CX Leaders Are More Customer- And Mission-Centric
June 8, 2015 2 Comments
In the recent report, The State of CX Management, 2015, we examined how survey respondents from firms with $500 million or more in revenues classified their corporate culture. As you can see below, almost half selected either profit- or sales-centric.
- Profit-centric (Generating profits come first): 28%
- Sales-centric (Generating sales comes first): 20%
- Customer-centric (Our customers come first): 16%
- Product-centric (Product features and capabilities come first): 14%
- Mission-centric (Fulfilling our mission comes first): 9%
- Process-centric (Process efficiency comes first): 7%
- None of the above are even close to describing our culture: 5%
We also examined the difference in responses based on the companies’ results in Temkin Group’s CX Maturity and Competency Assessment. The chart below shows a significant difference between companies with above average CX maturity and those with below average CX maturity. Companies with higher CX maturity levels are much, much more likely to be customer- or mission-centric.