Martin Luther King Teaches CX + Empathy

Today, many people are celebrating Martin Luther King, Jr. Day (it’s a Temkin Group holiday). To honor MLK’s memory in a way that ties with the content of this blog, I decided to share some of his quotes that discuss empathy with a connection to our four customer experience core competencies. I’ve added a question to think about after each quote:

Purposeful Leadership: “The ultimate measure of a man is not where he stands in moments of comfort and convenience, but where he stands at times of challenge and controversy.” How willing are your leaders to trade-off short-term results for longer gains in customer experience and loyalty?

Compelling Brand Values: “There comes a time when one must take a position that is neither safe, nor politic, nor popular, but he must take it because conscience tells him it is right.” Is your brand clear, strong and well understood enough by employees so that it empowers them to do the right thing, even if it means breaking some rules.

Employee Engagement: “We may have all come on different ships, but we’re in the same boat now.” Are you focused enough on making sure that employees understand and are committed to the goals and direction of your organization?

Customer Connectedness: “Love is the only force capable of transforming an enemy into friend.” Are you treating important customers well enough so that they are more than just satisfied, and become raving fans?

The bottom line: I have a dream that 2014 will be the Year of Empathy!

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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