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ClearAction

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Language: English

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Customer Experience Optimization  

Customer Experience Management: Customer-focused business process improvement and customer relationship skill development. Tips on customer hassle prevention for higher customer retention and profitability.

Show Notes

Practical customer experience management tips include improving customer retention, marketing ROI, predictive dashboards and balanced scorecards, customer profitability, touchpoints and moments of truth, customer experience innovation, customer satisfaction survey ROI, leveraging customer data, customer lifetime value (CLV), customer relationship management (CRM), customer loyalty programs, internal branding, brand equity and value, motivating initiative momentum through team recognition, executing customer commitments, customer service, customer relationship skills, customer advocacy, net promoter score, positive word of mouth.

  • On Demand Episodes

    Original Air Date:

    Untapped Gold Mines in Customer Experience Data

    Interview with Theresa Kushner, Director of Strategic Marketing Customer Intelligence at Cisco Systems: How to go after the gold in your customer data, avoid fool's gold, and refine your customer data gold to make a difference in your business growth and profitability. Theresa is co-author of the book, Managing Your Business Data: From Chaos to Confidence, which guides managers in how to grow a data culture and make data work for them, balancing the use of hard facts and professional instincts to protect and grow a business. Prior to Cisco, Theresa managed marketing programs at Texas Instruments and IBM. She's listed in Who's Who in B-to-B Marketing, and her team at Cisco received the National Council for Database Marketing Award for Analytics and Modeling, as well as The Data Warehouse Institute Best Practice Award in 2008, for Cisco's new customer intelligence center initiative that integrates customer data for sales, marketing and financial applications. This initiative assisted in correlating over $500 million in customer bookings.

    Category: Marketing
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  • Original Air Date:

    Improve Customer Experience Results by Enhancing Operations

    Interview with Dennis Weikle, Vice President of Customer Care at Virgin Mobile USA, now part of Sprint Prepaid group: how to manage customer sentiment through survey analytics, making operational improvements, and close-the-loop with customers on past issues. While most organizations track customer opinions for customer experience management, some have found that the real value of surveys lies in using the data to identify key issues and drive correction and prevention anywhere in the organization.

    Category: Marketing
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  • Original Air Date:

    Marketing Wins Strategic Clout by Driving Customer Experience Management

    Interview with David Cliche, Vice President of Global Interactive Marketing at Aon: how Marketing executives can elevate their role in the company by owning customer experience management. Historically, various functions have managed CRM and related initiatives, but Marketing is the natural fit for managing customer experience, as an essential strategy to brand management and business growth. Aon is a leading provider of risk management and workforce productivity solutions. Dave's role includes leadership of interactive marketing, CEM strategies, sales operations, corporate communications, marketing research and analysis, and knowledge management.

    Category: Marketing
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  • Original Air Date:

    Using Data Integration for a 360-Degree View of Customer Experience

    Interview with Swati Saxena, Customer Intelligence Manager at Hewlett-Packard: how to integrate disparate data sources to paint a more accurate picture of customer experience. Surveys, social media, CRM transactions and other sources provide valuable insights to help marketing, operations, R&D, and strategic planning. But their value is exponential when they are integrated. Find out how to handle a vast amount of data for practical applications and to predict financial performance of customer experience management.

    Category: Marketing
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  • Original Air Date:

    Customer Experience is the New Marketing

    Interview with Sean McDonald of Ants Eye View (consulting group helping companies engage in customer collaboration, social media, and community building); recently he was director of Dell's online community. Up to 95% of the customer's evaluation of your brand occurs outside of your sales and service touch-points. Learn by listening, get intelligence on what you should be offering and why, drive action within the company, and stay ahead of competitors in delivering superior customer experience.

    Category: Marketing
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  • Original Air Date:

    Customer Experience Management Using Social Media

    Interview with Kimarie Matthews, vice president of customer advocacy and loyalty at Wells Fargo Bank: how to monitor and manage customer experience using social media such as Twitter and the blogosphere. Discover customers' conversations about your brand, turn-around negative sentiment, and build comeraderie for improved customer experience and profitability.

    Category: Marketing
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  • Original Air Date:

    10 Tips for Innovating Customer Experience

    Sharing 10 must-do's for customer experience innovation -- or any innovation intended to derive revenue from customers! Best practices for getting and using the right data from customers, priority-setting, setup for success and creativity.

    Category: Marketing
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