Top 10 Customer Experience Incompetencies
September 29, 2010 6 Comments
First of all, for all of the literary purist, I have to admit that “incompetencies” does not seem to be an actual word in the dictionary — but it fit so well that I decided to use it anyway.
I was combing through the results from the Temkin Group Customer Experience Competency Assessment that we administered to 140 companies in May and realized that it would be interesting to share the areas where companies most often fail, or as I like to call them, The Top 10 Customer Experience Incompetencies:
It’s no surprise that the top incompetency is around brands. All too often, companies “offload” their brand to marketing and advertising organizations. But “true brands” should capture the minds and souls of ALL employees. It’s an organization’s raison d’être. As I’ve said in the past:
True brands are more than just marketing slogans, they’re the fabric that aligns all employees with customers in the pursuit of a common cause.
You can get more details about this data in a couple of Temkin Group reports:
The bottom line: Do you know your customer experience strengths and weaknesses?