Oxford CEO Demonstrates Purposeful Leadership

One of the key ingredients to a customer-centric organization is Purposeful Leadership. To keep an entire company moving in tandem, leaders must articulate and commit to a clear purpose – one that aligns all employees’ day-to-day decisions and is more compelling than simply increased profits. What does that look like?

This video from Oxford Properties‘ CEO Michael Turner is a great example of Purposeful Leadership in action (thanks to Roger Pugsley for sharing it with me). As you can see, Turner doesn’t just send out emails saying that customer experience is important, he commits his time and energy to making it a reality. It’s one of the reasons that Oxford has won Temkin Group’s CX Excellence Awards.

In this short video, Turner demonstrates many of what we call the Five Ps of Purposeful Leaders

Five Ps of Purposeful Leadership

The bottom line: What can you do to be a more purposeful leader?

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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.

One thought on “Oxford CEO Demonstrates Purposeful Leadership”

  1. Thanks for sharing this Bruce. We’re thrilled with the support we get from our leadership team and their tireless focus on CX.

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