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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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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