Emotion and the Four Customer Experience Core Competencies
December 16, 2016 Leave a comment
If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.
You also know that we’ve called 2016 The Year of Emotion, and have been trying to raise the visibility of this key area with out Intensify Emotion efforts.
Hopefully you recognize that emotion is a critical component of customer experience. To further deepen that thinking, here’s some advice for infusing emotion across all of the competencies: