Der amerikanis­che Cus­tomer Experience-Papst Bruce Temkin hat schon vor eini­gen Tagen in seinem Blog eine Liste mit 11 Artikeln vorgestellt, die jeder Entschei­dungsträger auf der Top-Managementebene von Unternehmen zu Jahres­be­ginn lesen sollte. Die englis­chsprachi­gen Beiträge richten sich an “Anfänger im Bere­ich Cus­tomer Expe­ri­ence” und sollen den Chefs in 60 Minuten eine Ein­führung geben, warum und wie sie den Kun­den stärker in den Mit­telpunkt ihrer Tätigkeit stellen kön­nen. Ein guter Überblick.

  1. The 6 Laws Of Cus­tomer Expe­ri­ence. Every exec­u­tive should under­stand these fun­da­men­tal dri­vers of how orga­ni­za­tions deliver cus­tomer experience.
  2. The Four Core Cus­tomer Expe­ri­ence Core Com­pe­ten­cies. The path to customer-centricity requires mas­ter­ing these four com­pe­ten­cies: Pur­pose­ful Lead­er­ship, Com­pelling Brand Val­ues, Employee Engage­ment, and Cus­tomer Con­nect­ed­ness. The report also has a self-assessment tool that execs can use to gauge their organization.
  3. My Cus­tomer Expe­ri­ence Man­i­festo Con­tin­ues. Pro­vides a per­spec­tive of how to think about cus­tomer expe­ri­ence management.
  4. Cus­tomer Experience-Loyalty Con­nec­tion. This report uses large-scale con­sumer research to show the link between cus­tomer expe­ri­ence and cus­tomer loy­alty, good for under­stand­ing ROI.
  5. What If Cus­tomer Expe­ri­ence Has No ROI?. This is a three-part post that explains he con­nec­tion between cus­tomer expe­ri­ence and busi­ness results.
  6. Cus­tomer Expe­ri­ence Affects Atti­tudes And Behav­iors. Shows how cus­tomer expe­ri­ence links to busi­ness and brand strategy.
  7. Three Char­ac­ter­is­tics Of Trans­for­ma­tional Lead­ers iden­ti­fies that ele­ments that lead­ers need if they want to drive change int heir organizations.
  8. Improve “Pur­pose­ful Lead­er­ship” In 2011. Gain a deeper under­stand­ing of the role that lead­er­ship plays in trans­form­ing cus­tomer experience.
  9. The 8 Signs Of Exec­u­tive Com­mit­ment. Gauge the com­mit­ment level of the exec­u­tive team with this sim­ple diagnostic.
  10. The Cus­tomer Expe­ri­ence Check­list Man­i­festo. Use this check­list of eight items to make sure that invest­ments will improve cus­tomer experience.
  11. 8 Cus­tomer Expe­ri­ence Trends For 2011. These trends give a good sense of where things are head­ing, but key an eye out for an updated list of megatrends.