Tag Archives: Bruce Temkin

Engaged employees – a management pipedream?

61% of companies are aiming to deliver the best customer experience (CE) in their industries over the next three years according to ex-Forrester analyst and CE expert Bruce Temkin. That customer experience is widely regarded as an area in which to differentiate a brand is no surprise to those at this year’s European Customer Experience World. Striving for excellence was the common denominator amongst delegates.

Attempting to find Sofitel Heathrow T5 with a satnav that predates T5 is not much fun

For Temkin, customer experience correlates to loyalty and there are four competencies that an organisation must have to be customer centric: purposeful leadership; compelling brand values; customer connectedness and employee engagement. This last one you can gauge by asking the question, ‘are your employees fully committed to your goals?’

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