Transform Culture
Customer experience is not just a single thing that is turned on and then you are done. It is easy to think of it as a lever to pull but it isn’t. There is no on / off switch.
Customer experience broadly reflects the heart and soul of our business. It is our culture and DNA. It is who we are and how we define ourselves. It is “how we do business” and is reflected in all our processes and procedures. Our people “get it”.
To deliver a complete experience to the customer, we must have consistent process in the back office and front office. If they are not connected, customers get frustrated. How we approach this will radically differentiate us in the marketplace.
The Temkin Group suggests that are four competencies to focus on. They are:
- Purposeful leadership.
- Compelling brand values.
- Employee engagement.
- Customer connectedness.
Discover the four customer experience core competencies – according to the Temkin Group – and more in the video on YouTube.
Digital Business