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.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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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