CX Tip #24: Define Competencies for Living the Brand

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CX Tip #24: Define Competencies for Living the Brand
(Compelling Brand Values)

Microsoft defined six values to support its corporate mission: To enable people and businesses throughout the world to realize their full potential Of the values created towards this mission, a Passion for Customers, Partners, and Technology. To foster its values, Microsoft has developed a set of key competencies (core, leadership & profession specific) that every employee is measured against in terms of their proficiency in demonstrated behaviors. The competencies help to plan careers, build necessary capabilities for success in a role, and inform performance reviews. “Customer Focus” is core competency for all employees, measured on a 5 point proficiency scale. Click for more info

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About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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