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Improving Customer Experience

  1. Employee Engagement in Balanced Scorecards2010/07/22
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  2. Creativity for Customer Experience Improvement2010/07/10

    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)
  3. Improve Customer Experience by Eliminating Customer Focus Boundaries2010/07/09

    '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)
  4. Strengthen Customer Relationship Through Customer Engagement2010/05/20

    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).
  5. Improve Customer Experience by Reaching Out to At-Risk Customers2010/05/20
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  6. Why Satisfaction Surveys Aren't Customer Centric2010/05/20
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  7. Customer Experience Management by Walking the Talk2010/05/20

    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).
  8. Customer Experience is Well-Defined by Metaphors2010/05/20
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  9. Customer Survey Action Plans & Feedback to Customers2010/05/19
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  10. Customer Experience Data: Untapped Gold Mines2010/05/19
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  11. 4 Customer Centric Culture Building Blocks2010/05/19
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  12. Customer Experience Management Using Social Media2010/05/19
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  13. Building a Customer-Centric Culture2010/05/19
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  14. Customer Experience is Decided by You2010/05/19
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  15. Customer Experience Improves Without TMI2010/05/19
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  16. Customer Experience Social Media Conversations2010/05/15
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  17. Customer Data Integration for a 360-Degree View of Customer Experience2010/05/15

    You’ve probably heard of the blind men who touched part of an elephant and were adamant about their interpretations. Businesses are in the same predicament without customer data integration for a panoramic viewpoint. Examples from Hewlett-Packard. From the blog Customer Experience Optimization : at http://clearaction.biz/blog (7:17).
  18. Energize Your Customer Experience Strategy2010/05/15

    For holistic customer experience management, the challenge is horizontal alignment to deliver intentional customer experiences. Keys to horizontal alignment, and what it takes to energize your customer experience strategy as a long-term journey enterprise-wide. Examples from Symantec. From the blog Customer Experience Optimization : at http://clearaction.biz/blog (8:04).
  19. Make Good Customer Experiences Easy2010/05/13
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  20. Marketing Wins Strategic Clout by Driving Customer Experience Management2010/05/14
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  21. New Rules of the Game for Innovation2010/05/14
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  22. Customer Experience Management Prevents Hassles2010/05/13
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  23. Recognize Employees for Improving Customer Experience2010/05/13
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  24. Customer Satisfaction Bonus Traps2010/05/13
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  25. Employee Engagement for Superior Customer Experience Management2010/05/13
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  26. Customer Experience Research & Customer Outcomes2010/05/13
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  27. Customer-Focused Culture by Living With Your Customers2010/05/13
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  28. Improve Customer Experience by Borrowing Ideas2010/05/13
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  29. Loyalty is Not Just for Customers2010/05/13

    Companies do a lot to encourage customer behavior that favors their brand. Yet, like most things in life, loyalty is a two-way street. Who are you loyal to? Features the book, Why Loyalty Matters. For the blog Customer Experience Optimization : at http://customer.ology.com (4:35).
  30. What's Your Customer Experience Value Quotient?2010/05/13
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  31. Double-Check Assumptions & Motives, to Improve Customer Experience2010/05/13

    When a customer asks you a question, do you double-check your assumptions about their intended outcome? So often we take customer inquiries at face value, or simply assume we know what is meant. No matter what your job, you have customers, and clarifying your customers’ intended outcome is smart business. For the blog Customer Experience Optimization :, at http://customer.ology.com (3:50).
  32. The Art of Listening, for Customer Experience Improvement2010/05/13

    Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well. 5 tips for customer-focused listening skills. From the blog Customer Experience Optimization : at http://customer.ology.com (3:26).
  33. Internal Customer Satisfaction: Help Me Help You2010/05/13

    Everything that external customers receive is the result of business processes. a business process involves a value chain of internal suppliers and internal customers. Help your internal suppliers help you deliver better customer experiences. From the blog Customer Experience Optimization :, at http://customer.ology.com (2:47).
  34. Inventing Great Customer Experiences: 10 Tips2010/05/13

