Bruce Temkin, managing partner and customer experience transformist at Temkin Group, a customer experience research and consulting company. He is widely viewed as a leading expert in customer experience. Bruce is also the Chair and cofounder of the Customer Experience Professionals Association and author of the highly popular blog Customer Experience Matters. Previously, he spent 12 years with Forrester Research.
4 lessons for marketers from Jeff Bezos and Amazon.com.
What every marketer needs to know about customer journey maps.
The 2013 Temkin Experience Ratings examines 246 large organizations for how well they address customer needs in three basic areas.
Companies like EMC, Fidelity Investments, Oklahoma City Thunder, and Safelite AutoGlass use marketing to enhance the customer experience.
Marketers need to understand the key elements of CX; it may determine the success or failure of their efforts.
Customers are more likely to recommend and buy more from, as well as less likely to switch from, companies that are customer experience leaders.
Three steps to making and keeping a compelling brand promise
What's in our mailbox this month: fitness postcards from Retro Fitness, American Woman Fitness Centers, Union's United Taekwondo Academy, and Bally Total Fitness. (We're totally pumped.)
Social data can improve a brand's bottom line and customer relationships. Just ask brands Infiniti and Diamond Nexus.
Here are three must-have data sets that every marketer should include in his or her email strategy.