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ClearAction

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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.

  • Upcoming Episodes

    Marketing Wins Strategic Clout by Driving Customer Experience Management

    ClearAction

    Date / Time:

    Category: Marketing

    Call-in Number: (347) 205-9726


    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.

    Upcoming Episodes

    - Improve Customer Experience Results by Enhancing Operations

  • On Demand Episodes

    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.

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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.

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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.

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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.

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  • Date / Time:

    New Rules of the Game for Innovation

    Customer Experience ManagementSuccessful innovation has less to do with the best investment, technology, research and designers. A thorough understanding of what customers want is based on desired outcomes rather than features and reactions to concepts and prototypes. 

    From the customer's viewpoint, the solution that your firm sells is a means-to-an-end. It's simply a tool meant to enable the customer's desired outcome. Customers should be segmented by circumstances surrounding their desired outcomes, in place of demographics or psychographics. Metrics for innovation and operations can be obtained from customers themselves, capturing their inherent evaluations throughout their selection and usage processes. And innovation is expected to be a part of everyone's job across the organization, instead of the engineer's realm.

    Customer Experience InnovationKeep reading Customer Experience article

    See the e-handbook Innovating Superior Customer Experience for step-by-step guidelines, diagrams and templates covering more than 30 best practices for in-depth customer knowledge and innovation applications, as well as creativity tools and internal innovation techniques. At clearaction.biz/innovation, your 20% discount code = "BlogTalk".

    Contact the author to find out how to customize these tips to your situation.

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  • Original Air Date:

    Reactive vs Proactive Customer Experience Improvement

    Interview with Anu Ranganath, Cisco Systems Global Customer Engagement Program Manager for Quality Initiatives. Customer lifetime value is greater for firms that focus more on proactive customer experience improvement. Why? waste from reactive approaches is reduced and organic up-selling, cross-selling and positive word-of-mouth are increased.

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  • Date / Time:

    Building a Customer-Centric Culture

    customer focusWhat Does it Mean to be Customer-centric?
    To have the customer's best interests as the focus of your attention -- not to be pre-occupied in your own interests at the customer's expense.

    To do this, you need to:
    (1) Really know the customer in order to anticipate their best interests.
    (2) Differentiate between primary and secondary motives.
     
    Customer-Centric Primary Motives:
    Making it easier and nicer for the customer to get and use solutions.

    Self-Centric Secondary Motives:
    Building revenue and profit through new product development, word-of-mouth, etc.

          customer focus
    Keep reading Customer Experience article

    Contact the author to find out how to customize these tips to your business.

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