TEMKIN GROUP OVERVIEW

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1 TEMKIN GROUP OVERVIEW 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. 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. 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 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: 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. HOW WE CAN HELP 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.! In- person workshops: We can deliver customized training for executives, customer experience professionals, advocates, and other employees.! Speeches and webinars: can deliver a highly engaging and entertaining speech about leading- edge customer experience topics for just about any event or offsite.! Advisory services: We can assess your efforts and identify opportunities for you to accelerate results and avoid pitfalls along the way, and coach you to success.! CX Institute: Tap into the CX Institute s leading- edge online training to engage, inspire, and educate 100s or 1,000s of leaders across your organization. All rights reserved.

2 ENTERPRISE RESEARCH & ADVISORY SUBSCRIPTIONS E SSENTIAL R ESOURCES F OR Y OUR C USTOMER E XPERIENCE J OURNEY Temkin Gorup Research & Advisory Subscriptions provide organizaitons with the ongoing insights and advice that they need to accelerate their customer experience efforts. Customer experience transformaion isn t easy, but these resources will equip you with the knowledge and tools you need to drive sustainable change across your organizaiton. Tap into a continuous flow of leading- edge insights. INSIGHTS AND ADVICE FOR ENTIRE ORGANIZATIONS TO ACCELERATE THE PATH TOWARDS CUSTOMER- CENTRICITY Enterprise Research & Advisory Subscriptions allow you to share all of s published research and data (including Temkin Ratings) with everyone in your organization. Our research focuses on delivering relevant insights and practical advice in a number of formats: BEST PRACTICES ASSESSMENTS & BENCHMARKS TRENDS & ROI Learn from rich content Use tools & data to evaluate Learn CX economics and case studies your competency & maturity and future directions Examples of Research:! Lessons in CX Excellence! State of EE Activities! ROI of CX! Five C s of Mobile VoC! State of Voice of the Customer! Economics of Net Disruption Programs Promoter Score! The Federated CX Model! State of CX Management! Channel Preferences! Emotion- Infused! Net Promoter Score Benchmark! What Happens After a Experience Design Study Good or Bad Experience CUSTOMIZED ADVICE FROM CX TRANSFORMISTS: Research & Advisory Subscriptions also include a variety of ways for you to interact with and get help for your specific needs. STRATEGY SESSION ADVICE ON CALL ON DEMAND WEBINARS Review your annual CX plans Receive ongoing feedback Enjoy unlimited access or get feedback on an idea on questions about the research to a library of informative or important decision. You can or any related CX topics. You webinars that have been. schedule one 90- minute call can submit up 10 inquiries per previously recorded. Use per year. year that can be answered with them to learn or share with a short or call. your teams. ANNUAL PRICING: Research & Advisory Subscriptions are based on the size of your overall organization: <100 employees: $15,000 2,501 to 5,000 employees: $35, to 1,000 employees: $20,000 5,001 to 10,000 employees: $40,000 1,001 to 2,500 employees: $25,000 More than 10,000 employees: $45,000 Note: Subscribers also receive a $1,000 discount on these additional services: strategy days, speeches, instructional webinars, and workshops. Subscriptions only allow for the internal use of content, and do not allow for sharing or redistributing the content outside of the subscribing organization. TEMKINGROUP.COM/SUBSCRIPTIONS All rights reserved.

3 INDIVIDUAL RESEARCH & ADVISORY SUBSCRIPTIONS E SSENTIAL R ESOURCES F OR Y OUR C USTOMER E XPERIENCE J OURNEY Temkin Gorup Research & Advisory Subscriptions provide organizaitons with the ongoing insights and advice that they need to accelerate their customer experience efforts. Customer experience transformaion isn t easy, but these resources will equip you with the knowledge and tools you need to drive sustainable change across your organizaiton. Tap into a continuous flow of leading- edge insights. INSIGHTS AND ADVICE FOR INDIVIDUALS TO ACCELERATE THE PATH TOWARDS CUSTOMER- CENTRICITY Individual Research & Advisory Subscriptions allow individuals within an organization to gain access to all of s published research and data (including Temkin Ratings). Our research focuses on delivering relevant insights and practical advice in a number of formats: BEST PRACTICES ASSESSMENTS & BENCHMARKS TRENDS & ROI Learn from rich content Use tools & data to evaluate Learn CX economics and case studies your competency & maturity and future directions Examples of Research:! Lessons in CX Excellence! State of EE Activities! ROI of CX! Five C s of Mobile VoC! State of Voice of the Customer! Economics of Net Disruption Programs Promoter Score! The Federated CX Model! State of CX Management! Channel Preferences! Emotion- Infused! Net Promoter Score Benchmark! What Happens After a Experience Design Study Good or Bad Experience CUSTOMIZED ADVICE FROM CX TRANSFORMISTS: Research & Advisory Subscriptions also include a variety of ways for you to interact with and get help for your specific needs. STRATEGY SESSION ADVICE ON CALL ON DEMAND WEBINARS Review your annual CX plans Receive feedback on questions Enjoy unlimited access or get feedback on an idea about the research or any to a library of informative or important decision with related CX topics by submitting webinars that have been a 90- minute call. inquiries that can be answered previously recorded. with a short or call. ANNUAL PRICING: Individual Research & Advisory Subscriptions are for practitioner organizations, and are not available for customer experience vendors. The content is licensed for access by named individuals within your organization. Here are the available packages: 1 person: $3,000 (includes no inquiries or strategy sessions) 5 people: $12,000 (includes 3 inquiries and no strategy sessions) 10 people: $20,000 (includes 6 inquiries and 1 strategy session) Additional people: $1.5K per person above 10 people Note: Subscriptions only allow for the internal use of content, and do not allow for sharing or redistributing of the content to anyone beyond the named subscribers. TEMKINGROUP.COM/SUBSCRIPTIONS All rights reserved.

