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ClearAction

http://www.ClearAction.biz


Country: United States

Language: English

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  • Dr. Angela Williams
  • Dee McCrorey
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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

  • On Demand Episodes

    Original Air Date:

    Dealing With Difficult People

    Customer experience is impacted by customer relationship skills for cross-functional internal clients as well as paying customers. Hence, everyone in a firm can help improve customer experience by mastering techniques for dealing with difficult people. - Adopt 7-step habit to be more proactive. - 4 methods to manage resistance. - 4 interaction styles & on-the-fly adjustments to bridge communication gaps. See also www.ClearAction.biz/skill-building

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