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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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.