Wanted: customer experience leadership to fill a vacuum. First one to do so, wins!


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The 2011 Temkin Customer Experience Ratings are out. I look forward to most anything Bruce Temkin has to report about the state of customer experience, and this report is worth a look.

This is the graphic that always grabs my attention. What do you notice?

See the averages across different industries? Pretty sad, especially beyond the first two industries listed.

Now look at the range of scores. A few industries include companies that reach a ‘strong’ customer experience rating (no one achieves ‘very strong’ customer experience rating), but boy can some companies across almost every industry rack up very weak levels of customer experience!

Every company wants to differentiate from its competitors. Some achieve this through cost control, the discipline of operational excellence and passing those saving along to customers. Some through innovation and leading with the next new thing. So why aren’t customer experience ratings higher?

The opportunity to lead in every industry via customer experience seems to be waiting for whomever is really ready to step up.

For all that is written about delighting customers, something is not translating into action. At best, this is the gap between knowing and doing. At worst, this is reflecting choices, when push comes to shove, to prioritize everything but customer experience.

I know you are thinking it’s not you or your company; it’s the other guy and their company.

So why aren’t you stepping up to take the leadership advantage through customer experience?

Republished with author's permission from original post.

Marc Sokol
A psychologist with an eye for the ways organizational dynamics make it possible or impossible to delight customers, I see the world from the eyes of customers, employees and leaders who strive to transform customer experience.


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