Improving Customer Experience

Trust is the foundation for long-term productive customer relationships. Customer involvement is essential, yet prevention of customer hassles is even more important. See presentation slides at http://www.slideshare.net/clearaction, and blog at Customer Experience Optimization for related resources. (18:37)

Why is it that only 12% of customers judge specific leading suppliers as extremely customer-centric? Internal branding is a multi-faceted cultural journey guiding everyone company-wide in managing their personal impact on customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise http://clearaction.biz/blog. (4:09)

You probably hear lots of “customer …” phrases that seem interchangeable. In reality, there are big differences in these terms, although they are related. Includes in-depth definition of CEM - customer experience management. From the blog Improve Customer Experience http://customer.ology.com. (4:51)

How to align customer programs with customers' definition of the customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:30) - Sign-up for ClearAction Newsletter.

Customers know they can't judge a book by its cover. The essence of great customer experience is consistently delivering your brand promise. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:42) - Sign-up for ClearAction Newsletter.

How to get a panoramic customer experience viewpoint. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:01) - Sign-up for ClearAction Newsletter.

How to make sure your customers are getting as much as they're giving as participants in your customer experience programs. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:14) - Sign-up for ClearAction Newsletter.

If CEM execution is broken, examine the foundation rather than fill potholes. Gain company-wide cooperation for customer experience strategies. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:48) -- Sign-up for ClearAction Newsletter.

See also Customer Experience Management webcast version. True customer focus is elusive, as internal realities often overshadow customer considerations in day-to-day decisions and behaviors. To get beyond lip-service, a major shift in company culture is necessary. Learn how to channel leadership and employee engagement to intersect with expectations and long-term well-being of customers. See blog at Customer Experience Optimization. (25:18)

All of the recent customer experience studies indicate that vital linkages are broken between survey results and business results, views of what customers want, brand promise and what's delivered. What's missing here is systems thinking! From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:30) - Sign-up for ClearAction Newsletter.

How to expand marketers' clout, and how to measure the only marketing metric that matters: growth of customer lifetime value. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:13) - Sign-up for ClearAction Newsletter.

"What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does." (Quote from Dr. W. Edwards Deming). From the blog Improve Customer Experience at http://customer.ology.com. (2:56)-- Sign-up for ClearAction Newsletter.

How to deliver 'wow' customer service by being 'w'illing to check for understanding -- on your part and on the customer's part. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:31)

Why do difficult situations occur with customers? Learn the 2 root causes and 4 proven steps to becoming skilled in handling difficult customer situations and having more fun in your job. From the blog Improve Customer Experience at http://customer.ology.com. (5:07) - Sign-up for ClearAction Newsletter.

How to embrace customer complaints and low survey ratings as essential ingredients to improving customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (2:23) - Sign-up for ClearAction Newsletter.

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