Words Of Wisdom: Mayor Booker On Focus

I was reading the New York Times this past Wednesday and ran across a front page article called In Newark, the Mayor’s Crusade Gets Personal. It’s a great story about how Mayor Cory Booker of Newark finds time to be a “big brother to three young men from some of the toughest streets.” In the article, he’s quoted as saying to one of the boys:

Life is about focus. What you focus on, you become. If you focus on nothing, you become nothing.

If he wasn’t a mayor, he could have been a management consultant. His words are as powerful in a corporate setting as I hope they are for the boys that he mentors.

My take: To master Experience-Based Differentiation , firms need a lot of focus. They need to hone in on target markets; they need to design experiences for specific behavioral-based segments (see this post: Words Of Wisdom: Stanley Marcus On Customers As People); they need to identify the key elements of their brand (see this post: Firms Need Some Soul Searching) ; and they need to consistently set priorities based on all of those areas of focus.

But, all too frequently, firms don’t have the discipline to get that focused. The firms that attempt to do all things for all people, end up serving no-one particularly well.

The bottom line: Focus, focus, focus!

About Bruce Temkin, CCXP
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 these 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.

2 Responses to Words Of Wisdom: Mayor Booker On Focus

  1. Pingback: Costco, Newark, and NC On Leadership « Customer Experience Matters

  2. Pingback: Words Of Wisdom On July 4th « Customer Experience Matters

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