4 TEMKIN GROUP IN- HOUSE TRAINING I NTERACTIVE AND E NGAGING L EARNING E XPERIENCES has designed its training programs to be engaging, fun, and above all, informative. Because we believe that people learn best when they actively apply what they are learning to their own specific situations, our training sessions combine multiple teaching modes to help participants better internalize the information and adopt new behaviors. Our teaching modes include lectures, interactive discussions, small- group exercises, self- assessments, and action planning. In addition to our workshops, the CX Institute provides cost- effective online training for a much wider audience from first line supervisors to your executive team to instill a customer- centric mindset across your organization Let us teach your group leading- edge skills. BUILD STRONG SKILLS ACROSS YOUR ORGANIZATION If you want to learn about customer experience, then there s no better instructor than. We can help your employees build a foundation of the basics or learn advanced techniques for propelling your organization s customer experience from good to great. We take training very seriously, constantly fine- tuning our approach to delivering leading- edge content through compelling learning experiences. Let increase your employees capabilities through our tailored training programs. TEMKIN GROUP S UNIQUE TRAINING ADVANTAGE:! Instructors with strong subject matter expertise and training skills.! Extensive experience delivering interactive training sessions.! Leading- edge content continuously fueled by ongoing research.! Instructional design mindset for incorporating multiple learning methods.! Large library of interactive curriculum segments to customize for your needs.! Blending workshop- based training with the CX Institute s online training. TYPICAL AUDIENCES FOR TEMKIN GROUP TRAINING:! Executives and leadership teams! Customer experience professionals! Customer experience ambassadors EXAMPLES OF TRAINING TOPICS:! Customer Empathy and Awareness! Customer Journey Mapping! Customer Experience Transformation! Leading Culture Change! Employee Engagement! Purposeful Leadership! Mastering Voice of the Customer Programs TRAINING FEES FOR U.S. AND CANADA BASED WORKSHOPS: (Does not include expenses. We will provide a quote for other regions.) <20 attendees 20 to 50 attendees >50 attendees Half- Day Workshop $12,000 $15,000 Custom Quote One- Day Workshop $18,000 $23,000 Custom Quote Two- Day Workshop $30,000 $35,000 Custom Quote TEMKINGROUP.COM/TRAINING All rights reserved.

5 TEMKIN GROUP CONSULTING SERVICES A DVICE F ROM T HE CX E XPERTS consulting services gives organizations the targeted advice and the knowledge they need to build up their customer experience skills. Instead of deploying an army of consultants, we empower our clients to successfully drive change on their own. helps companies improve their performance across a wide range of areas, including CX organizational structure and plans, employee engagement, purposeful leadership, compelling brand values, voice of the customer programs, experience design, and CX metrics. Tap into our expertise from working with and researching 100 s of companies. ADVICE TO ACCELERATE YOUR CUSTOMER EXPERIENCE JOURNEY CX Transformists will use their expertise from researching and working with hundreds of companies to provide you with personalized advice to guide your organization through every stage of its journey, whether you re just starting out or looking for new ways to gain an edge. AREAS WHERE TEMKIN GROUP CAN HELP We help companies across a wide range of areas, including:! Customer- centric culture transformation! CX strategy, structure, and plans! Voice of the customer programs! Metrics and measurements! Experience design and innovation! Employee engagement! Purposeful leadership TEMKIN GROUP SERVICE OFFERINGS We can configure these services into a program that will fit your needs:! Operational Assessments: will evaluate your customer experience strategy and plans to make sure that you re on the right track. We ll identify performance gaps and recommend next steps. These assessments can range from a single on- site strategy day to a longer- term ongoing engagement.! Leadership Coaching: will provide ongoing support for CX teams and executives who are leading transformation efforts. Whether you need feedback on a strategic issue, advice on a new initiative, recommendations on a vendor selection, or just a sounding board, we ll be there to support your needs.! Off- Site Events: will design and deliver customized sessions to meet your particular needs. Whether it s for an all- employee meeting, a CX team offsite, an executive retreat, or for an educational webinar, we will provide informative and inspiring content as speakers and facilitators.! Experience Evaluations: will evaluate your customer experiences (Web, phone, store, cross- channel) using our SLICE- B expert review methodology. These projects will identify key strengths and weaknesses and can be used to compare experiences with competitors as well as with best- in- class firms.! Interactive Training: offers a wide variety of training services, including open- enrollment workshops, in- house workshops, online training, and customized programs. Participants learn how to apply leading- edge practices through a combination of presentations, discussions and interactive exercises. TEMKINGROUP.COM/TRAINING All rights reserved.

