In June 2010, Bruce Temkin (customer experience thought leader and Managing Partner of Temkin Group) released an insightful report called "The Four Customer Experience Core Competencies." Mr. Temkin acknowledges that while most companies WANT to be "customer experience" leaders, few understand HOW to make meaningful changes required for sustained differentiation.
The report identifies the four (as you might have guessed from the title) competencies that organizations need to develop in order to truly succeed with "customer experience differentiation". These competencies include:
1. Purposeful Leadership: Operate consistently with a clear set of values
2. Employee Engagement: Align employees with the goals of the organization
3. Compelling Brand Values: Deliver on your brand promises to customers
4. Customer Connectedness: Infuse customer insight across the organization
I invite you to read for yourself what Mr. Temkin has to say on these competencies. I think you'll find taking the time to read and reflect will be time well-spent. No doubt that any company that's failing on any one of these competencies is going to be falling short in delivering stellar customer experiences. The report also includes a useful assessment that will help you determine how well your organization stacks up. I think you'll find the assessment to be an eye-opening experience!