Inspired by Simon Sinek’s golden circle concept and his “Start with Why” book and videos, I decided to incorporate this into my leadership approach.  Also, I want to really put some time and focus on “Finding My Why” as way to be a better person and thought leader.  Again, thank you Simon Sinek for the inspiring me in this direction.

My first step is to put a thoughtful focus on the “why” early on in my presentations and conversations.  I can be more effective as a Customer Experience leader if I can walk in the shoes of my audience.  It’s a no brainer as a leader and change agent, so this year I want to enhance my leadership and presentation approach with understanding and the presenting the “why”.

With this theme of exploring the “why”, I am also going to find my “why”.  Again, inspired by Simon Sinek, I need to spend some time looking inward to understand:

  • Why do I do what I do?
  • Why do I enjoy what I do?
  • Why am I passionate about what I do?

Innovation excites me. Change energizes me.  Root cause is a mystery I have to solve.  WHY?

  • I like to shake up the status quo – Why?
  • I don’t like to settle for mediocrity – Why?
  • I hate complacency and processes that perpetuate institutions – Why?

Why is this important to me?  If I know my why, I can share it with my audience as part of my leadership brand and use it to innovate for the future and facilitate change.  End result?  Better products, services and relationships both professional and personal.

Follow me on my journey as I peel back the layers of who I am to discover “why” I am and what happens as a result.  Subscribe to this blog, follow me on Twitter and Instagram @JimBassCX.

This year I am resolving to improve 5 specific areas of my leadership approach and skills.  Be on the lookout for additional blog posts on these 5 resolutions:

  • Start with the Why:  Show the “why” early in my conversations and presentations; Discover my “why”.
  • Listen More: Be the last to speak in meetings
  • Leverage My Brand More Broadly: Speak My Brand at Least Once A Day
  • Be More Creative  with Social Posts and Blogs
  • Ask for Help: Work Out Loud



One of the best ways to build trust and strengthen relationships with customers is to make sure every interaction adds value and meets their expectations. Each interaction should be like delivering a package or gift of experience. Wrap it up like the beautiful gift that it is and then put a nice, big, bow on top.

Every time we talk to customers on the phone, interact with them through email or meet face-to-face we have a unique opportunity to make a difference in their lives. Let’s seize these opportunities to show them how much we care and appreciate them by treating the interaction as special, valuable experience where the customer is front and center and has our complete focus and attention. Read More


When used properly the Net Promoter System can a powerful engagement tool – for customers and employees alike.

Sometimes we get so focused on the Net Promoter Score that we lose sight of the opportunities to improve our products, services, relationships, culture and financials.

Mature Net Promoter Systems do more than predict loyalty, they cultivate it.

Until your system is mature, don’t focus on the score.  Instead focus on the customer-centric behaviors and actions that create engagement and loyalty.

The 10-minute video below will help you get back on track by:

  • Using the Net Promoter System to increase engagement
  • Defining targets and performance goals that improve products, services and relationships which impact the score
  • Communicating improvements to customers and employees

Do the right things and the numbers will reflect the great things you are doing.

Employees Are The Voice of Your Customers!

In observance of the worldwide CX Day on Tuesday, October 6, 2015, I want to highlight the important role and the tremendous value that employees bring to every customer experience initiative.  The insights and buy-in from the customer-facing roles are the keys to the success of all CX initiatives and CX improvements.

Employees are the foundation of all successful Customer Experience programs and strategies.

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Slide1Recently I attended an Atlanta Customer Experience event at Pirch. This was a collaborative effort between the Customer Experience Professionals Association (CXPA) and the Retail Design Institute.   Attendees were given tour of the showroom and served a delicious breakfast prepared by Pirch chefs.  Afterwards, Pirch CEO, Jeffery Sears, shared the Pirch story and the Pirch philosophy.

In case you haven’t heard of Pirch, visit their website and search Google for their mentions in the news. Pirch is a premier kitchen, bath, and outdoor appliance store selling lifestyle and joy.  Over the past 6 years they have been breaking retail tradition by providing a fresh, new, customer-oriented buying experience.  Their focus on a customer-centric company culture infused with employee passion has raised the bar for customer experience in the retail setting.  All industries should take note of their accomplishments in this regard.

Great customer experiences don’t just happen… they are designed.

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