The Magic of a Great Performance

Great actors plunge themselves into a role and give their all to achieve a great performance, but we cannot expect our service to be experienced as a great play if those responsible for that service, in any part of the organisation, are not moved by the purpose.

Soulfulness is wholeness, and it is only when all the parts of a product, service, organisation, brand and purpose fully belong together that we are able to create a customer experience with soul. The magic truly begins when everyone in a business, organisation, network or ecosystem become like great actors who allow themselves to be performed by the play, and the magic is experienced by customers when a brand, purpose and values start to play us. Continue reading “The Magic of a Great Performance”

CX Competency: Purposeful Leadership

In Customer Experiences with Soul Maria and I discuss the most recent customer experience research from Temkin Group, as well as discussing their model for the competencies business leaders and entrepreneurs must master to really be able to innovate in the area of CX design.

The four competencies are:

  1. Purposeful Leadership: Operate consistently with a clear set of values.
  2. Compelling Brand Values: Deliver on your brand promises to customers.
  3. Employee Engagement: Align employees with the goals of the organization.
  4. Customer Connectedness: Infuse customer insight across the organization.

Continue reading “CX Competency: Purposeful Leadership”