Google Lessons On Marketing, Not Rapping

A couple of months ago, I got an email from a McGraw-Hill publicist looking to mount a “blog tour” for a new book, Everything I Know about Marketing I Learned from Google. Since it sounded like an innovative way to market a book, I agreed to participate.

The author of the book, Aaron Goldman, made customized videos for participating blogs. He actually does a nice job weaving-in content from my posts; calling Google the poster child for our SLICE-B methodology.

Watch this video all the way to the end and you’ll see Goldman rapping. Hopefully his book does well, because he has no future in music.

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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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