6 DYNAMIC TEMKIN GROUP SPEAKERS L EARN, L AUGH, AND R EMEMBER delivers highly engaging and entertaining speeches about leading- edge customer experience practices and trends. We regularly speak to audience that range from small, intimate groups of executives to main stage keynotes in front of hundreds of attendees. Let us inform, entertain, and inspire your audience. HIGH- IMPACT SPEAKERS FOR ALMOST ANY EVENT helps many of the world s leading brands transform their customer experience. Our CX Transformists can share their deep expertise and compelling speaking skills to help you deliver a memorable event. TEMKIN GROUP S UNIQUE SPEAKING ADVANTAGE:! World- class speakers with strong subject matter expertise.! Leading- edge content continuously fueled by ongoing research.! Collaborative tailoring of our presentation to meet your goals.! (If requested) Listing of your event on the Customer Experience Matters blog and in s monthly newsletter. TYPICAL SPEAKING ENGAGEMENTS:! Keynote addresses at customer meetings or industry events.! Sessions with partners to create alignment! Marketing road shows for clients and prospects! Planning offsites to inspire attendees into action! Leadership meetings to develop a common vision! Webinars, for both external marketing and internal training EXAMPLES OF SPEECH TOPICS:! CX Trends and Best Practices! Voice of the Customer Trends and Best Practices! Employee Engagement Trends and Best Practices! Purposeful Leadership! Compelling Brand Values! Customer Experience Transformation! Customer Experience Culture! Customer Journey Mapping! The Power of Emotion SPEAKING FEES FOR U.S. EVENTS: These are s standard speaking fees (subject to change). Expenses are extra and international speeches are slightly more expensive. <80 attendees 80+ attendees Bruce Temkin $10,000 $15,000 Aimee Lucas $7,000 $10,000 Jen Rodstrom $7,000 $10,000 Webinars range in cost from $5,000 for internal audiences to $9,000 for external audiences TEMKINGROUP.COM/SPEAKING All rights reserved.

7 CX INSTITUTE OVERVIEW ONLINE TRAINING FOR A CUSTOMER- CENTRIC MINDSET ACROSS YOUR ORGANIZATION K NOWLEDGE, S KILLS & M INDSET F OR C USTOMER- C ENTRIC O RGANIZATIONS CX INSTITUTE IS THE GOLD STANDARD FOR SELF- PACED CUSTOMER EXPERIENCE (CX) LEARNING. THE CONTENT IS BASED ON TEMKIN GROUP S EXTENSIVE RESEARCH AND CONSULTING ON BEST AND EMERGING PRACTICES IN CX TRANSFORMATION. CX INSTITUTE IS A DIVISION OF TEMKIN GROUP, A LEADING CX RESEARCH, CONSULTING, AND TRAINING FIRM. THE FIRM HELPS MANY OF THE WORLD S LARGEST BRANDS LEAD TRANFORMATIONAL JOURNEYS TOWARDS CUSTOMER- CENTRICITY AND BUILD LOYALTY BY ENGAGING THE HEARTS AND MINDS OF THEIR CUSTOMERS, EMPLOYEES, AND PARTNERS. info@cxinstitute.com The customer experience you deliver is a reflection of your culture and operating processes; everyone in your organization is responsible for customer experience. ABOUT THE CX INSTITUTE The CX Institute is a training organization dedicated to helping organizations become more customer- centric. Our elearning offerings provide the knowledge and skills for all levels of employees within an organization to build and sustain a stronger focus on customers. Our goal is to activate and guide customer- centric leaders. THE CX INSTITUTE ADVANTAGE: The CX Institute is not a typical training firm. Here are some of the reasons why:! Our training is based on s leading- edge customer experience research and work with 100s of companies.! Our content is tailored for leaders who have limited familiarity with customer experience concepts, as well as for those who have a deeper understanding of CX.! Our elearning modules are highly interactive and designed for learners to think and reflect on their personal role in driving customer- centricity.! We can configure learning journeys that contain our elearning training modules and supplemental materials with your content to help drive change in your organization.! You can augment CX Institute elearning with 's in- person workshops. IDEAL LEARNERS: Our training is designed for all groups across your organization, including those who lead finance, IT, marketing, sales, operations, engineering, and HR. The training helps:! Executive teams understand the breadth of what it takes to lead a customer- centric organization.! Middle managers feel empowered to consistently make customer- centric decisions.! Supervisors understand what their people need to do to deliver consistently good customer experience. CX INSTITUTE OFFERINGS: The CX Institute has two types of offerings:! Individual Learning Journeys. Individuals can purchase access to specific learning journeys at the CXInstitute.com website.! Corporate Learning Journeys. License our training for 100s or 1,000s of employees. We can work with you to tailor our learning journeys, or you can license our SCORM compatible elearning modules to use within your organization s learning management system (LMS). All rights reserved.