Remove Culture Remove Customer Centricity Remove Customer Connectedness
article thumbnail

CX Competency: Customer Connectedness (Video)

Experience Matters

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies. Here Are Four Strategies For Customer Connectedness: Filed under: […].

article thumbnail

CX Competency: Customer Connectedness (Video)

Experience Matters

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies. Here Are Four Strategies For Customer Connectedness:

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Emotion and the Four Customer Experience Core Competencies

Experience Matters

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.

article thumbnail

What is Culture? How People Think, Believe, and Act

Experience Matters

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. In other words, what customers experience outside is based on what’s going on inside. To consistently differentiate your customer experience, you need to transform your culture.

Culture 120
article thumbnail

Emotion and the Four Customer Experience Core Competencies

Experience Matters

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.

article thumbnail

Comcast: 5,500 New Employees Won’t Fix Customer Experience

Experience Matters

Because the company’s issues have to do more with it’s culture than with the number of people that it employs. The breath of the issues demonstrate a very low level of customer experience maturity across the organization. Customer Connectedness : Customer feedback and insight is integrated throughout your organization.

article thumbnail

Report: The State of the CX Management, 2015

Experience Matters

Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness. Executives in companies with stronger CX competencies also tend to focus more on building a customer-centric culture and less on cutting costs. Download report for $195.

Report 120