Bob Thompson interviews Bruce Temkin, a thought leader in Customer Experience Management, about his new report, The Current State of Customer Experience.
Topics include:
- Why is the customer experience important… to the CEO?
- Which companies are doing a truly excellent job on customer experience and reaping the rewards?
- Why is that true customer-centricity is so hard to achieve? (3% truly customer-centric, 33% oblivious)
- Which of the four customer experience competencies (Purposeful Leadership, Customer Connectedness, Compelling Brand Values, Employee Engagement) is the most challenging?
- Despite heated debate and some technical limitations, NPS seems to be catching on as a key metric. Is this a good thing?
- Has social media hype distracted managers from delivering the products and experiences that customers really want?
