Leadership Matters In An Economic Downturn

Given all of the recent craziness in the financial markets, I wanted to reprise a few of my recent posts that discuss approaches for handling customer experience in a downturn. While companies often need to cut some of their activities in a down economy, they should do it in a thoughtful manner when it comes to 2 of their most precious assets: Employees and customers. So take a look at the following posts: 

The bottom line: Don’t lose sight of what’s important in a downturn.

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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 (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

2 thoughts on “Leadership Matters In An Economic Downturn”

  1. Downturn is actually a good chance for a smaller cost-effective companies that can deliver cheaper and reliable solutions as many bigger companies is looking to cut cost and therefore are more open to such companies. From my experience as website developer and marketer on Japanese market, the downturn is a good chance for us to develop our business.

    1. Przemyslaw: I like your perspective. Lots of companies pull back and get very conservative in a recession; so there are opportunities for some aggreesive firms to prosper. Good luck!

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