If you have not already checked out Bruce Tempkin’s latest Tempkin Insight Report please do, it is bang on! Bruce provides four customer experience competencies to help you gauge how close your company is to being a customer centric organization. Temkin’s four competencies are purposeful leadership, employee engagement, compelling brand values and customer connectedness. These four competencies are consistent with my five corporate disciplines required to break down traditional barriers and create the required pathways to be successful in our evolving customer centric world; exceptional corporate practices, partnership depth and vulnerability, customer experience values, purposeful business strategy, and passionate employee engagement. My Celebrating the Age of Transparency blog provides more insight to each of these disciplines.
Temkin’s Insight Report includes a employee experience virtuous cycle that is simple but brilliant. In summary, not only is customer experience linked to employee experience, it is a direct reflection of it. Great customer experience is not sustainable without passionate employee engagement. Start by transforming your employees into empowered and engaged evangelists that act like owners and you will see this transcend into greater customer experience, loyal customers, decreased turnover, proud employees and strong financial results.
There is more on this and Tempkin’s other three competencies in his report, thanks for sharing Bruce!