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
Three Characteristics of Transformational Leaders
I work with many companies aiming to become customer-centric organizations. These efforts are never easy, and they always require a multi-year journey. In order for an organization to sustain a chang...
By Bruce Temkin
The 6 Levels of Proactive Support
I’ve noticed a lot of discussion lately around proactive support. A host of technologies (analytics, alerts, mobile, etc.) are creating new ways for companies to better help customers with the...
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
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