Four competencies for great customer experience
Temkin Group has published results of their study on creating great customer experiences. Here are four core competencies for you to focus on:
- Purposeful leadership. Make sure your team leaders operate consistently based on clear, well-articulated values.
- Emplyee engagement with your goals. As we've explored in previous issues of Sparks, it's critical to get employee buy-in on core brand values.
- Compelling brand values. Make your values drive decisions about the way customers are treated.
- Customer connectedness. Offer easy ways for customers to provide insight—and integrate them throughout your organization.
Temkin has published a handy assessment to help you evaluate where you stand on these competencies. The better your competency, the greater your results.
Great handbook on creating customer evangelists
Strong brands don't just have customers, they have evangelists. As we detail in our article Branding 101: A Primer for Business, having brand evangelists allows you to charge higher prices, stake out greater market share, reduce customer churn, and more.
Ben McConnell and Jackie Huba have published the e-book Testify! How Remarkable Organizations are Creating Customer Evangelists.
The book profiles 18 companies and organizations across the spectrum who have successfully created brand evangelists and improved their bottom line. Check it out!