Words Of Wisdom: Colin Powell On Customer-Centric DNA

Colin Powell has been quoted as saying…

Colin Powell

If you are going to achieve excellence in big things, you develop the habit in little matters. Excellence is not an exception, it is a prevailing attitude. 

My take: General Powell’s quote provides the key rationale for developing a customer-centric DNA. While firms may be able to craft discrete instances of good customer experiences, they need to develop the habit of meeting customer needs in the “little matters” — the myriad of touchpoints with customers. And a company can NOT develop the habit of great customer experience without addressing the underlying processes and culture of the firm.

The bottom line: Customer-centric DNA exists when customer experience excellence is a prevailing attitude.

About Bruce Temkin
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, marketing, interaction design, customer service, 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 chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

2 Responses to Words Of Wisdom: Colin Powell On Customer-Centric DNA

  1. Gene Brady says:

    I don’t know if General Powell attibuted his quote to Aristotle or not:

    “We are what we repeatedly do. Excellence, then, is not an act, but a habit.”

  2. Bruce Temkin says:

    Gene: I’m not sure about the circumstances around Powell’s quote. But thanks for the info on Aristotle. It goes to show that wisdom is ageless. And who knows, maybe Aritsotle even “borrowed” the quote from Plato.

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