Sep 21, 2016
Co-hosts Jan Rutherford and Jim Vaselopulos interview
Bruce Temkin, Customer Experience Transformist and Managing Partner
of Temkin Group. Bruce is widely viewed as a customer experience
visionary, helping large companies define and accelerate their
customer experience journeys. He trains leaders the principles of
purpose, brand value, employee engagement, and customer
connectedness, helping them transform their organizations to
provide a superior customer experience. Listen in to learn how to
improve your organization with purposeful customer connections.
Key Takeaways
[3:35] Customer emotion drives loyalty. We’ve named
2016 as the year of emotion.
[5:26] While in a small group, emotional intelligence
is important, and in a big organization, it is even more important
to convey a sense of purpose.
[9:35] How to use immersive exercises in experiential
design by thinking of it through the eyes of the customer, such as
a grandmother who has never purchased online.
[13:31] How people make a majority of decisions based
on their intuitive subconscious mind.
[18:13] Managing customer needs in concentric action
loops with immediate response, corrective action, continuous
improvement, and strategic change.
[22:12] Why the biggest cause of catastrophe is
failure in the feedback loop.
[27:12] Is the issue that you don’t have enough
metrics on a system, or is it that you don’t understand what’s
going on in the first place?
[34:10] The customer experience you deliver is a
reflection of your culture. Four elements define a customer-centric
culture: Purposeful Leadership, Compelling Brand Values,
Employee Engagement, and Customer Connectedness.
[39:38] As a leader, the question is what do you have
to do to align the direction and the perception of all the people
who are following you?
Resources Mentioned on the Show
Thinking
Fast and Slow, book by Daniel Kahneman
The Power of
Habit, book by Charles Duhigg
How to Win Friends and Influence People, book by Dale
Carnegie
Intensify Emotion
Bio
Bruce Temkin holds a master’s degree from the MIT
Sloan School of Management, where he concentrated in business
strategy and operations. He also holds an undergraduate degree in
mechanical engineering from Union College.
As an executive officer and co-founder of two
Internet start-ups, he led the development of the first purely
Internet-based retail brokerage system and led operations in the
US, China, Israel, and Japan. He also held management positions at
General Electric, Fidelity Investments, and Stratus Computers.
Prior to Temkin Group, Bruce spent 12 years with
Forrester Research during which time he led the company’s financial
services, e-business, and customer experience practices. He
authored many of Forrester’s most popular research reports and was
the most-read analyst for 13 consecutive quarters and created
Forrester’s Customer Experience Index.
He is the Chairman Emeritus and co-founder of the
Customer Experience Professionals Association.
Bruce’s research focuses on identifying current and
emerging best practices. He has published seminal reports such as
The ROI of Customer Experience, The Future of Customer Experience,
and The Four Customer Experience Core Competencies. He uses this
insight to advise companies on their customer experience
journeys, and
identifying opportunities for sustainable breakthrough
performance.
Bruce is the author of the blog Customer Experience
Matters®, one of the most popular blogs on customer experience. He
regularly posts insights on topics such as customer experience,
corporate culture, branding, and leadership.