Purple Goldfish Video Podcast Episode 26 – Bruce Temkin Interview

by Stan Phelps on September 6, 2010 · 0 comments

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itunes marketing lagniappe video podcastEpisode #26 – Interview: Bruce Temkin

Switching gears on the vodcast. This week we talk to a ‘Customer Experience Transformist’.  I caught up with Bruce Temkin back in early August in NYC for an interview. Bruce is a thought leader in CX and a pioneer in researching the role customer experience plays in creating leading brands.

Here is a rundown of the topics we discuss:

– Who is Bruce Temkin and what is a CX Transformist?

– Why is customer experience so vital?

– The correlation between CX scores and stock price.

– What are the Six Laws of Customer Experience and which is the most important?

– What are the important things you need to remember on how to motivate employees?

– Why a systematic approach to CX is critical?


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Today’s Lagniappe (a little something extra) – This a video of Bruce speaking at a Forrester conference back in 2007.  The title is ‘CUSTOMER EXPERIENCE = COMPETITIVE WEAPON’.  Bruce discusses experience based differentiation:

Lagniappe defined: A marketing lagniappe,  i.e. purple goldfish,  is any time a business goes above and beyond to provide a ‘little something extra’.  It’s that unexpected surprise that’s thrown in for good measure.

Where is the lagniappe in your marketing? What’s Your Purple Goldfish?

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