Customer Experience Competency Model
In the report The Four Customer Experience Core Competencies, Temkin Group identified four organizational capabilities that are required to create and sustain industry-leading customer experience:
- Purposeful Leadership. The executive team needs to act consistently with a clear, widely communicated set of values.
- Compelling Brand Values. The company needs to translate its brand attributes into requirements for every customer interaction.
- Employee Engagement. Employees need to be committed to the goals and values of the company.
- Customer Connectedness. Customer insight and feedback needs to be deeply engrained in all processes and decisions.
If companies want to improve their customer experience, then they need to make progress across all four of these competencies. While an advancement in just one or two of these areas may create temporary improvements in customer experience, companies need to improve across all four dimensions if they want to develop into a customer-centric organization that can sustain a long-term differential in customer loyalty.
See video with Bruce Temkin discussing the Four Customer Experience Competencies
Using The Competency Model
Companies can take the Customer Experience Competency Assessment to identify their strengths and weaknesses on their own.
If you want more help, Temkin Group can work with you to deploy the assessment across your organization and help interpret the results. Temkin Group can also develop interactive workshops for your executive team or for other groups to go through a self-discovery process of identifying strengths and weaknesses and developing improvement plans.
Competency Assessment
Here is the Temkin Group’s 20 question self-assessment to identify strengths and weaknesses across all four areas of customer experience competencies:
