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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

    Improve Customer Experience Results by Enhancing Operations

    ClearAction

    Date / Time:

    Category: Marketing

    Call-in Number: (347) 205-9726


    Interview with Dennis Weikle, Vice President of Customer Care at Virgin Mobile USA: 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.

    Upcoming Episodes

    - Untapped Gold Mines in Customer Experience Data

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    Original Air Date:

    When Bad News is Good News: Customer Feedback

    How to embrace customer complaints and low survey ratings as essential ingredients to improving customer experience: closed-loop communication, survey response rates, word-of-mouth marketing, and profit growth.

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    Customer Complaints: Love Those Lemons to Improve Customer Experience

    Negative customer feedback is a lot like biting into a lemon -- the bitterness is hard to love -- unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy lemonade. You're only as strong as your weakest link, so those lemons -- complaints and low survey ratings -- are indeed essential ingredients to improving customer experiences.

    customer feedbackTo squeeze your voice of the customer lemons into useful juice, you'll want to:
    1. Make it easy for customers to give you early warnings of their dissatisfaction
    2. Strive to see the whole picture of the customers' experience
    3. Analyze root causes


    customer complaintsTo add sugar, you'll want to ... Keep reading Customer Experience article

    Request a free worksheet to see how you can maximize your return on investment in customer complaint management.


    Contact the author     for tips on customizing this topic for your business.

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