CX Institute Resources: Creating A Customer-Centric Culture
What Is Customer Experience?
Customer experience is defined as…
The perception that customers have of their interactions with an organization.
Customers’ perceive of an interaction through lens of three areas:
- Success: Degree to which customers can accomplish their goals
- Effort: The difficulty or ease in accomplishing their goals
- Emotion: How the interaction makes customers feel
Watch the whiteboard video: What is Customer Experience?
Four Customer Experience Core Competencies
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.
- Compelling Brand Values: Deliver on your brand promises to customers.
- Employee Engagement: Align employees with the goals of the organization.
- Customer Connectedness: Infuse customer insight across the organization.
Download this free report: Four Customer Experience Core Competencies (includes CX Competency & Maturity Assessment).
Here is some other very related content:
- Report: State of CX Management, 2017 (includes benchmark data and CX assessment)
- Report: State of CX Metrics, 2016
- Report: State of VoC Programs, 2016
- Report: State of Employee Engagement Maturity, 2016
- Post: Put Culture Change On Your 2017 CX Agenda. Here’s How
- Post: Guide to Organizational Culture Change (Infographic)
- Post: The Ultimate Customer Experience Infographic, 2016
This video provides a good overview of the Four CX Core Competencies: