History
Icon-add-to-playlist Icon-download Icon-drawer-up
Share this ... ×
...
By ...
Embed:
Copy
Employee Engagement in Balanced Scorecards
Clean
July 22, 2010 03:29 PM PDT
itunes pic

For senior executives the traditional balanced scorecard provides insights for steering the corporation or initiative in the right direction. However, these high level metrics may appear out of reach for most employees. Hear practical methods for engaging employees in balanced scorecards. From the blog Customer Experience Optimization: Delivering Your Brand Promise. (5:36) Mevio {Mevio-df44d696b0fbde8457e21482896839fa}

Creativity for Customer Experience Improvement
Clean
July 09, 2010 05:21 PM PDT
itunes pic

Open your mind to new ideas for improving customer experience. It's a fast-paced highly competitive world, so continual improvement -- and occasional breakthroughs -- are imperatives for consistently delivering superior customer experience. From the blog Customer Experience Optimization: (4:10)

Improve Customer Experience by Eliminating Customer Focus Boundaries
Clean
July 09, 2010 12:04 PM PDT
itunes pic

'Customer-focus is important for certain job roles, but for other roles, we rely on our own wisdom.’ This is poisonous thinking when some parts of your company are excused from customer-focus. From the blog Customer Experience Optimization: (2:47)

Strengthen Customer Relationship Through Customer Engagement
Clean
May 20, 2010 12:04 PM PDT
itunes pic

Examples of customer engagement using Twitter, wikis, online communities, social network sites, and customer testimonials on flip phones. Examples from Comcast, Microsoft, Blackbaud, 3PAR, Intuit, Fox, Dell. From the blog Customer Experience Optimization: and the webcast Customer Retention Strategies (18:37).

Improve Customer Experience by Reaching Out to At-Risk Customers
Clean
May 20, 2010 11:57 AM PDT
itunes pic

Over-focus on customer acquisition teaches customers to switch brands. For example, the brand switching rate, called customer churn, is 40% for the mobile phone industry, compared to a 7% customer churn rate for the insurance and financial services industries. Some good advice is to quit training your customers to switch – get off the churn bandwagon. Example from Orange / France Telecom. From the blog Customer Experience Optimization: at http://customerexperience.vox.com (3:06).

Why Satisfaction Surveys Aren't Customer Centric
Clean
May 20, 2010 05:13 AM PDT
itunes pic

Customer Centricity by Discerning Satisfaction Outcomes vs Enablers. What’s the difference between the way customers volunteer feedback versus the way they’re requested to give feedback? One revolves around outcomes in the customer’s world, whereas the other revolves around customer satisfaction enablers in the company’s world. True customer-centricity requires primary focus and decision motivations be centered on the customer’s world, rather than the company’s. From the blog Customer Experience Optimization: at http://clearaction.biz/blog (7:06).

Customer Experience Management by Walking the Talk
Clean
May 19, 2010 06:00 PM PDT
itunes pic

Beyond customer surveys and rhetoric, an organization has to do things uniquely to lead its industry peers in superior customer experience. Examples from IBM, Toyota, Intuit, JetBlue, Enterprise. From the blog Customer Experience Optimization: (3:48).

Customer Experience is Well-Defined by Metaphors
Clean
May 19, 2010 05:42 PM PDT
itunes pic

Do you want to gain an in-depth understanding of customer experience? More information can be obtained from five customers than from 50 focus groups, according to Larry Huston, former Vice President of Knowledge and Innovation at Procter & Gamble: "Map a holistic experience and spend 12 hours with one consumer over a one-month period instead of running 50 focus groups where you have eight minutes with an individual consumer." From the blog Customer Experience Optimization: (2:31).

Customer Survey Action Plans & Feedback to Customers
Clean
May 19, 2010 04:52 PM PDT
itunes pic

Anytime customers share feedback — whether solicited via survey or unsolicited via complaint or casual comments to front-line employees — it’s important to acknowledge the customers’ view and thank them, with assurance you’re working on solutions. Don’t let them feel like they’re hanging on a cliff waiting for advice they offered to make a difference! Examples from Boeing & Motorola. From the blog Customer Experience Optimization: (2:54).

Customer Experience Data: Untapped Gold Mines
Clean
May 19, 2010 04:37 PM PDT
itunes pic

Go after the gold in your customer data, avoid fool’s gold, and refine your customer data gold to make a difference in your business growth and profitability. Untapped opportunities exist in: *Making use of unstructured data, such as customer inquiries. *Connecting data systems such as order-entry and sales. *Helping Sales, Service, Finance, and the whole company see the customer in totality. *Allowing customer-facing people easy access to combined customer/company data. *And more. Examples from Cisco Systems. From the blog Customer Experience Optimization: (5:13).

Next Page