Is being “OK” good enough? How should we approach the mammoth issue of improving the customer experience? It is on “our agenda”, but how important is it?

The premise here is that “OK” just isn’t good enough.

In a video the well-known customer experience thought and practice leaders of Temkin Group summarize the challenges at hand and look at customer experience transformation.

The video mentions Temkin Group’s classic report on The Four Customer Experience Core Competencies and its customer experience transformation workshops but is a good reminder and overview regarding customer experience overall.

One way to get started is to take seriously focusing and building out the core competencies. This can be a game changing systematic approach to successfully navigating building a digital business that lasts. Being digital is useless without compelling customer experiences.

The 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. (see video)
• Compelling Brand Values: Deliver on your brand promises to customers. (see video)
• Employee Engagement: Align employees with the goals of the organization. (see video)
• Customer Connectedness: Infuse customer insight across the organization. (see video)

The customer experience