My 12 (XM)AS Wishes For You

Since tomorrow is Christmas, I decided to share 12 wishes for you and your experience management (XM) efforts. Here goes…

During the upcoming year, I hope that you:

  1. Celebrate successes. It’s easy to get caught up in thinking about the next milestone to achieve, but make sure to regularly take account of the great things that you and your team have already accomplished. You’ve earned it!
  2. Stay positive. XM professionals, by definition, are change agents trying to drive improvements at a pace that is often faster than organizations can absorb. Don’t let the inevitable obstacles, and seemingly slow progress get you down. Remain energized and focused on the vision of a better future.
  3. Make insights actionable. Many organizations have established programs to collect feedback about customers, products, brands, and employees. It’s time to focus less on collecting data, and more on finding ways for insights from that information to more drive more impactful decisions across your organization.
  4. Remain human-centric. Our world is full of documents, data, and deadlines, so it’s easy to lose sight of what XM is all about—people. Stay focused on how your activities are affecting customers, employees and partners at a human level, keeping in mind the six traits of human beings.
  5. Lead with purpose. Rather than pushing people to adhere to your agenda, find ways that encourage them to share your commitment. How? By demonstrating the Five Ps’ of Purposeful Leaderspassionate persuasive. positive, propelling, and persistent.
  6. Express appreciation. Positive psychology research shows that people perform their best when they feel appreciated, and the act of showing appreciation makes people happier. Find ways to proactively look for and acknowledge the positive aspects of the world around us.
  7. Keep brand promises. The experiences that your organization delivers should reflect and reinforce its brand values. So make sure you clarify what makes your organization special, and identify the key promises that you’re committed to keeping with customers, partners, and employees.
  8. Get enough sleep. Let’s face it, you can’t be very effective when you’re tired. And the lack of sleep actually has a detrimental affect on your health.  So make sure you regularly get eight or more hours of sleep per day.
  9. Accelerate improvement cycles. Rather than waiting to hear from a lot of customers or employees about a problem, find ways to monitor their behaviors and feedback to find patterns that represent potential issues—and remove those obstacles before most people even notice them.
  10. Embrace diversity. The world is full of different types of people with unique backgrounds and points of view. Rather than allowing our differences to fuel tension and discord, find ways to appreciate the diversity and to treat each other as wonderfully unique individuals.
  11. Get more predictive. Once you combine experience data (X-Data) with operational data (O-Data), which you need to start doing, you’ll be in a position to apply more predictive analytics to uncover insights and recommend actions. It’s time to build up your organization’s expertise in these types of analytics.
  12. Extend compassion. All around us are people who can benefit from our care and comfort. We often don’t notice them, or we just ignore their needs. We can all do a better job of tuning into the condition of the people around us and care about their well-being.

Actually, my real hope is that you and your family enjoy a happy, healthy, and meaningful holiday season.

The bottom line: Happy holidays!

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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