Martin Luther King Teaches CX + Empathy

Today, many people are celebrating Martin Luther King, Jr. Day (it’s a Temkin Group holiday). To honor MLK’s memory in a way that ties with the content of this blog, I decided to share some of his quotes that discuss empathy with a connection to our four customer experience core competencies. I’ve added a question to think about after each quote:

Purposeful Leadership: “The ultimate measure of a man is not where he stands in moments of comfort and convenience, but where he stands at times of challenge and controversy.” How willing are your leaders to trade-off short-term results for longer gains in customer experience and loyalty?

Compelling Brand Values: “There comes a time when one must take a position that is neither safe, nor politic, nor popular, but he must take it because conscience tells him it is right.” Is your brand clear, strong and well understood enough by employees so that it empowers them to do the right thing, even if it means breaking some rules.

Employee Engagement: “We may have all come on different ships, but we’re in the same boat now.” Are you focused enough on making sure that employees understand and are committed to the goals and direction of your organization?

Customer Connectedness: “Love is the only force capable of transforming an enemy into friend.” Are you treating important customers well enough so that they are more than just satisfied, and become raving fans?

The bottom line: I have a dream that 2014 will be the Year of Empathy!

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.

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