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Customer Centricity Requires All Four CX Core Competencies

Experience Matters

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. Without Customer Connectedness, the company is Disappointing. Lacking Read More.

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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.

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Examining Amazon.Com’s Relentless Customer Advocacy

Experience Matters

Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com.

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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.

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

Experience Matters

The breath of the issues demonstrate a very low level of customer experience maturity across the organization. Unless the company develops a more customer-centric culture, then adding people will at best only create superficial improvements. So, whats the answer? Where’s a good place for Comcast execs to start?

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Report: Lessons in CX Excellence, 2015

Experience Matters

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

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An Article On Customer Experience That Actually Makes Sense

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Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage. And your programs and processes should reinforce customer connectedness.