Return on Behavior Magazine
Home for marketing and customer service professionals



Customer Experience

September 20th, 2011

Brands who do it right

When it comes to building a successful brand, an unwavering dedication to making customers happy is an often forgotten but vital element. Earlier this year, Temkin asked 6000 US consumers to rate their interactions with different brands and ranked them accordingly.

by Column Five Media via


About the Author

Bruce Temkin

Who is Bruce?

Email: btemkin@forrester.com
Twitter: http://twitter.com/btemkin
Resume: Click here to download (.pdf)

I am a customer experience change agent; helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, 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.

My current position is Vice President & Principal Analyst at Forrester Research focusing on customer experience. My work consists of two parts: 1) researching leading-edge approaches to customer experience (here is my 2008 research agenda); and 2) helping large organizations improve their customer experiences. I also end up speaking to a variety of audiences (from keynote speeches at large events to workshops with executive teams).

Bruce D. Temkin VP & Principal Analyst, Customer Experience
Forrester Research, Inc.| p: 617/613-6044
400 Technology Square, Cambridge, MA02139

Blog: Customer Experience Matters


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