The Four Customer Experience Core Competencies

June 15, 2010 10 Comments

Go to the updated version of this report

 

Temkin Group is happy to release this new Insight Report, The Four Customer Experience Core Competencies, which you can download for free.

This report describes the four competencies that companies need to master in order to build and sustain customer experience success.

Here’s the executive summary of the report:

Organizations that want to become customer experience leaders need to master four customer experience competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. Gauge how close your company is to being a Customer-Centric Organization using Temkin Group’s competency model to identify strengths and weaknesses.

I urge you to read this report, share it with others in your organization, and take the competency assessment which is shown in figure 3.

The bottom line: Start building your customer experience competencies

Filed under Chief customer officer, Compelling Brand Values, Corporate culture, Customer Connectedness, Customer experience, Customer-centric DNA, Employee Engagement, Executive leadership, Purposeful Leadership, Temkin Group Research, Voice of the customer

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

10 Responses to The Four Customer Experience Core Competencies

  1. Dawna MacLean says:
    June 16, 2010 at 11:14 am

    Your “employee experience virtuous cycle” is simple but brilliant. Not only is customer experience linked to employee experience, it is a direct reflection of it. I could not agree more that great customer experience is not sustainable without passionate employee engagement. Transforming your employees into empowered and engaged evangelists that act like owners will transcend into greater customer experience, loyal customers, decreased turnover, proud employees and strong financial results.

    I enjoyed the entire report and blogged about it on my blog today http://dawnamaclean.com/2010/06/16/how-to-be-successful-in-our-evolving-customer-centric-world/

    Great stuff Bruce, thanks for sharing!

    Reply

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  9. Joe Hovancak says:
    August 13, 2010 at 12:05 pm

    Bruce,

    Great insights. I absolutely agree that your Four Customer Experience Core Competencies are essential for companies that are aspiring to become customer-centric. While all four are completely imperative, competency number two, Employee Engagement, can truly make or break this initiative. As you point out in your reports, clearly defined goals, communications, training, metrics and recognition driven by the Voice of the Customer can produce amazing results by employees. As leaders, we need to be supportive and committed to our teams and to the Voice of the Customer so that we can truly create world class customer companies. Cheers!

    Reply

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