Comments on: The Customer Experience Journey

By: Bruce Temkin

Bruce Temkin — Sat, 02 Jan 2010 16:01:05 +0000

Michel: Thank you for the nice feedback!

By: Michel Falcon

Michel Falcon — Sun, 27 Dec 2009 04:08:44 +0000

Hi Bruce,

Out of all the theories behind the structure of CRM I agree full heartedly with your simple and clear report. Companies such as Zappos and Amazon have opened my eyes toward the importance in allocating resources to identify, develop and maintain CRM.

Thank you for this. All the best,

Michel Falcon

By: Management Imperative #1: Invest In Culture As A Corporate Asset « Return on Behavior Magazine

Thu, 26 Nov 2009 16:15:51 +0000

[...] operational creeds; and 3) tacit assumptions that are unseen and not cognitively identified. In my research on customer-centric culture, I identified the 6 C’s of customer-centric DNA: Clear beliefs, Compelling stories, Consistent [...]

By: The 8 Signs Of Executive Commitment « Customer Experience Matters

The 8 Signs Of Executive Commitment « Customer Experience Matters — Thu, 05 Nov 2009 13:39:12 +0000

[...] Executive leadership. trackback I’ve been helping several executive teams chart their customer experience journeys. The work typically centers around strategy, culture, organization, processes, and leadership. So I [...]

By: A Yellow Brick Road To Customer Experience Maturity « Fredzimny’s CCCCC Blog

Mon, 13 Jul 2009 09:54:03 +0000

[...] on Dorothy’s journey in The Wizard Of Oz. Given the story that I was telling, I presented the five stages of customer experience maturity as a yellow brick [...]

By: The Yellow Brick Road To Customer Experience Maturity « Customer Experience Matters

Mon, 13 Jul 2009 06:44:02 +0000

[...] on Dorothy’s journey in The Wizard Of Oz. Given the story that I was telling, I presented the five stages of customer experience maturity as a yellow brick [...]

By: My Customer Experience Favs Over 2 Years « Customer Experience Matters

My Customer Experience Favs Over 2 Years « Customer Experience Matters — Tue, 30 Jun 2009 11:23:59 +0000

[...] The Customer Experience Journey (9/18/08). This post is about one of my most popular 2008 research reports; it defines the five stages of customer experience maturity. [...]

By: Customer Experience Grows Up « Customer Experience Matters

Customer Experience Grows Up « Customer Experience Matters — Fri, 13 Mar 2009 07:27:02 +0000

[...] People have been talking about customer experience for a while, but they’ve only been doing something about it for a short period of time. So I expect that many organizations will start moving higher on Forrester’s customer experience maturity model. [...]

By: Bruce Temkin

Bruce Temkin — Sat, 07 Feb 2009 21:26:02 +0000

Hi Leigh:

I like the “dazed and confused” label. My data shows that about one-third of firms are in that stage zero and there are extremely few firms in the stage 5 of maturity. Without doing a full public audit, I wouldn’t want to name any of them (I can’t talk about the things I know from my consulting work). The good news: I’ve worked with a number of companies that are making huge strides in the right direction; but it’ll take some time before those efforts get recognized.

It sounds like you’re helping companies make the uphill trek. May the force be with you!

Bruce

By: leigh Duncan-Durst

leigh Duncan-Durst — Sat, 07 Feb 2009 17:27:10 +0000

Bruce,

Thanks! I think might add a “Stage Zero” called “DAZED AND CONFUSED” which includes trying to sort out the hype and buzzwords and figure out how to move the organization forward before it’s too late (or before the company is labeled “Too big to fail” and receives a large cash infusion from the government!) But I digress…

In my work I find a good number of smart individuals in blue chip companies that are ADAMANT about the need to become more truly customer-centric and collaborative. However, they often feel they are “Pushing an elephant uphill” when it comes to helping executives steeped in tradition LEAD in a manner that truly fosters customer centricity, operational excellence and collaboration… in other words — driving the transition from the top-down — not from the bottom up (especially from multiple silos).

Your diagram illustrates what I repeatedly say to my clients: This is an evolution, not a revolution. While it very well can revolutionize the business, it does take time and a lot of organizational and operational change to progress across these stages. It certainly isn’t for the faint of heart but a path for people passionate about customers and profits. Guess we’ll continue to carry this torch, eh?

P.S. Interested to know which companies are in Stage 5. Pretty sure I can guess – but do you care to share?