Bruce Temkin

Domino’s Misses Customer Experience Mark

After we released the Temkin Experience Ratings for fast food restaurants, a Business Insider report asked Domino’s to comment on the pizza giant’s ranking (15th out...

Customer Effort, Net Promoter, and Thoughts About CX Metrics

There’s been a recent uptick in people asking me about Customer Effort Score (CES), so I thought I’d share my thoughts in this post. As I’ve written in...

Why Net Promoter Score May Not Align With Business Results

I just received a great question: “Why do companies have a very healthy growth although their NPS is low and vice versa why can...

Debunking Businessweek’s Analysis of Customer Service

I've received many, many emails asling me to respond to an article in Businessweek "Proof That It Pays to Be America's Most-Hated Companies," The...

Design Experiences to Nudge Consumers

An ever-increasing body of scientific evidence indicates that humans are not completely rational decision-makers. Instead our default is to make decisions intuitively at the...

Prices Drives Many, But Not Most, Purchase Decisions

We surveyed 10,000 U.S. consumers about the purchases of 14 items they had made during the previous 90 days, asking them to identify the...

Bezos Letter Describes Amazon’s Customer-Centric Blueprint

In his recent letter to shareholders, Amazon.com CEO Jeff Bezos provides insight into a truly customer-centric organization. The letter demonstrates how Amazon operates with a...

How to Turn Customer Experience Vision into a Competitive Edge: Inside Scoop with Bruce...

CustomerThink Founder/CEO Bob Thompson interviews Customer Experience thought leader Bruce Temkin about insights gained from recent award winners, including what it takes for business...

Seven Steps for Developing Customer Journey Maps

In Temkin Group's previous report on B2B CX best practices, we provide examples of companies using a customer journey map (CJM), which is a...

American Airlines + US Airways = Worst Customer Experience

As an update to my previous post, American Airlines and US Airways formally announced their merger. According to our 2012 Temkin Ratings, they are the two...

Is Your Mission Inspiring Employees?

In Temkin Group's recent consumer benchmark study, we asked a number of questions about how full-time employees view their employers. Using the dataset, I...

Report: What Happens After A Good or Bad Experience?

We just published a Temkin Group report, What Happens After A Good or Bad Experience? This large-scale consumer study uncovers negatively biased feedback and significant...

Should Customer Feedback Scores Drive Compensation?

A lot of industry pundits suggest that tying compensation to customer feedback is a good thing. But is it really?!? My take: I’ve seen situations...

Has Social Media Hype Distracted Managers from Delivering Experiences that Matter? Inside Scoop with...

Bob Thompson interviews Bruce Temkin, a thought leader in Customer Experience Management, about his new report, The Current State of Customer Experience. Topics include: Why...

Customer Experience Correlates to Loyalty

I just published a report called The Business Impact Of Customer Experience that I think will have a significant impact on how companies think...

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