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<title><![CDATA[Bruce Temkin]]></title>
<link>/profile/bruce-temkin/btemkin340/rss20/</link>
<description><![CDATA[I help large organizations increase customer loyalty.
My work consists of two parts: 1) researching leading-edge approaches to customer experience; 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 small executive teams).
Visit my blog: http://experiencematters.wordpress.com/]]></description>
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<title><![CDATA[American Airlines Fails In Service Recovery]]></title>
<link>http://experiencematters.wordpress.com/2009/11/21/american-airlines-fails-in-service-recovery/</link>
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<pubDate>Sat, 21 Nov 2009 09:39:04 EST</pubDate>
<description><![CDATA[Yesterday was a real “fun” day. When I arrived at the San Francisco airport at noon for my 1:40 flight, I was informed that the flight was delayed until 7:30 PM. After a few seconds it sunk in — I wasn’t going to make it home last night.]]></description>
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<title><![CDATA[Participate In Forrester’s Q4 2009 Customer Experience Survey]]></title>
<link>http://experiencematters.wordpress.com/2009/11/18/participate-in-forresters-q4-2009-survey/</link>
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<pubDate>Wed, 18 Nov 2009 00:46:15 EST</pubDate>
<description><![CDATA[Forrester's annual survey on customer experience strategy and spending.]]></description>
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<title><![CDATA[16 Voice Of The Customer Recommendations]]></title>
<link>http://experiencematters.wordpress.com/2009/11/16/16-voice-of-the-customer-recommendations/</link>
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<pubDate>Mon, 16 Nov 2009 02:33:02 EST</pubDate>
<description><![CDATA[I recently published a report called Sixteen Voice Of The Customer Recommendations. To uncover this advice, I analyzed the 40 nominations submitted for Forrester’s Voice Of The Customer (VoC) Award from earlier this year. I examined responses to the...]]></description>
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