Great Scene: Al Pacino On Cultural Change

My discussion with Tony Hsieh about the Zappos culture made me think about a scene from “Any Given Sunday” where Al Pacino addresses the football team that he’s coaching. Pacino’s speech is about how winning takes every player to focus on every element of every play; as a team.

My take: Pacino captures the essence of culture’s role in delivering great customer experience. Any CEO trying to fix her/his firm’s customer experience problem should think about Pacino’s words:

Either we heal as a team or we’re going to crumble; inch by inch, play by play, until we’re finished.

The bottom line: Customer experience is made up of millions of inches, delivered one inch at a time.

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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