Listen To The 6 New Management Imperatives

As a follow-up to my posts about the 6 new management imperatives, I was interviewed by Jennifer Jones for her site Marketing Voices. I had laryngitis for three days before it was recorded. So if you don’t mind hearing my hoarse voice, here’s the podcast: 

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The bottom line: It’s not quite Coldplay, but I hope that you enjoy it.

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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 (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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