Customer Experience
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Lessons From the Red Sox Championship

Lessons From the Red Sox Championship | Customer Experience |

by Bruce Temkin

Managing Partner, Temkin Group

In case you didn't know it already, I'm a (huge) Red Sox fan. I was very lucky to be at Fenway Park when the team won the World Series. As I've written in the past, live events can be powerful. 

StartUP Product's insight:

From Bruce Temkin: "I decided to examine some of the lessons from the 2013 Red Sox team."

reposted via from:

  • Artifacts (e.g., beards) enhance culture

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 (, a non-profit organization dedicated to the success of CX professionals.

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Infographic: Why companies with great customer service succeed

Infographic: Why companies with great customer service succeed | Customer Experience |
Brands that excel at customer service respond to consumers quicker, a new infographic has shown.

Via Thomas Faltin
StartUP Product's insight:

a lot of info...

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