Arizona Diamondbacks CEO Creates Fan-Centric Culture
Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. He proudly points to the core operating framework he ado...
By Bruce Temkin
NBA’s Oklahoma City Thunder CLICKs With Its Fans
In addition to the Thunder’s Pete Winemiller, Senior Vice President, Guest Relations and Danny Barth, Executive Vice President, Chief Administrative Officer, I was joined on the court by Gary Desja...
By Bruce Temkin
Seven Stages to a Data-Centric Mindset
Here are some tactics that analysts can use with their business partners at different stages of building a data-centric mindset: Stage 1: Resist: Try and understand the personal and professional...
By Bruce Temkin
5 Rules to Stop Employees from Gaming Your Feedback System
When an employee asks a customer to “give me a 10 on a survey or I’ll get fired,” can you really count on the accuracy of that customer’s rating? This may be an extreme example of “gaming f...
By Bruce Temkin
Five Questions That Drive Customer Journey Thinking
Customer journey maps (CJM) are one of the most popular CX tools and a frequent topic that people ask me about. CJMs are a representation of the steps and emotional states that a customer goes thr...
By Bruce Temkin
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
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