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ClearAction

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Language: English

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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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    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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    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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