Switching gears on the vodcast. This week we talk to a ‘Customer Experience Transformist’. I caught up with Bruce Temkin back in early August in NYC for an interview. Bruce is a thought leader in CX and a pioneer in researching the role customer experience plays in creating leading brands.
Here is a rundown of the topics we discuss:
– Who is Bruce Temkin and what is a CX Transformist?
– Why is customer experience so vital?
– The correlation between CX scores and stock price.
– What are the Six Laws of Customer Experience and which is the most important?
– What are the important things you need to remember on how to motivate employees?
– Why a systematic approach to CX is critical?
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Today’s Lagniappe (a little something extra) – This a video of Bruce speaking at a Forrester conference back in 2007. The title is ‘CUSTOMER EXPERIENCE = COMPETITIVE WEAPON’. Bruce discusses experience based differentiation:
Lagniappe defined: A marketing lagniappe, i.e. purple goldfish, is any time a business goes above and beyond to provide a ‘little something extra’. It’s that unexpected surprise that’s thrown in for good measure.
Where is the lagniappe in your marketing? What’s Your Purple Goldfish?
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