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, 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: 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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