Something More Important Than Customer Experience

Yes, there are definitely things that are more important than customer experience — especially when it comes to your health, your family, and your family’s health. That’s why I want to post an appeal in my blog.

This will be the second year that my entire family participates in the Boston Marathon Jimmy Fund Walk. We feel that this is a great opportunity for us to remember our many family members and friends that have lost the battle with cancer, others that are fighting cancer, and the lucky ones that are cancer survivors. And at the same time we can raise money for a great institution, The Dana-Farber Cancer Institute.

I am walking to honor the memory of my sister, Susan Cutler, who lost her battle with cancer in 1997 at the age of only 38. 

Cancer is a horrible disease that has touched most of us in some way. Hopefully, fundraising efforts like this Boston Marathon Jimmy Fund Walk will help find cures for many types of cancer and provide life extending treatment for many others.

To that end, I’d like to offer you the opportunity to sponsor my walk. If you are inclined to make a donation, you can do so by visiting the following website:

Hopefully the money we raise will keep some families from going through the pain that my family went through 10 years ago.

Thanks for reading this far!

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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