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Related: WL Gore Succeeds Without Employees ). It all starts with employeeengagement. Cannon said that EmployeeEngagement is a precursor to CX. Related: The Untapped Value of EmployeeEngagement (Infographic) ). And Cannon is investing in this area. CX is about culture, not a veneer.
If you have followed my writing for a while, you will be very much aware that I am very proud and passionate CustomerExperienceProfessional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.
As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling BrandValues , EmployeeEngagement , and Customer Connectedness.
Together, they designed and launched the CustomerExperienceProfessionals Association (CXPA), a global organization of more than 4,000 members across 50 countries. It aligned nicely with the Temkin Group’s key focus areas of purposeful leadership, compelling brandvalues , customer connectedness, and employeeengagement.”
At the high end of the scale, the alignment around values is almost cult-like. 4) What Are the Elements of a Customer-Centric Culture? 5) How Customer-Centric Are Organizations? Temkin Group has identified six stages of maturity towards a customer-centric organization.
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