2010 Research

The Four Customer Experience Core Competencies

June 2010

Organizations that want to become customer experience leaders need to master four customer experience competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. Gauge how close your company is to being a Customer-Centric Organization using Temkin Group’s competency model to identify strengths and weaknesses.

This report describes the four competencies that companies need to master in order to build and sustain customer experience success. I urge you to read this report, share it with others in your organization, and take the competency assessment which is shown in figure 3. And you can see more data in the 2011 State of Customer Experience Management, 2011.

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