Hopefully, you know by now that Temkin Group has labelled 2018, The Year of Humanity. We’ve been trying to propel people to embrace diversity, extend compassion, and express appreciation.
We’ve been doing research as part of that effort. In our latest consumer benchmark study of 10,0000 U.S. consumers, we added questions about how often people demonstrate those three behaviors. We then analyzed their responses based on how they rated the customer experience (CX) that their organization delivers. As you can see in the graphic below:
- When the level of CX improves, so does the prevalence of the three behaviors.
- For companies with above average CX, at least 70% of them have employees who mostly demonstrate the behaviors.
- For companies with below average CX, no more than 33% of them have employees who mostly demonstrate the behaviors.
The bottom line: Improving humanity is great for employees and customers.
This blog post was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.