Which Customer Experience Competency in 2011?

I’ve recently been highlighting the need to build customer experience competencies in 2011; which included posts about each of the four core customer experience competencies:

As we start planning our 2011 research agenda, I’d love to know which competency is most important to your firm.

Feel free to leave comments if you have other suggestions for Temkin Group’s 2011 research.

The bottom line: Thanks for helping to align our plans to your needs!

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

One thought on “Which Customer Experience Competency in 2011?”

  1. Hi Bruce I’ve voted for purposeful leadership but I’d be more comfortable if that competency include the words clear vision. All the competencies are important but I do believe that management teams and businesses need a “shared intention to create” to be fully effective. Each of your four competencies could be articulated as part of the company vision.

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