The Customer Experience Journal
Trends To Watch In 2011+
December 2010

First of all, I want to wish you and your family a wonderful holiday season and a happy, healthy, and prosperous 2011!

It's hard to believe that the year is already coming to an end. We founded Temkin Group in May and it's been a wonderful adventure. We're very thankful for all of our great clients and are looking forward to  helping them push the envelope on their customer experience efforts next year.

We also have a lot of great research already in the works; including results from our year-end survey (click here to take the survey) and a review of online store finders.

Also, to get into the holiday spirit, we're offering a 25% discount on all of our published research through December 17th. Just use the coupon code: TGholiday25

                      Get 25% off Temkin Group research
Content Update: Key Trends For 2011 And Beyond

In a recent post called 8 Customer Experience Trends For 2011, I discuss how the following "megatrends" (that I introduced earlier in the year) will play out next year.

     8 Customer Expeirence Megatrends 

Here are some other recent posts from the Customer Expeirence Matters blog that you might want to check out:
Man's fortunes are according to his pains.
If little labour, little are our gains: 

You may also want to check out my recent post on the 1to1 Blog: What's Your Customer Experience Plan For 2011?

Temkin Group Update

If you're looking to accelerate your organization's customer experience transformation in 2011, here are a few of the ways that Temkin Group can help:
  • Assessments of customer experience efforts, to identify gaps and opportunities to accelerate your transformation efforts
  • Speeches and webinars on a wide range of customer experience and leadership topics
  • Interactive workshops for executive teams or other groups to gain alignment around key customer experience principles and priorities or to develop plans in areas such as voice of the customer programs
  • Educational curriculum to establish and reinforce an understanding of proven customer experience principles across an organization
  • Strategy reviews of marketing and product plans for vendors who want to help companies transform their customer experience
If you're looking for help today, or putting together your plans for 2011, drop me a line at, visit our Website at, or give us a call at (617)916-2075.
And don't forget to participate in our Q4 2010 survey.
Happy New Year!


Bruce Temkin
Customer Experience Transformist
& Managing Partner
Temkin Group
In This Issue
> Trends For 2011+
>Temkin Group Research Reports
> 4 Customer Experience Competencies
Temkin Group Insight Report- The Current State Of Customer Experience

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