I’m not surprised that Customer Connectedness came out on top. Most customer experience efforts generally center around this competency. What surprised me, though, was the incredibly low interest in Compelling Brand Values. My research has shown that building a customer centric culture requires all four competencies; companies are only as good as their weakest area.
One might assume from the responses that companies are doing a great job with Compelling Brand Values. But that’s not the case. Large companies ended up with the most “very poor” ratings in this competency area.
Here’s how I will use the results: Prioritize research around Customer Connectedness best practices and find ways to raise the visibility of Compelling Brand Values.
The bottom line: Thanks for the feedback!