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ClearAction

http://www.ClearAction.biz


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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, 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:

    Customer Experience is the New Marketing

    Interview with Sean McDonald of Ants Eye View (consulting group helping companies engage in customer collaboration, social media, and community building); recently he was director of Dell's online community. Up to 95% of the customer's evaluation of your brand occurs outside of your sales and service touch-points. Learn by listening, get intelligence on what you should be offering and why, drive action within the company, and stay ahead of competitors in delivering superior customer experience.

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  • Original Air Date:

    Customer Experience Management Using Social Media

    Interview with Kimarie Matthews, vice president of customer advocacy and loyalty at Wells Fargo Bank: how to monitor and manage customer experience using social media such as Twitter and the blogosphere. Discover customers' conversations about your brand, turn-around negative sentiment, and build comeraderie for improved customer experience and profitability.

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