The latest Customer Experience stories & insights

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 growth be decreasing although the NPS is very high?” I get asked ver...

By Bruce Temkin

Contact Centers Must Morph into Relationship Hubs

I originally published this content in an article on CMSWire… For years, companies have relied on their contact centers to deal with customer interactions—from technical support to requesting ...

By Bruce Temkin

Eight FAQs About Customer Journey Mapping

Here’s an example of a CJM we created to showcase the power of CJMs. Note how the journey represents the customer’s point of view and not just the company touchpoints. Often times, companies mi...

By Bruce Temkin

Three Models of B2B Customer Experience

Most of the things that are written about customer experience deals with business-to-consumer (B2C) activities. The Temkin Experience Ratings, for instance, deal solely with B2C interactions. So it...

By Bruce Temkin

6 Ds for Voice of the Customer Programs

The report identifies 20 best practices across these 6 Ds that will increasingly push companies to invest in Customer Insight and Action (CIA) platforms and force market research organizations to ra...

By Bruce Temkin

Customer Responses, from Angry to Adoring

Every time customers interact with your company, they have some emotional reaction to the event. While there are many, many ways to look at an individual’s reaction to a situation, the Temkin Grou...

By Bruce Temkin

Your Customers Don’t Really Care That Much About You

Many times when I’m working with companies on their customer experience efforts, I run into the same problem: “self-centeredness.” This isn’t a character flaw of Forrester clients, just a b...

By Bruce Temkin