Purple Goldfish Video Podcast Episode 26 – Bruce Temkin Interview


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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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Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


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