The 8 Signs Of Executive Commitment

I’ve been helping several executive teams chart their customer experience journeys. The work typically centers around strategy, culture, organization, processes, and leadership. So I am almost always discussing the role of the executive team; which is a critical component of the journey.

Since customer experience journeys represent multi-year transformational programs, it is critical that the executive team have the appropriate level of commitment to the program. If they’re not committed, then they shouldn’t even start.

I often refer to the 8 signs of executive commitment from a previous post, In order to make that content easier to use, I created this free downloadable eBook: The 8 Signs Of Executive Commitment (.pdf).

I’ve also turned the list into a self-test that can facilitate discussions. What’s your exec team’s score on the 8 signs?

Go ahead and take the test…

The bottom line: Customer experience transformation requires strong executive commitment.

Written by 

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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