CX Tip #34: Create Path for Grassroots Communications

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CX Tip #34: Create Paths for Grassroots Communications
(Purposeful Leadership, Compelling Brand Values, Employee Engagement)

Started in the early 1990s, PRIDE Teams—made up of a network of 700+ employees—are one of USAA’s ongoing listening efforts. Each of the 70+ teams is led by a director or executive director who facilitates grass roots communications across the organization. PRIDE Team members have their day jobs, but spend up to ten percent of their time on two-way communications between the team and their workplace colleagues. They reinforce key messages from senior leadership and connect with their peers, bringing key insights from their colleagues to USAA leaders. Click for more info

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About Bruce Temkin, CCXP
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.

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