Wednesday, November 21, 2012

New Poll: Does your organization have a customer-centric culture?

Back in January of 2009, Zappos CEO Tony Hsieh wrote on the Zappos company blog:

"We believe that your company’s culture and your company’s brand are really just two sides of the same coin. The brand may lag the culture at first, but eventually it will catch up.

Your culture is your brand."

And we've written here frequently about the importance of a customer centric culture within the company to building a great customer experience program (including speaking with Jamie Naughton of Zappos about it in 2011). Now we want to know, is your organization there yet? Or is there still work to be done?

Vote in this LinkedIn poll to tell us your thoughts:

Our Total Customer Experience Leaders LinkedIn group is a great place to connect with the community and network with over 1,000 of your peers. Join us there today.

Monday, November 12, 2012

Unique Opportunity: Attend the Total Customer Experience Leader's Summit As A Guest Blogger

We're currently preparing to unveil the redesigned Total Customer Experience Leaders 2013 program and website. As we look forward to this year's event, we have a unique opportunity available for one member of our community: attend this year's event for free as a guest blogger.

As a guest blogger, you’ll have access to TCEL's comprehensive customer experience agenda attracting the best in insights from around the world. You'll also gain exposure on this blog and our related social media channels.

What will be expected of you:

Contribute guest posts regularly to this blog ( on customer experience-related topics. Blogger will be expected to submit at least 15 blog posts between December 1st, 2012 and April 1st, 2013.

Attend and live-blog the 2013 event. The event will take place April 8-10 in Boston, MA. You will be expected to attend each day of the event and submit at least one blog post per day of the event by 8pm of that day.  

Contribute content for our exclusive executive summary. At a basic level, this would include your notes from the live event. In the past guest bloggers have also contributed other content such as photos and video.

In exchange for guest blogging, you will receive an all-access pass to the event – a $3,000+ value. Guest bloggers are responsible for their travel and lodging.

Apply today by sending your name, company, biography and links to your blog or writing samples if applicable to Michelle LeBlanc at