Words Of Wisdom On July 4th

Since it’s the 4th of July, I want to wish everyone who is celebrating the holiday a…

Happy Independence Day!!!

In honor of the holiday, I decided to repeat my post from last year that tapped into insights from a couple of our founding fathers.

Let’s start with a quote from John Hancock:

There’s only so many priorities that you can fund. What you choose to target, you need to win.

Here’s a quote from Samuel Adams:

Mankind are governed more by their feelings than by reason

My take: John Hancock points to an important concept — focus — which is something I spoke about in a post about Mayor Booker from Newark, NJ and in a post called Leadership Lesson: Less Is Better.

Samuel Adams’ quote talks about the need for empathy, which is critical when dealing with customers and employees. This quote from the Cleveland Clinic captures the essence of how to think about your customer interactions: “The patient is not only an illness, he has a soul.”

When it comes to employees, this is a clear call for companies to focus on their corporate culture, which is why the first management imperative listed in my free eBook is “Invest In Culture As A Corporate Asset.”

The bottom line: Enjoy your 4th of July!

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

Leave a Reply