This Week in BlogTalkRadio, 11/30-12/6

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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, 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.

    Upcoming Episodes

    - Untapped Gold Mines in Customer Experience Data

  • On Demand Episodes

    Original Air Date:

    Team Recognition 2.0: Key to Employee Engagement

    This is the era of two-way conversations enabled by technology, with anyone, anywhere, anytime. Typical recognition programs are one-way communication from management. A two-way communication process engages employees: *Taps into employee perspectives about noteworthy achievements. *Enables real-time documentation of initiative progress. *Allows various management levels to have visibility into teams' journeys. *Provides executives with opportunities to give constructive feedback to make team achievements even more significant and far-reaching.

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  • Date / Time:

    5 Keys to Employee Engagement for Customer Experience

    Lack of cooperation across organizations is a momentum inhibitor for customer experience management (CEM). Among best-in-class CEM practitioners, top challenges are:
    * Cross-channel CEM.
    * Organization-wide focus on customer service differentiation.
    * Commonly agreed-to metrics.
    * 360-degree view of customers.


    Engagement Motivator DiscoveryIf CEM execution is broken, examine the foundation rather than fill potholes. Tendencies to focus on IT solutions, statistics, simplified metrics, customer acquisition, or isolated opportunities have over-shadowed the realities of people and processes and culture as the most important determinants of customer experience. There are 5 vital components to company-wide employee engagement for significant ongoing customer experience business results.

    Keep reading Customer Experience article



    Customer Experience ImprovementThe e-handbook Customer Experience Improvement Momentum includes techniques and tools for each of these 5 keys to employee engagement. At ClearAction.biz/momentum, your 20% discount code = "BlogTalk".

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

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