I am thrilled to announce the formation of a new consultancy dedicated to helping organizations become more customer-centric…
The Temkin Group was created based on four core beliefs:
- Customer experience drives loyalty. Our research and work with clients has shown that interactions with customers influences how much business they’ll do with you in the future and how often they recommend you to friends and colleagues.
- Improvement requires systemic change. Companies can improve customer interactions in isolated areas, but they can’t develop competitive advantage until customer experience is embedded in their operating fabric.
- It’s a journey, not a project. Building the capabilities to consistently delight customers doesn’t happen overnight. Companies need to plan for a multi-year corporate change initiative.
- We can help you make a difference. Transformation efforts aren’t easy, but leading your company to be more customer-centric is worth the effort. We are committed to helping our clients accelerate their results and avoid many of the bumps along the way.
The “Group” will have two initial partners: my wife Karen and me. Karen is a world-class consultant who has worked with executive teams on strategic, operational, and organizational issues for more than 20 years. As an officer at CSC Index, she ran many large-scale business re-engineering projects, including some that were highlighted in the book “Reengineering The Corporation.” Her recent work has been in the areas of governance, executive coaching, and organizational alignment.
I plan to continue as a thought leader in customer experience; uncovering best practices and disruptive trends in areas like voice of the customer, corporate culture, and leadership models. I also want to focus my energy on a much smaller group of companies than at Forrester. With deeper engagement, I hope to drive more change.
For years people have been telling me that I should write a book. Well, I’ve been listening. I don’t yet know what the exact topic will be, but I am thrilled about getting focused on that effort.
I can’t end this post without a little bit of selling…
Let us know if you need us to review your customer experience plans, present at an executive meeting, create a training workshop, or deliver a motivational speech. While our Website and other pieces of our infrastructure are still under construction, we are ready to help you right away.
The bottom line: If customer experience matters to you, then Temkin Group can help!