Improving Customer Experience

Customer Retention Begins With Trust

Lynn Hunsaker — Sat, 06 Jun 2009 09:50:36 GMT

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 Internal Branding is Central to Customer Experience Management

Lynn Hunsaker — Sat, 16 May 2009 12:11:52 GMT

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)

What IS Customer Experience?!

Lynn Hunsaker — Sat, 16 May 2009 11:58:20 GMT

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)

Customer Experience is Best Defined by Customers

Lynn Hunsaker — Tue, 13 Jan 2009 16:15:41 GMT

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.

Actions Speak Louder Than Words

Lynn Hunsaker — Sat, 28 Mar 2009 23:07:15 GMT

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.

Customer Experience Insights by Stepping Into Your Customers' Shoes

Lynn Hunsaker — Tue, 13 Jan 2009 15:43:18 GMT

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.

Customer Experience Management Balances Giving & Getting

Lynn Hunsaker — Tue, 13 Jan 2009 16:36:50 GMT

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.

5 Keys to Employee Engagement for Customer Experience

Lynn Hunsaker — Thu, 23 Apr 2009 15:04:19 GMT

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.

Building a Customer-Centric Culture: Engaging Employees & Customers

Lynn Hunsaker — Mon, 12 Oct 2009 05:42:02 GMT

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)

Missing! Systems Thinking for Customer Experience Business Results

Lynn Hunsaker — Sat, 28 Mar 2009 23:00:16 GMT

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.

Customer Experience: A Lucrative Opportunity for Marketers

Lynn Hunsaker — Tue, 06 Jan 2009 03:21:11 GMT

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.

Everybody Has a Customer

Lynn Hunsaker — Thu, 23 Apr 2009 02:48:25 GMT

"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.

Customer Service: 'Wow' Versus 'Ow'

Lynn Hunsaker — Tue, 02 Dec 2008 21:26:54 GMT

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)

4 Tips for Dealing With Difficult Customers

Lynn Hunsaker — Sat, 28 Mar 2009 23:11:17 GMT

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.

Customer Complaints: Love Those Lemons to Improve Customer Experience

Lynn Hunsaker — Tue, 06 Jan 2009 01:27:14 GMT

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.