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.

Latest Columns

The Best and Worst Brands in Temkin Experience Ratings

The Best and Worst Brands in Temkin Experience Ratings

Which industries know how to satisfy their customers, and which ones have more work to do?

What Does a Bad Experience Cost Your Brand?

What Does a Bad Experience Cost Your Brand?

How the good, the bad, and the ugly customer experiences impact your business.

Marketers' Guide to the Six Laws of Customer Experience

Marketers' Guide to the Six Laws of Customer Experience

A wining customer experience starts with a winning company experience.

Marketers Need Results-Oriented Voice-of-the-Customer Programs

Marketers Need Results-Oriented Voice-of-the-Customer Programs

Mature, high-performing VoC programs comprise four main elements.

10 Customer Experience Tips for Marketers

10 Customer Experience Tips for Marketers

How marketers can align their marketing with their customers' journey.

Is Customer Service Killing Your Brand?

Is Customer Service Killing Your Brand?

4 reasons marketers should care about customer service and how it affects their branding and customer retention efforts.

Are You Keeping Score?

Are You Keeping Score?

What marketers need to know about Net Promoter Score.

Marketing by the Book—and Beyond

Marketing by the Book—and Beyond

4 lessons for marketers from Jeff Bezos and Amazon.com.

4 Ways to Map Marketing to Customers' Journeys

4 Ways to Map Marketing to Customers' Journeys

What every marketer needs to know about customer journey maps.

Which Brands Are the Most Functional, Accessible, and Emotional?

Which Brands Are the Most Functional, Accessible, and Emotional?

The 2013 Temkin Experience Ratings examines 246 large organizations for how well they address customer needs in three basic areas.

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