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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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    10 Tips for Innovating Customer Experience

    Sharing 10 must-do's for customer experience innovation -- or any innovation intended to derive revenue from customers! Best practices for getting and using the right data from customers, priority-setting, setup for success and creativity.

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    New Rules of the Game for Innovation

    Customer Experience ManagementSuccessful innovation has less to do with the best investment, technology, research and designers. A thorough understanding of what customers want is based on desired outcomes rather than features and reactions to concepts and prototypes. 

    From the customer's viewpoint, the solution that your firm sells is a means-to-an-end. It's simply a tool meant to enable the customer's desired outcome. Customers should be segmented by circumstances surrounding their desired outcomes, in place of demographics or psychographics. Metrics for innovation and operations can be obtained from customers themselves, capturing their inherent evaluations throughout their selection and usage processes. And innovation is expected to be a part of everyone's job across the organization, instead of the engineer's realm.

    Customer Experience InnovationKeep reading Customer Experience article

    See the e-handbook Innovating Superior Customer Experience for step-by-step guidelines, diagrams and templates covering more than 30 best practices for in-depth customer knowledge and innovation applications, as well as creativity tools and internal innovation techniques. At clearaction.biz/innovation, your 20% discount code = "BlogTalk".

    Contact the author to find out how to customize these tips to your situation.

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