Companies Lack Customer Experience Competencies
July 23, 2010 3 Comments
In a recent research report, we introduced the Four Core Customer Experience Competencies:
- Compelling Brand Values
- Purposeful Leadership
- Employee Engagement
- Customer Connectedness
To help companies identify their strengths and weaknesses across these components, we created a 20 question assessment for this competency model. In recent research report The Current State Of Customer Experience, we examined data from 144 large North American firms that completed the assessment. Here’s some of what we found:
Companies have a long way to go to master all four competencies. They performed the poorest in Compelling Brand Values, where 61% of firms ended up with “poor” or “very poor” ratings. Only 44% of companies ended up with “very good” or “okay” ratings in the highest performing area, Purposeful Leadership.
The results from that assessment also showed that only 3% of these companies are what we call “Customer-Centric Organizations.” That leaves a lot of room for improvement for a lot of companies.
Where is your company on its customer experience journey? Download our competency assessment and use the results to gauge your strengths and weaknesses and as a topic to discuss with your peers.
The bottom line: Companies need to build customer experience competencies.