What does Experience Management (XM) mean?

Bruce Temkin, often referred to as the “Godfather of Customer Experience.” created six laws of experience management.  These are important to understand and implement, especially during times of uncertainty.

Key factors include:

• People are emotional, not rational
• Journeys add meaning to moments
• Actions transform insights into value
• Commitment aligns behaviors
• Leaders boost or break inertia
• Experience management (XM) is a habit, not an act

During the episode, you’ll hear details about these six laws and ways leaders can “boost inertia” to radically improve customer service, employee empowerment, and all human experiences at scale.   

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About Bruce Temkin ~Experience Management (XM) Visionary

Bruce is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership, training, and a global community of XM professionals called “XM Pros.” XM Institute’s mission is to empower and inspire XM professionals to radically improve human experiences.

Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company’s B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters.

XM Institute publishes a wealth of content and tools for XM professionals to improve their customer and employee experiences, all of which you can access for free at XMinstitute.com.

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About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

oUpdated 2025

What does it mean to be ‘hooked on customers?’ How does it propel businesses into action?

If you’re struggling to differentiate your brand in a crowded market, you’re not alone. Many businesses grapple with this challenge, but there’s a powerful solution, and this podcast is revealing what legendary customer experience brands are doing that you can too.

In this episode of Doing CX Right, Host Stacy Sherman and guest Bob Thompson, CEO and founder of CustomerThink, explore the concept of being “hooked on customers” and how it can revolutionize your business approach for sustainable success.

Key Customer Experience (CX) Questions Explored:

1. What does it mean to be “hooked on customers”?

2. How can companies balance profitability with customer-centricity?

3. What role does employee empowerment play in delivering exceptional customer experience?

4. Should Net Promoter (NPS) scores be linked to employee compensation?

5. What’s the most crucial factor for successful CX programs?

CX Leadership Lessons 

– Doing CX Right means going beyond basic customer service to create memorable experiences

– Top-performing brands focus on creating “moments that matter” to stand out emotionally

– Customer-centricity and profitability aren’t mutually exclusive – they’re interconnected

– Employee empowerment is crucial, but it should align with the overall customer-centric strategy

– Leadership’s personal example is the single biggest differentiator in successful CX programs

Additional Topics Discussed

– The five habits of customer-hooked companies

– The interplay between employee engagement and customer satisfaction

– The importance of a clear brand vision in guiding CX strategy

– The pros and cons of linking customer metrics to employee compensation

– The value of focus and consistent execution in delivering on brand promises

Practical Takeaways

– Start with the basics: answer phones, respond promptly, and fix obvious problems

– Develop a clear brand purpose that guides your CX strategy

– Empower employees to innovate and create delightful customer experiences

– Consider rewarding employees for resolving customer issues rather than just improving scores

– As a leader, personally demonstrate the importance of customer-centricity through your actions

– Set a personal example by prioritizing customer interactions and insights

– Balance strategic customer focus with operational employee support

– Stay focused on core competencies rather than trying to please everyone

Companies Mentioned and Why:

– Trader Joe’s: Exemplifies a strong brand purpose and consistent customer experience

– Southwest Airlines: Demonstrates focused execution on core brand promises

– IBM: Illustrates the challenges of balancing internal focus with customer-centricity

Looking Ahead: Industry Predictions

– Successful companies will increasingly differentiate through emotional connections, not just functional benefits

– The debate over linking customer metrics to compensation will continue, with more nuanced approaches emerging

– Companies that maintain a clear focus and execute consistently will outperform those trying to be all things to all customers

This episode of Doing CX Right challenges conventional wisdom and provides a fresh perspective on customer-centricity. It’s not just about making customers happy – it’s about creating a business strategy that aligns your entire organization around delivering value.

Remember, exceptional customer experience (CX) isn’t accidental. It’s the result of intentional actions, clear vision, and consistent execution. 

Press Play To WATCH Interview:

About Bob Thompson ~”Hooked On Customers” 

Bob Thompson is CEO of CustomerThink Corp., an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Thompson is a popular international keynote speaker, blogger and author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies (April 2014).

Learn more about Bob on his website.  Connect with him on LinkedIn + Twitter.

About Stacy Sherman: Founder of Doing CX Right®‬

Stacy Sherman is a professional speaker, advisor, and founder of Doing CX Right®, helping companies build unbreakable loyalty across customers, employees, and partners for lasting retention and growth. With 25 years at top companies, a Marketing MBA, and certifications in Journey Mapping and UX, she provides a proven, research-backed framework that drives real business impact. A trusted, award-winning CX leader, Stacy is recognized as a Top Global CX Guru and ICMI Top 25 Influencer (2021-2025). She continues to shape the future of CX through LinkedIn Learning courses, workshops, best-selling books, and her award-winning podcast, equipping professionals with the strategies to deliver measurable results, competitive advantage, and enriched experiences.