The Four Customer Experience Core Competencies

In the latest Temkin Insight Report, The Four Customer Experience Core Competencies, it highlights what it takes for an organization to become truly customer-centric. The report focuses on these four competencies: Purposeful Leadership: Companies need to make sure that all of their HR practices reinforce the company’s purpose. Tony Hsieh, the CEO of Zappos, explained … Read more

Customer Experience Lessons from the ABCs of Life from Annette Franz Gleneicki

Annette Franz Gleneicki shared this post, this last Tuesday, December 18, 2012, on her blog, CX Journey and I had to past it along. As Annette states, “There are a lot of general life lessons that can be applied to the world of customer experience.” Here are the ABCs she shared: Accept Differences:  Customers are … Read more

25 Best Practices to Employee Engagement

The Temkin Group recently published The Five I’s of Employee Engagement. As recent research has shown us the direct correlation between employee engagement, customer loyalty and profitability, this report spells out the 25 best practices based on interviews with companies that lead in this area. Here are the results: Inform 1. Follow a thorough communication … Read more

To Maintain Quality, We Must Do Some Pruning

Jason Fried, of 37 Signals, wrote this in his recent blog, Pruning: Making room for something new: “It’s so easy to create (because creating is fun), but it’s also easy to ignore (because ignoring doesn’t involve work). Over time, if you create too much and don’t clean it up, you can lose control over quality. Quality, … Read more

Lessons From Apple: Schedule-driven release produces half-baked products and kills innovation

In the October 29 post by Om Malik, From inside Apple, the Scott Forstall fallout at,Om shares: “Unlike in the Jobs era, when the company would ship features when they were ready for primetime, a culture of schedule-driven releases has become commonplace. The time-based schedule is one of the reasons why Siri and Maps … Read more

Customer Experience is the Only Thing that Matters

In Augusts issue of Fast Company magazine, Harley Manning wrote and article entitled “Why Customer Experience Is The Only Thing That Matters.” In this article, Manning explains how we have evolved from a manufacturing economy to distribution to the information age to age of the customer. Manning explains that “from 1900 to 1960 we were … Read more

Great Leaders Facilitate Innovation with Encouragement

In their August 20 post this past week, To Encourage Innovation, Eradicate Blame, Ken and Scott Blanchard share that “We know that the most innovative environments are those where people are allowed to learn from past mistakes, grow, develop, and improve. That’s what evolution and innovation look like. That’s how Thomas Edison was able to … Read more

Leading Customer Experience Organizations Have Great Culture

Before you can have a great customer experience, you need to be able to retain the talent that can determine, develop and deliver these experiences. Here are some basics from Erika Andersen’s Forbes post Why Top Talent Leaves: Top 10 Reasons Boiled Down to 1: Not easy, mind you, but remarkably simple. If you want … Read more

Inspire the Creation of Great Experiences

There’s work and there’s your life’s work. The kind of work that has your fingerprints all over it. The kind of work that you’d never compromise on. That you’d sacrifice a weekend for. You can do that kind of work at Apple. People don’t come her to play it safe. They come here to swim … Read more

Great Leaders have a Fundamentally Different Understanding of the Company Experience

On April 23, 2012, Geoffrey James posted 8 Core Beliefs of Extraordinary Bosses. In this post, Geoff shares that the best managers have a fundamentally different understanding of workplace, company, and team dynamics. Geoff interviewed some of the most successful CEOs in the world in order to discover their management secrets. In this post, Geoff … Read more