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.
How the good, the bad, and the ugly customer experiences impact your business.
A wining customer experience starts with a winning company experience.
Mature, high-performing VoC programs comprise four main elements.
How marketers can align their marketing with their customers' journey.
4 reasons marketers should care about customer service and how it affects their branding and customer retention efforts.
What marketers need to know about Net Promoter Score.
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.
A growing number of marketers are making digital marketing a top-shelf priority.
Think of telemarketing as a long-term activity, built on a solid database marketing approach, and you'll reap its greatest rewards.
Sales attribution is imperative for a company and its growth.