"Customer Connectedness" er en av fire kompetanser som, i følge Temkin Group Insight Report, må være på plass for å kunne kalle seg kundeorientert. I tillegg til at vi liker gode uttrykk, falt vi også litt for beskrivelsen av oppskriften på hvordan koplingen kunne komme (bedre) på plass.

1. Focus on target segments
There’s a user experience saying: “any experience that’s built to meet everyone’s needs won’t meet anyone’s.” It’s quite true; different segments can react quite differently to the same treatment. So companies must have and use a clear customer segmentation model to guide all of its decisions.

2. Build a closed-­loop voice of the customer (VoC)program
Customers are more than willing to tell you what they think; as long as you give them a good forum to respond and you do something about what they say. That’s why companies need a VoC program in which they collect, analyze, and respond to customer feedback.

3. Develop strong user-­centric design skills
Good experiences don’t happen by accident; they’re purposefully designed. Every touchpoint should be created (and tested) to meet the needs of customers – whether it’s a Website page, iPhone app, call center script, monthly statement, or retail store layout.

4. Make customer insight widely available
Every part of an organization can benefit from more customer insight. So companies need to invest in the infrastructure to widely share this information.

De tre neste kompetanseområdene er forresten "Purposeful Leadership", "Employee Engagement" og "Compelling Brand Values", og du kan teste deg selv og/eller firma du jobber i på side 8 i whitepaperet under.
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