We just published a Temkin Group report, The Four CX Core Competencies. This blueprint to building a customer-centric organization is an update to our groundbreaking research that was originally published in 2010 and updated in 2013.
Temkin Group has conducted multiple large-scale studies demonstrating that customer experience (CX) is highly correlated with loyalty across many different industries, in both business-to-consumer and business-to-business environments. When customers have a good experience with a company, they are more likely to repurchase from the company, try its new offerings, and recommend it to others.
While many companies try to improve their CX by making superficial changes, Temkin Group has found that the only path to lasting differentiation and increased loyalty is to build a customer-centric culture. Temkin Group has studied hundreds of companies to uncover the difference between CX leaders and their less successful peers, and has identified four CX competencies that companies must master if they wish to build and sustain CX differentiation:
- Purposeful Leadership: Operate consistently with a clear set of values. (see video)
- Compelling Brand Values: Deliver on your brand promises to customers. (see video)
- Employee Engagement: Align employees with the goals of the organization. (see video)
- Customer Connectedness: Infuse customer insight across the organization. (see video)
This whiteboard video describes the Four CX Core Competencies:
Here’s an infograhic with the best practices described in the report: