CX Leaders Demonstrate Higher Levels Of Humanity

Year of Humanity: Embrace Diversity, Extend Compassion, Express AppreciationHopefully you already seen that Temkin Group has called 2018, The Year of Humanity. We’ve been focused on finding ways to help people increase humanity as individuals, as CX professionals, and as a collective community.

In our latest survey of CX professionals, we asked respondents to estimate how often employees in their organizations demonstrate three traits of humanity:

  • Embrace diversity. Recognize our differences and find ways to treat people as individuals.
  • Extend compassion. Tune into the condition of the people around us and care about their well-being.
  • Express appreciation. Proactively look for and acknowledge the positive aspects of the world around us.

We then segmented the responses based on how they rated their company’s customer experience compared with other companies in their industry. This chart shows the data…

Company Humanity Traits Differ By Customer Experience Levels

As you can see in the chart above:

  • When it comes to all three humanity behaviors, companies with better CX have more employees demonstrating those behaviors.
  • The largest difference is with “Express Appreciation,” where there’s a 33-point gap between CX leaders and CX laggards.

What does this data mean? It demonstrates that customer experience leaders have a different culture than other companies. They tend to attract people who demonstrate these positive humanity behaviors and the environment further nurtures these behaviors.

Hopefully you are motivated to incorporate these behaviors into more of your activities and to encourage them in the people around you. Who knows… maybe you’ll even improve your organization’s customer experience.

The bottom line: All of us can (and should) improve humanity!

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.

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