My 10 CX Wishes For You In 2016

Okay, now that we’ve celebrated New Years, it’s time to get moving again. We’ve got a lot of CX work to do in 2016, which we’ve labeled as The Year of Emotion.

As you start down the path of making 2016 a banner year for CX in your organization, I want to share my wishes for you:

  1. May you focus on your customers’ needs, even when internal priorities push them to be ignored.
  2. May you orient your thinking on customers’ journeys, even when the organization cares about individual interactions.
  3. May you design for customers’ emotions, even when success and effort are often the better understood parts of an experience.
  4. May you develop innovative ways to treat customers, even when the status quo seems to be good enough.
  5. May you share customer success stories, even when there are many problems to be fixed.
  6. May you remain committed to driving change, even when it feels like you aren’t making very much progress.
  7. May you help all employees deliver on customer promises, even when some don’t directly interact with end-customers.
  8. May you engage the hearts and minds of employees, even when it’s easier to just send out some communications.
  9. May you maintain a clear sense of purpose, even when you feel too busy to think about anything except the task in front of you.
  10. May you find many reasons to be grateful, even when it seems like things aren’t going your way.

The bottom line: I hope that 2016 is a wonderful, memorable year for you!

 

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.

One Response to My 10 CX Wishes For You In 2016

  1. Pat Colpitts says:

    Thanks, Bruce. Great thoughts to start off the new year. It would be interesting to revisit in December to see how true we stayed to these aspirations.

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