WABAN, Mass., April 25, 2017 /PRNewswire/ -- Temkin Group, a leading customer experience research, advisory, and training firm, announces the publication of the report "The Four Customer Experience Core Competencies." This report, which Temkin Group is making available to download for free, defines the capabilities that companies need to master in order for them to become more customer-centric.
Temkin Group has conducted multiple large-scale studies demonstrating that customer experience (CX) is highly correlated with loyalty across many different industries, in both business-to-consumer and business-to-business environments. When customers have a good experience with a company, they are more likely to repurchase from the company, try its new offerings, and recommend it to others.
"There's little doubt that customer experience drives the success and failure of many companies, but very few organizations understand what it takes to create and sustain success in this area." states Bruce Temkin, managing partner of Temkin Group.
While many companies try to improve their CX by making superficial changes, Temkin Group has found the only path to lasting differentiation and increased loyalty is to build a customer-centric culture. 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.
- Compelling Brand Values: Deliver on your brand promises to customers.
- Employee Engagement: Align employees with the goals of the organization.
- Customer Connectedness: Infuse customer insight across the organization.
The Temkin Group report "The Four Customer Experience Core Competencies" identifies how companies can master these CX competencies. It includes many specific best practices for organizations to adopt. In the area of Purposeful Leadership, for example, the research identifies how leaders can behave more purposefully by being: Passionate, Persuasive, Positive, Propelling, and Persistent.
This report also includes Temkin Group's Customer Experience Competency and Maturity Assessment.
"The Four Customer Experience Core Competencies" report is an update to the groundbreaking research that Temkin Group originally published in 2010. Many large global companies have formed their successful transformation plans around the blueprint defined in this research.
Given the importance of this research and its wide applicability across almost any type or size of organization, Temkin Group is making this report available for free. The report "The Four Customer Experience Core Competencies" can be found and downloaded from the Customer Experience Matters® blog, at ExperienceMatters.wordpress.com or from the Temkin Group website, at TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, visit the Temkin Group website, www.TemkinGroup.com, or contact Bruce Temkin at 617-916-2075 or send an email to [email protected].
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience visionary, and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management. Bruce is also the author of a very popular blog, Customer Experience Matters®. Prior to forming Temkin Group, he was a Vice President at Forrester Research for 12 years where he ran the customer experience, eBusiness, financial services, and B2B sectors and was the most-read analyst for 13 consecutive quarters.
Customer Experience Matters is a registered trademark of Temkin Group.
SOURCE Temkin Group