Boston Red Sox: 2007 AL East Champs!

While I could probably find some way to link the Red Sox American League East Division Championship to the customer experience themes of this blog, I won’t even try. As an avid fan, I just want to savor the moment. This picture on the Boston Dirt Dogs website says it all (I believe that Jonathan Pabelbon is the guy with the Bud Light case on his head) …

Red Sox Celebrate 2007 AL East Championship

The bottom line: Hip, hip, hooray for Red Sox Nation

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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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