CX Competency: Purposeful Leadership

In Customer Experiences with Soul Maria and I discuss the most recent customer experience research from Temkin Group, as well as discussing their model for the competencies business leaders and entrepreneurs must master to really be able to innovate in the area of CX design.

The four competencies are:

  1. Purposeful Leadership: Operate consistently with a clear set of values.
  2. Compelling Brand Values: Deliver on your brand promises to customers.
  3. Employee Engagement: Align employees with the goals of the organization.
  4. Customer Connectedness: Infuse customer insight across the organization.

They have produced this new video which provides an overview of Purposeful Leadership, where the goal is for leaders to act consistently with a clear, well-articulated set of values.

You can read more about the research of Temkin Group on their excellent blog Customer Experience Matters.

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