Customer Experience Matters’ 8-Word Mission

I recently read a blog post about Kevin Starr, the executive director of the Mulago Foundation, who insists that companies he funds express their mission statement in under eight words. The formula he looks for: “Verb, target, outcome.”

Well, it got me thinking about this blog. So here’s my 8-word mission statement for Customer Experience Matters.

Propel executives to think strategically about customer experience

The bottom line: Hopefully I’m delivering against this mission

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.

2 thoughts on “Customer Experience Matters’ 8-Word Mission”

  1. Hi Bruce I hope your having a fantastic festive season. I wish you and your family a healthy and prosperous 2011. Thank you for your insightful contribution to the customer centricity discussion in 2010. I believe your material/thinking is at the leading edge on the topic. On your 8 word mission, I’m not sure if “propel” came before “engage” but I feel that via the blog you currently “inform.” I’d very much like to see you engage with readers of your blog but at present you seem a bit reluctant to respond directly to comments. I think if you did this a bit more it would bring the blog alive. This is only a personal opinion and your other readers may have a different opinion. I’d be interested to hear their thoughts.

    1. Ray: Thanks for your comment and nice wishes. Happy holidays to your family as well! The last part of this year has been pretty hectic for me. So, unfortunately, I haven’t been able to keep up with the comments. Please don’t view my lack of responses as reluctance; just a shortage of time.

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