. It’s helpful to…
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Capitalizing on the Voice of the Customer (Infographic)
Posted: November 24, 2014 Filed under: Customer Experience, Customer Service, Patient experience | Tags: Bruce Temkin, VOC, voice of the customer Leave a commentVoice of the customer programs are a cornerstone for most customer experience efforts. That’s why Temkin Group put together this infographic with insights from our research.
Here’s a poster version and you can see the full infographic below. I hope you enjoy it.
Here are links to download versions of the infographic:
Here are links to the research referenced in the infographic:
- State of VoC Programs, 2014
- What Happens After a Good or Bad Experience, 2014
- Text Analytics Reshapes VoC Programs
The bottom line: Make sure to capitalize on the voice of your customers.
Lesson From Dana-Farber: Treat The Whole Person
Posted: October 9, 2014 Filed under: Customer Experience, Empathy, Healthcare, Patient experience | Tags: Bruce Temkin, customer experience, Dana Farber, patient experience, patient-centered, person-centered Leave a commentAs part of yesterday’s Customer Experience Day celebration, I attended a CXPA local networking event at the Dana-Farber Cancer Institute (DFCI) in Boston. The session kicked off with a panel from the DFCI discussing patient experience.
I’m a big fan of DFCI and have enormous respect for the great work that it does in battling cancer. The panel, which included a cancer survivor turned volunteer, was fantastic. I was inspired by the commitment and compassion they displayed.
One of the points that came up was DFCI’s commitment to treat the whole person. This explains why it provides things such as hand massages during chemotherapy treatment. DFCI doesn’t just treat the disease, it treats the whole person.
I love the concept of the whole person. It’s not just applicable to DFCI or other health care providers, but to every organization. It’s a powerful concept for anyone who cares about customer experience. Here’s how I…
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Optimizing Healing Healthcare 
