Improving Customer Experience

Do the Whole Job for Customer Experience Success

Lynn Hunsaker — Sat, 16 May 2009 12:06:33 GMT

Whether you’ve got external or internal customers, they expect you to ‘do the whole job’! Do the whole job and you’ll enjoy more secure customer relationships. You’ll benefit not only in the short-run, but also in the long-run as you build customer equity, lifetime value and reliable profit streams. From the blog Improve Customer Experience http://customer.ology.com. (3:40)

Customer Satisfaction Cliffhangers: Close the Loop!

Lynn Hunsaker — Tue, 13 Jan 2009 15:48:57 GMT

How to close the loop with customers to improve future response rates, and most importantly, improve customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (2:32) - Sign-up for ClearAction Newsletter.

Proactive Customer Experience: Cisco's Anu Ranganath

Lynn Hunsaker — Tue, 16 Jun 2009 21:34:04 GMT

Interview with Anu Ranganath, Cisco Systems Global Customer Engagement Program Manager for Quality Initiatives. Definitions and examples of Customer Experience, Brand Promise, Customer Touchpoints and Loyalty Value. From www.blogtalkradio.com/customerexperience. Related information at Customer Experience Optimization blog. Sign-up for ClearAction newsletter. (12:59)

Improving Customer Experience by Overcoming Ethnocentric Customercentricity

Lynn Hunsaker — Tue, 06 Jan 2009 16:48:58 GMT

How to keep outside-in focus and customer-centric motives for customer experience improvement. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:26) - Sign-up for ClearAction Newsletter.

Measure Customer Value the Customer's Way

Lynn Hunsaker — Thu, 23 Apr 2009 00:23:26 GMT

Customers automatically use 50 or more metrics for any customer experience. We may be re-inventing the wheel as we strive to come up with customer metrics that spell success. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:14) - Sign-up for ClearAction Newsletter.

Innovating the Superior Customer Experience

Lynn Hunsaker — Tue, 06 Oct 2009 15:34:30 GMT

See also Customer Experience Innovation webcast version. Customers in the information age are savvy, discerning and demanding of solutions that address their full spectrum of needs. A key to cracking the code for superior market positioning is innovation of the customer experience. Beat your competition in ways that are hard for them to copy. See blog at Customer Experience Optimization. (24:09)

10 Tips for Customer Experience Innovation

Lynn Hunsaker — Fri, 31 Jul 2009 12:46:11 GMT

Any innovation needs to be a winner in customer experience, or it will be short-lived. Here are 10 essential steps to hitting the mark. See Customer Experience Radio Show, New Rules of the Game for Innovation, and Customer.ology.com. (13:54)

Customer Experience Measurement: Is Your Focus Lagging?

Lynn Hunsaker — Tue, 13 Jan 2009 16:57:32 GMT

How to focus your customer experience measurement on leading indicators of success. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:42) - Sign-up for ClearAction Newsletter.

Customer Experience Metaphors Offer Wealth of Insights

Lynn Hunsaker — Tue, 06 Jan 2009 04:47:16 GMT

How to access the 80% of customer communication that is nonverbal, and the 95% of customer experience thought, emotion and learning that occur in the unconscious mind. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:02) - Sign-up for ClearAction Newsletter.

Campaign Treadmill Versus Superior Customer Experience Management

Lynn Hunsaker — Tue, 06 Jan 2009 18:24:35 GMT

Keep your customers coming back for more -- organically! Reduce reliance on expensive marketing campaigns in favor of sustained momentum in differentiated customer experiences. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:13) - Sign-up for ClearAction Newsletter.

Customer Experience Management Improves Brand Value

Lynn Hunsaker — Tue, 06 Jan 2009 16:44:10 GMT

How to build brand equity by managing the customer experience value chain. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:37) - Sign-up for ClearAction Newsletter.

Customer Experience Improvement on a Tight Budget

Lynn Hunsaker — Mon, 05 Jan 2009 17:31:28 GMT

How to improve customer experience with minimal out-of-pocket investment. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (7:39)

CEM: High ROI by Leveraging Customer Data

Lynn Hunsaker — Tue, 06 Jan 2009 16:58:10 GMT

How to get higher return on investment from customer surveys and other customer data, and simultaneously improve customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:53)

Customer Survey Metrics: Are They Really Satisfied?

