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.
Which industries know how to satisfy their customers, and which ones have more work to do?
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.
It doesn't matter how much data you have if you don't integrate your data sets, says market researcher Matthias Hartmann.
Radio version 2014 delivers an exciting palette of marketing tools to make the medium of sound more effective for direct response advertisers.
How marketers can navigate the new customer engagement era.