Build Customer Experience Competencies In 2011

At this time of year, many companies are beginning to plan for next year. So many of my upcoming blog posts will focus on that planning process; making sure that customer experience is appropriately covered in your 2001 plans.

To begin with, companies must understand that sustained customer experience excellence does not come from some superficial projects; it requires mastering four core customer experience competencies:

  1. Purposeful Leadership.
  2. Compelling Brand Values.
  3. Employee Engagement.
  4. Customer Connectedness.

I highly recommend that you start the process by completing Temkin Group’s Customer Experience Competency Assessment. Then examine your results in a number of ways:

  • What was your company’s rating; overall and for each competency?
  • How consistent were the results across the people that took the assessment?
  • What appeared to be the most significant problem areas?
  • Does the current competency level match your firm’s ambitions?
  • What do you need to do to get where you want to be?

As you can see in this data from the research report The Current State Of Customer Experience, most companies have a lot of opportunity to improve across all competencies.

Over the next week, I’ll be publishing individual posts for each of the four competencies — providing more data as well as advice in each area. Stay tuned!

The bottom line: It takes strong competencies to drive long-term success.

Written by 

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 (, a non-profit organization dedicated to the success of CX professionals.

2 thoughts on “Build Customer Experience Competencies In 2011”

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.