Lynn Hunsaker — Tue, 13 Jan 2009 18:03:30 GMT

How an online retailer improved customer experience, revenue and profit by analyzing bottom-box survey responses. From guest blogger Michele Goetz at the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:00) - Sign-up for ClearAction Newsletter.

Customer Experience Metrics Tips: Part 2

Lynn Hunsaker — Thu, 23 Apr 2009 00:18:18 GMT

2 essential tips for keeping any initiative on track: #3 Predictive, #4 Sustained. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:54) - Sign-up for ClearAction Newsletter.

Customer Experience Metrics Tips: Part 1

Lynn Hunsaker — Thu, 23 Apr 2009 00:08:17 GMT

2 essential tips for keeping any initiative on track: #1 Connected, #2 Actionable. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:55) - Sign-up for ClearAction Newsletter.

Performance Management Tools Increase ROI

Lynn Hunsaker — Mon, 05 Jan 2009 19:29:00 GMT

Announcing new handbook "Metrics You Can Manage For Success" which demonstrates how to ensure your metrics are linked to the big picture, actionable, predictive and sustainable. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:24)

Customer Experience Optimization Course Helps Firms Retain Customers in Slow Economy

Lynn Hunsaker — Mon, 05 Jan 2009 22:09:33 GMT

Announcing a 2-day course on how to optimize customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:24)

Training Sample: Customer Skills - Communicator Styles: Infoming & Directing

Lynn Hunsaker — Thu, 11 Dec 2008 19:14:22 GMT

Sample Training Podcast: Have you ever longed for a practical way to connect with someone who sees the world differently? Do you ever work with someone who misinterprets your intention or seems uncooperative? Inspire your sales and service representatives with real-time insights to improve productivity and efficiency through stronger customer relationships. Ask ClearAction how this can be customized for your company. (5:03)

5 Keys to Employee Engagement for Customer Experience Improvement

Lynn Hunsaker — Thu, 30 Apr 2009 15:29:50 GMT

See also Customer Experience Management Webcast Version. 5 vital keys can pay excellent dividends in customer experience improvement momentum through superior employee engagement levels that heighten customer-centricity and prevent customer hassles. In a dynamic business environment, there's no realistic end-point to CEM; customer experience improvement is a way of life. See blog version at Customer Experience Optimization - Delivering Your Brand Promise. (16:45) -- Get ClearAction Advice.

Sample AudioBook: Customer Experience Improvement Momentum

Lynn Hunsaker — Thu, 23 Apr 2009 12:14:13 GMT

Proven methods for building and maintaining momentum for customer experience improvement by engaging employees company-wide. Apply systems thinking, change management and internal branding for significant breakthroughs in customer program results. See ehandbook at http://www.ClearAction.biz/momentum.html. (8:58) -- Sign-up for ClearAction Newsletter.

Sample AudioBook: Metrics You Can Manage For Success

Lynn Hunsaker — Tue, 02 Dec 2008 22:11:01 GMT

For ANY use of metrics -- learn how to monitor the actionable metrics that are predictive of big-picture goals -- improve your ability to predict outcomes, course-correct mid-stream, motivate desired behaviors, and earn needed resources and clout. See reader reviews at http://www.clearaction.biz/metricsbook.html. (4:31)

Metrics You Can Manage For Success

Lynn Hunsaker — Thu, 15 Jan 2009 00:57:14 GMT

How to choose actionable and predictive metrics as leading indicators of your overall objectives. Setup key performance indicators, measurement dashboards, balanced scorecards, and management tools for follow-through and accountability. Track hard-to-quantify goals. Applies to any use of metrics, whether for business, government, education, non-profit, entrepreneurship or personal goals. Improve your ability to predict outcomes, course-correct mid-stream, motivate desired behaviors, and earn needed resources and clout. See http://www.clearaction.biz/metricsbook.html. (46:09) - Sign-up for ClearAction Newsletter.