A short but informative video. Please note in particular, the “4 Customer (Guest) Experience Core Competencies.” They are described here as:
1. Purposeful Leadership: happens when leaders create a clear vision and act accordingly
2. Compelling Brand Values: having a strong sense of your brand’s values, which drives “who you are”
3. Employee Engagement: disengaged employees cannot create engaged customers (Guests); if you want employees to consistently deliver a great customer (Guest) experience, then they need to be valued, supported, and buy into your mission
4. Customer (Guest) Connectedness: in order to deliver on the needs of the customers (Guests), you must first understand those needs, Customer (Guest) Connectedness is about ensuring that all of your decisions are based on a deep understanding of what customers (Guests) are doing, thinking, and feeling. This takes a lot more than just using surveys
Customer Experience is not a veneer, but a reflection of the company’s culture and its operating processes (“Brilliant at the Basics!”)
If a company wants to build sustainable differentiation (from its competitors), then it will need to create a customer (Guest) centric organization.
Marco's Leadership Institute 