shared items can provide a focal point for building a strong culture
Winners don’t let failure get in the way
Winners don’t get bogged down in what they haven’t been able to do in the past; they believe that they can always succeed.
Hyper-focus on key current moments
don’t worry about what you might have or have not done in the past or what you might or might not be able to accomplish in the future, focus on what you do right now.
Leaders create an environment for success
create an environment where the people truly participate so people know what needs to be done and they do it. And the more that people will devote themselves to your cause on a voluntary basis, a willing basis, the fewer hierarchies and control mechanisms you need.
Design for consistency
don’t assume everything will be perfect. Make sure you can deliver it consistently
Build a strong farm system
All organizations need to invest in the development of their young employees, creating a rich pool of potential future leaders.
There’s no place like Fenway Park.
Create an environment for people to have positive experiences, associate memories, feelings and attach traditions.
About Bruce Temkin
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, marketing, interaction design, customer service, 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 chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.
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