TEMKIN GROUP OVERVIEW

Transcription

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 TEMKIN GROUP VENDOR MARKETING SERVICES A TTRACT A ND E NGAGE C LIENTS has a pulse on what companies are doing to become more customer centric snd understands what they are looking for from vendors. Tap into our insights and visisbility. WE HELP VENDORS REACH THEIR TARGET MARKET is an independent research firm, so we do not endorse vendors nor do we accept compensation for making recommendations. We do, however, provide services to help vendors better connect with clients and prospects. MARKETING AND LEAD GENERATION: Reach prospects and delight customers by tapping into our rich content and strong brand recognition.! Speeches: Whether you re planning an annual customer conference or a marketing road show across multiple cities, can provide informative, entertaining speeches across a wide variety of topics.! Webinars: can help draw attendees to your webinars by providing compelling, research- based presentations.! Research Licensing: License our published research to use as lead generators in your marketing campaigns. RESEARCH & ADVISORY SUBSCRIPTIONS: Gain access to s ongoing insights.! Research Access: Keep up to date with access to all of s published research and data (including Temkin Ratings).! Strategy Session: Use a 90- minute telephone call with to review your strategy or to gain feedback on a key decision.! Inquiries: Contact up to 10 times per year to get some quick advice on topics such as key trends, strategic decisions.! Discounts: We ll take $1,000 off of additional services such as speeches, webinars and strategy days. PRODUCT AND MARKETING STRATEGY: can provide you with advice and guidance during strategy calls or full strategy days.! Roadmap Reviews: will evaluate your product and marketing plans to make sure that they are aligned with the needs of customer- centric organizations.! Marketing Reviews: will review your marketing plans to ensure that you deliver the right message to the right audience. All rights reserved.

3 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.

4 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.

5 CX INSTITUTE: HELPING CX VENDORS BETTER SERVE CUSTOMERS ONLINE TRAINING THAT PROVIDES A DEEP UNDERSTANDING OF CUSTOMER EXPERIENCE 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) ONLINE TRAINING. THE CONTENT IS BASED ON TEMKIN GROUP S EXTENSIVE RESEARCH AND CONSULTING ON BEST PRACTICES IN CX TRANSFORMATION AND IS DESIGNED USING LEADING- EDGE ELEARNING TECHNIQUES. 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. 617/ (tel) 617/ (fax) info@cxinstitute.com If you sell technologies or services that improve customer experience, then your organization should fully understand 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 mindset and skills for all levels of employees within an organization to build and sustain a stronger focus on customers, and to understand the key components of customer experience. It is the perfect training for organizations that sell CX products and services. 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. Our training is fully online and you can track learner usage. You can augment CX Institute elearning with 's in-person workshops. IDEAL LEARNERS: Our training is designed for all groups across your organization. The training helps: Sales teams understand the components and drivers of customers experience and become more fluent with customers during the sales cycle. Account managers understand what it takes to improve customer experience, so they can ensure your clients success with your products and services. Product teams understand the full breath of customer experience, so they can develop more impactful products. The entire organization understand more about customer experience, so they can be more well-versed in how your company helps its customers. CX INSTITUTE OFFERINGS: The CX Institute has two types of offerings: Individual Learning. Individuals can purchase access to specific learning modules at the CXInstitute.com website for $295 per learner. Corporate Learning. License our training for 100s or 1,000s of employees. We can work with you to tailor an elearning package that we host, or you can license our SCORM compatible modules to use within your learning management system (LMS). All rights reserved.