Off Topic: Celtics Grab #17

I was a bit tired this morning after cheering away my voice at “The Garden” last night. I’ve been really lucky to see a number of games during the NBA playoffs, including last night’s finale. It was amazing! The place was incredibly electric; we stood for the entire second half. And I’ve never been in a building that was quite that loud. Especially with the ongoing chant of DEE-FENCE.

The Celtics showed what it’s like when a group of people play like a team. By working together, they were able to shut down the extremely potent LA Lakers offense. There’s probably something I could say about customer experience or leadership, but I’ll skip that and just savor the moment: The Celtics are the 2008 NBA Champions! 

Here’s my favorite picture…

The bottom line: Go Celtics!

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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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