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:
- Purposeful Leadership: Does your executive team operate consistently with a clear, well-articulated set of values?
- Compelling Brand Values: Are your brand attributes driving decisions about how you treat customers?
- Employee Engagement: Are employees fully committed to the goals of your company?
- Customer Connectedness: Is customer feedback and insight integrated throughout your organization?
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!