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.

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

My featured podcast guest, Bob Thompson, author and CEO of Customer Think Corp, and I discuss the importance of being “hooked on customers” based on his best-selling book.  We also explore customer-centric businesses, examine the ways they execute their strategies, and provide actionable recommendations for you to outperform competitors.

Bob explains that “learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships. People who own, operate, manage, or otherwise lead a company always look for ways to improve productivity, beat the competition, and ensure long-term success. Talking is cheap. Putting words and ideas into action is the key to success in the business world.” (Kudos to brands transforming customer experiences mentioned: Trader Joes, Southwest Airlines and others.)

Legendary leading customer-centric businesses:

• LISTEN to their customers’ values and feedback.
• THINK about the implications of fact-based decisions on customers
• EMPOWER employees with the freedom they need to please customers
• CREATE new value for customers without being asked
• DELIGHT customers by exceeding their expectations

There are no quick fixes.  Customer-centricity takes time, determination, and company-wide commitment.

It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business. You can have an altruistic company that’s profitable too. One doesn’t replace the other. (Learn more about Both/And Thinking instead of Either/Or mindset).

In the end, the results are well worth it. Hooked on Customers helps leaders not only survive in highly competitive, overcrowded markets but dominate them, creating a legacy of success and inspiration along the way.

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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®‬

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.