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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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    4 KPI Tips to Improve Customer Experience & Business Results

    Key performance indicators are often in-actionable or disconnected from ultimate goals. Keep customer experience initiatives on track with 4 practical steps to empowering people with the right metrics, guiding great outcomes for your business.

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    Customer Experience Measurement: Is Your Focus Lagging?

    KPIsWe monitor customer satisfaction, net promoter scores and business results as barometers of success. These indicators are important in ‘reading the tea leaves’ of evolving customer expectations and competitive scenarios. Yet, because these measures are things which stakeholders (i.e. investors and customers) have already experienced, they are in fact lagging indicators of success.

    Lagging indicators are necessary but insufficient. They give us a sense of the big picture, but they are not actionable. To move the needle for these big-picture metrics we need to monitor correlated actionable metrics that allow us time to make fundamental changes. If we monitor the right actionable metrics, their progress — or lack thereof — can be predictive of progress in the big-picture metrics.


    metricsKeep reading Customer Experience article

    The ehandbook Metrics You Can Manage For Success provides guidelines and templates for identifying actionable, predictive leading indicators of overall objectives. For purchases through clearaction.biz/metricsbook, your 20% discount code = ‘BlogTalk’


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

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