Bruce Temkin – How do you align the direction and the perception of all the people who are following you?
Co-hosts Jan Rutherford and Jim Vaselopulos interview Bruce Temkin, Customer Experience Transformist and Managing Partner of Temkin Group. Bruce is widely viewed as a customer experience visionary, helping large companies define and accelerate their customer experience journeys. He trains leaders the principles of purpose, brand value, employee engagement, and customer connectedness, helping them transform their organizations to provide a superior customer experience. Listen in to learn how to improve your organization with purposeful customer connections.
[3:35] Customer emotion drives loyalty. We’ve named 2016 as the year of emotion.
[5:26] While in a small group, emotional intelligence is important, and in a big organization, it is even more important to convey a sense of purpose.
[9:35] How to use immersive exercises in experiential design by thinking of it through the eyes of the customer, such as a grandmother who has never purchased online.
[13:31] How people make a majority of decisions based on their intuitive subconscious mind.
[18:13] Managing customer needs in concentric action loops with immediate response, corrective action, continuous improvement, and strategic change.
[22:12] Why the biggest cause of catastrophe is failure in the feedback loop.
[27:12] Is the issue that you don’t have enough metrics on a system, or is it that you don’t understand what’s going on in the first place?
[34:10] The customer experience you deliver is a reflection of your culture. Four elements define a customer-centric culture: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.
[39:38] As a leader, the question is what do you have to do to align the direction and the perception of all the people who are following you?
Connect with Bruce here:
“Being purposeful embodies more than emotional intelligence. In fact it’s even possible to be purposeful without having emotional intelligence.”
“You’re unlikely to be successful if you treat people horribly all the time.”
“No successful leader I know is driving their business based on a whole bunch of metrics.”
“The ultimate goal is about being seen and understood as being purposeful.”
Biography:
Bruce Temkin holds a master’s degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds an undergraduate degree in mechanical engineering from Union College.
As an executive officer and co-founder of two Internet start-ups, he led the development of the first purely Internet-based retail brokerage system and led operations in the US, China, Israel, and Japan. He also held management positions at General Electric, Fidelity Investments, and Stratus Computers.
Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company’s financial services, e-business, and customer experience practices. He authored many of Forrester’s most popular research reports and was the most-read analyst for 13 consecutive quarters and created Forrester’s Customer Experience Index.
He is the Chairman Emeritus and co-founder of the Customer Experience Professionals Association.
Bruce’s research focuses on identifying current and emerging best practices. He has published seminal reports such as The ROI of Customer Experience, The Future of Customer Experience, and The Four Customer Experience Core Competencies. He uses this insight to advise companies on their customer experience journeys, and identifying opportunities for sustainable breakthrough performance.
Bruce is the author of the blog Customer Experience Matters®, one of the most popular blogs on customer experience. He regularly posts insights on topics such as customer experience, corporate culture, branding, and leadership.
These are the books mentioned in Bruce’s podcast.
Thinking Fast & Slow
This book is so incredibly mind-blowing in how it explains how we think and make decisions. Fascinating. It is a tough read, but great on audio book.
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The Power of Habit
In The Power of Habit, Pulitzer Prize–winning business reporter Charles Duhigg takes us to the thrilling edge of scientific discoveries that explain why habits exist and how they can be changed. As Duhigg shows, by harnessing this new science, we can transform our businesses, our communities, and our lives.
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How to Win Friends and Influence People
For more than sixty years the rock-solid, time-tested advice in this book has carried thousands of now famous people up the ladder of success in their business and personal lives.
Now this previously revised and updated bestseller is available in trade paperback for the first time to help you achieve your maximum potential throughout the next century! Learn:
* Three fundamental techniques in handling people
* The six ways to make people like you
* The twelve ways to win people to you way of thinking
* The nine ways to change people without arousing resentment
The Paradox of Choice: Why More Is Less
Whether we're buying a pair of jeans, ordering a cup of coffee, selecting a long-distance carrier, applying to college, choosing a doctor, or setting up a 401(k), everyday decisions—both big and small—have become increasingly complex due to the overwhelming abundance of choice with which we are presented.
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