Bruce Temkin
Bruce Temkin
I'm an experience (XM) management catalyst; helping organizations engage the hearts and minds of their employees, customers, and partners. I lead the Qualtrics XM Institute, which is fueling a global community of XM Professionals to radically improve the human experience. Our team focuses on thought leadership, training, and community building. To understand me, read my manifesto: Experience Matters (https://experiencematters.blog/2020/02/27/my-manifesto-experience-matters/)
Adjusting your CX program to deal with COVID-19
Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink how it operates. As Experience Management (XM) professionals,...
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 Temkin
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 Bruce Temkin
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...