Human Resources Departments Need to Get More Involved in Customer Experience, According to Research Firm Temkin Group Survey of 300 HR Professionals Uncovers a Lack of Focus on Employee Engagement
WABAN, Mass., Sept. 26, 2012 /PRNewswire/ -- Temkin Group, a leading market research and consulting firm that helps organizations improve their customer experience, released a new groundbreaking research report: "CX Needs More HR Focus on Employee Engagement." The study, which is based on a survey of more than 300 HR professionals from organizations with at least 1,000 employees, examines how HR professionals are supporting customer experience efforts within their organizations.
Temkin Group's research shows that engaging employees is a cornerstone to long-term business results and customer experience success. While most HR professionals understand the importance of engaging employees and creating a customer-centric culture, only 15% of them are significantly helping in those efforts. Instead, HR departments focus more on traditional HR functions such as recruiting and hiring.
"Employee engagement is critical for customer experience success," states Bruce Temkin, Managing Partner of Temkin Group. Temkin goes on to say "We're excited to be publishing this research which should appeal to both customer experience and human resources professionals. The results provide a compelling case for these two groups to work more closely together in the future."
The HR professionals that participated in the study completed Temkin Group's assessment tool that identifies the level of HR support for customer experience efforts. Only 12% of organizations earned ratings of "good" or "very good" on the assessment, while 26% received ratings of "very poor" or "broken."
The research also compared companies that are customer experience leaders ("CX Leaders") in their industries with other companies. Here are some of the findings from that analysis:
- Seventy-seven percent of CX Leaders had business results that moderately or significantly outperformed their competitors, compared with only 33% of other firms.
- Fifty-four percent of HR departments within CX Leaders earned a rating of "okay" or better on Temkin Group's assessment of HR support for customer experience, compared with only 20% of HR organizations in other firms.
- Seventy-two percent of HR departments within CX Leaders are considerably helping their companies become more customer-centric, compared with only 37% of HR organizations in other firms.
- Fifty-seven percent of HR departments within CX Leaders are Incorporating customer experience into training and employee on-boarding, compared with only 32% of HR organizations in other firms.
The report, CX Needs More HR Focus on Employee Engagement, can be accessed from the blog, Customer Experience Matters, at ExperienceMatters.wordpress.com as well as from the Temkin Group website, www.TemkinGroup.com.
For more information about Temkin Group, visit www.TemkinGroup.com.
About Temkin Group
Temkin Group is a leading customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer-centric. The company combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their results. For more information, contact Bruce Temkin at 617-916-2075 or send an email to firstname.lastname@example.org.
About Bruce Temkin
Bruce Temkin is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the author of a very popular blog, Customer Experience Matters (ExperienceMatters.wordpress.com). Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.
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SOURCE Temkin Group