FAMOUS PEOPLE & Customer Experience

January 5, 2009
Posted by Bruce Temkin in Customer experience.

Last year I used a TS Elliot quote to introduce 2008 resolutions for customer experience. But this year, I’m using this unattributed quote that I found:

Many people look forward to the New Year for a new start on old habits.

Although most companies will need to deal with an economic downturn in 2009, they can still break the habit of delivering poor customer experiences. With that in mind, here are 10 New Year’s resolutions that your company should consider making about its customer experience efforts…


1. We shall not let a recession take our focus away from customers
2. We shall not let a recession eliminate our desire for innovation
3. We shall better understand the needs of our target customers
4. We shall solicit more, and respond quicker to, customer feedback
5. We shall re-establish clarity in our brand, and its promises
6. We shall create a strong sense of purpose for our employees
7. We shall make steps towards a more customer-centric culture
8. We shall improve the usability of all self-service interactions
9. We shall communicate more clearly with customers across all channels
10. We shall give customer experience the attention that it deserves

If you’re on board for these resolutions, then chart your course on the Customer Experience Journey.

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