Blogs about: Ebd 3 Treat Customer Experience As A Competence
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It's Time To Engage Your Employees
As I was catching up on my reading, I ran across an article in BusinessWeek that discusses research from Gallup showing that less than 30% of the corporate workforce is truly engaged in its work. Why … more →
Customer Experience Matters
It's Time To Engage Your Employees
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Bruce Temkin wrote 4 months ago: As I was catching up on my reading, I ran across an article in BusinessWeek that discusses research … more →
Tesco Showcases Strategy + Culture
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Bruce Temkin wrote 1 year ago: I just read a post on the Harvard Business discussion board about a speech that Sir Terry Leahy, Tes … more →
Home Depot Still Has A Spark Of Customer Centricity
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Bruce Temkin wrote 1 year ago: I’m in the process of publishing a report called “The Customer Experience Journey” … more →
Customer Experience Is The New Quality
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Bruce Temkin wrote 1 year ago: As I discussed in “My Manifesto: Customer Experience Is Free,” today’s push for cu … more →
The CEO's (Key) Role In Customer Experience
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Bruce Temkin wrote 1 year ago: I recently discussed Ken Thompson’s impact on the customer experience at Wachovia. That post h … more →
Will Thompson's Departure Hurt Wachovia's Customer Experience?
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Bruce Temkin wrote 1 year ago: Last week, Ken Thompson (Wachovia’s CEO) was asked to retire by the bank’s board of dire … more →
Great Scene: Al Pacino On Cultural Change
Bruce Temkin wrote 1 year ago: My discussion with Tony Hsieh about the Zappos culture made me think about a scene from “Any G … more →
Discussing Zappos' Culture With Tony Hsieh
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Bruce Temkin wrote 1 year ago: As I mentioned in my post about popular customer experience topics, I’m currently researching … more →
86 Year-Old Chairman Still Talks To Customers
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Bruce Temkin wrote 1 year ago: There was an interesting article in the LA Times about Mercury Insurance chairman George Joseph … more →
Senior Execs Are Not Fully Customer-Centric
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Bruce Temkin wrote 1 year ago: As any regular reader of this blog knows, my research focuses on a concept called Experience-Based D … more →
Ford (Finally) Turns Employees Into Brand Ambassadors
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Bruce Temkin wrote 1 year ago: I just read a BrandWeek article called Ford Asks Employees, Dealers to Spread Ad Message that talks … more →
Joie de Vivre Engages Employees And Everyone Wins
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Bruce Temkin wrote 2 years ago: I just read an interesting article in Monday’s Wall Street Journal called Hotelier Finds Happi … more →
Words Of Wisdom: Walt Disney On EBD
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Bruce Temkin wrote 2 years ago: One of the key principles of Experience-Based Differentiation (EBD) is: Make customer experience a d … more →
