Bottom 10 Customer Compentencies
For those of you interested in improving customer experience, I wanted to share with you the results from the Temkin Group’s (www.temkingroup.com) 2010 survey of 140 North American companies with revenue of +$500m in annual revenues.
The assessment is based upon a tool with four categories.
- Purposeful Leadership. The executive team needs to act consistently with a clear, widely communicated set of values.
- Compelling Brand Values. The company needs to translate its brand attributes into requirements for every customer interaction.
- Employee Engagement. Employees need to be committed to the goals and values of the company.
- Customer Connectedness. Customer insight and feedback needs to be deeply engrained in all processes and decisions.
Customer Experience Competency Self Test
nto a customer-centric organization that can sustain a long-term differential in customer loyalty.
last few days our group held a similar discussion about this topic and you illustrate something we haven’t covered yet, appreciate that.
- Lora