Emotion: The Missing Link in Customer Experience (Video)

Enjoy this Temkin Group video, part of our celebration for “The Year of Emotion.

Enjoy other Temkin Group videos

CX Sparks: Guides For Stimulating Customer Experience DiscussionsThis video is a great introduction to a discussion with your team. That’s why we’ve created a CX Sparks guide that you can download and use to lead a stimulating discussion.

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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.

5 thoughts on “Emotion: The Missing Link in Customer Experience (Video)”

  1. Discover isn’t represented as one of the companies you evaluate. Could you connect me with someone who could outline what it would take to be included in these types of studies?

    Ashley Hagberg | Discover
    Sr. Manager, Customer Experience Strategy
    Customer Service & Engagement (CSE)
    2500 Lake Cook Road, Riverwoods, IL, 60015
    • (224) 405-1830 | • ashleyhagberg@discover.com

    1. Hi Marcia: We select the companies in each group that we believe have a large enough footprint to garner enough customer feedback (100+ consumer responses) for us to include in our published research. If you think that NFCU’s footprint is large enough in any of our categories, feel free to make your case in an email: bruce@temkingroup.com

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