The Best Of Customer Experience Matters, Volume #4

It’s been a while since I published one of these “Best Of” posts. I like to start these with a big thank you to everyone who has been reading, linking to, writing about, and passing along my blog…

This is my 250th post, and it’s been 100 posts since my last “Best Of” entry. Here’s a look back at some of the major themes in those posts:

The bottom line: If you enjoyed the first 250 posts, keep reading and tell your friends about this blog.

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.

3 thoughts on “The Best Of Customer Experience Matters, Volume #4”

  1. Hi Bruce,
    I’ve been a Forrester client for some time and now also enjoy your blog. My perception is that most of the CxP studies cited (Forrester’s Q4 2007 Customer Experience Peer Research Panel Survey) and examples given are quite B2C focused. While the guiding principles may be the same for CxP whether B2B or B2C and an experienced Marketer can surely draw inferences and implications for B2B, it would be helpful to me if I were able to cite B2B stats and examples when making recommendations to my colleagues. I see your bio includes CxP”like” work at GE Power, perhaps you can draw on that experience and other B2B firms you have encountered in your work and provide a strictly B2B view?

    Many thanks!

  2. Marc: Thanks for your nice words.

    Doug: You’re right, my posts are much more oriented to the B2C world, since I spend most of my time working with companies in that area. Having said that, I started my career at Forrester running all of our B2B research, so I have a good sense of that space as well. I’ll post something in the near future that discusses B2B more directly. Thanks for the comment.

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