For Customer Experience Professionals

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	September 17, 2008 The Customer Experience Journey Customer-Centric DNA Propels Firms Through Five Levels Of Maturity by Bruce D. Temkin with Steven Geller	Average: 10  (8 ratings)

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Executive Summary

Why is customer experience such a hot topic? Because it's important, complex, and broken. That's why firms should head toward Experience-Based Differentiation (EBD), a blueprint for customer experience excellence. But EBD can't be mastered overnight. Instead, companies must embark on a multiyear journey through five levels of EBD maturity: 1) interested; 2) invested; 3) committed; 4) engaged; and 5) embedded. Along the way, firms need to develop customer-centric DNA, a corporate culture with six components that include collective celebrations, commitment to employees, and consistent tradeoffs. To succeed in the transformation, firms must prepare for a multiyear journey and include their HR groups in the effort.

TABLE OF CONTENTS

• Companies Head Toward Experience-Based Differentiation
• The Experience-Based Differentiation Maturity Model
• Customer-Centric DNA Fuels Customer Experience Maturity

RECOMMENDATIONS

• Prepare For Your Customer Experience Journey

WHAT IT MEANS

• Only A Few Organizations Will Fully Mature
• Supplemental Material
• Related Research Documents

This is an excerpt