As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. It turns out that you’re only as good as your weakest link. Here’s what it looks like when you fall short in one of these areas:
- Without Purposeful Leadership the company is Stagnant. Lacking alignment, very little progress is made.
- Without Compelling Brand Values, the company is Adrift. Lacking identify, there’s no focus clear priorities.
- Without Employee Engagement, the company is Turbulent. Lacking commitment, stress grows between leaders and employees.
- Without Customer Connectedness, the company is Disappointing. Lacking insights, offerings continually miss their mark.
The bottom line: Master all Four CX Core Competencies.