Brand Values Customer Centricity Customer Connectedness 
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MAY 9, 2019
Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage. And your programs and processes should reinforce customer connectedness.
Experience Matters
FEBRUARY 23, 2015
To understand how companies create customer experience, you need to understand The Six Laws of CX , which are described below in the short video and infographic. How Do You Build A Customer-Centric Culture?
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Experience Matters
JULY 28, 2017
As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Without Compelling Brand Values, the company is Adrift. Lacking Read More.
Experience Matters
NOVEMBER 14, 2014
I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3.
Experience Matters
JANUARY 20, 2015
This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.
Experience Matters
JUNE 4, 2015
Unless the company develops a more customer-centric culture, then adding people will at best only create superficial improvements. Comcast (and its peers) need to focus on building all four customer experience core competencies : Purposeful Leadership : Leaders operate consistently with a clear, well-articulated set of values.
Experience Matters
DECEMBER 16, 2016
If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.
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