Customer Experience Success Requires Four Organizational Capabilities

Online, June 15, 2010 (Newswire.com) - In a newly published research report called "The Four Customer Experience Core Competencies," Temkin Group unveiled its customer experience competency model. The research identifies four areas of competencies that companies must master in order to build and sustain customer experience leadership: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness.

"Any company can make isolated improvements in their customer experience. But lasting and significant change only comes when you embed good practices throughout the fabric of your organization," stated Bruce Temkin, Customer Experience Transformist and Managing Partner of Temkin Group.

The research describes the four customer experience competencies and also contains an assessment tool for companies to rate their customer experience maturity. Temkin Group has made the research available, free of charge, from the blog Customer Experience Matters (http://experiencematters.wordpress.com) or from its website (http://www.temkingroup.com).

According to Temkin: "We decided to make the research available to everyone in order to raise the quality of the dialogue around customer experience. Hopefully more organizations will understand what it takes to truly improve customer experience."

For more information, visit http://www.temkingroup.com.