    Every person in an organization is needed for customer experience innovation. That’s because customer expectations and competitive offerings are always on the rise. Here are 10 tips ANY organization can benefit from. From the blog Customer Experience Optimization :, at http://customer.ology.com (5:00).
  35. Culture of Trust for Customer Experience Management2010/05/13
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  36. Empower Employees to Deliver Great Customer Experiences2010/05/13
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  37. Customer Centricity Means Customer Centric2010/05/13
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  38. Customer Care Culture by Hiring Right2010/05/13
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  39. Customer Retention Begins With Trust2009/06/06

    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 : Customer Experience Optimization for related resources. (18:37)
  40. Why Internal Branding is Central to Customer Experience Management2009/05/16

    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)
  41. What IS Customer Experience?!2009/05/16

    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)
  42. Customer Experience is Best Defined by Customers2009/01/13

    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. (3:34) - Sign-up for ClearAction Customer Experience Optimization :
  43. Actions Speak Louder Than Words2009/03/28

    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 Customer Experience Optimization :
  44. Customer Experience Insights by Stepping Into Your Customers' Shoes2009/01/13

    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 Customer Experience Optimization :
  45. Customer Experience Management Balances Giving & Getting2009/01/13

    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. (3:13) - Sign-up for ClearAction Customer Experience Optimization :
  46. 5 Keys to Employee Engagement for Customer Experience2009/04/23

    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 Customer Experience Optimization :
  47. Building a Customer-Centric Culture: Engaging Employees & Customers2009/10/12
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  48. Missing! Systems Thinking for Customer Experience Business Results2009/03/28

    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 : (3:30) - Sign-up for ClearAction Newsletter .
  49. Customer Experience: A Lucrative Opportunity for Marketers2009/01/06

    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 : (4:13) - Sign-up for ClearAction Newsletter .
  50. Everybody Has a Customer2009/04/23

    "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 Customer Experience Optimization : (2:56)-- Sign-up for ClearAction Newsletter .
  51. Customer Service: 'Wow' Versus 'Ow'2008/12/02

    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 : (3:31)
  52. 4 Tips for Dealing With Difficult Customers2009/03/28

    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 ICustomer Experience Optimization : (5:07) - Sign-up for ClearAction Newsletter .
  53. Customer Complaints: Love Those Lemons to Improve Customer Experience2009/01/06

    How to embrace customer complaints and low survey ratings as essential ingredients to improving customer experience . From the blog Customer Experience Optimization : (2:33) - Sign-up for ClearAction Newsletter .
  54. Do the Whole Job for Customer Experience Success2009/05/16

    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 Customer Experience Optimization : (3:40)
  55. Proactive Customer Experience: Cisco's Anu Ranganath2009/06/16

    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 : Sign-up for ClearAction newsletter . (12:59)
  56. Improving Customer Experience by Overcoming Ethnocentric Customercentricity2009/01/06

    How to keep outside-in focus and customer-centric motives for customer experience improvement. From the blog Customer Experience Optimization :. (4:07) - Sign-up for ClearAction Newsletter .
  57. Measure Customer Value the Customer's Way2009/04/23

    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 : (3:14) - Sign-up for ClearAction Newsletter .
  58. Innovating the Superior Customer Experience2009/10/06
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  59. 10 Tips for Customer Experience Innovation2009/07/31

    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 , Customer Experience Optimization :, and Customer.ology.com . (13:54)
  60. Customer Experience Measurement: Is Your Focus Lagging?2009/01/13

    How to focus your customer experience measurement on leading indicators of success. From the blog Customer Experience Optimization : (3:42) - Sign-up for ClearAction Newsletter .
  61. Customer Experience Metaphors Offer Wealth of Insights2009/01/06

    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 : (3:12) - Sign-up for ClearAction Newsletter .
  62. Campaign Treadmill Versus Superior Customer Experience Management2009/01/06

    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 : (4:13) - Sign-up for ClearAction Newsletter .
  63. Customer Experience Management Improves Brand Value2009/01/06

    How to build brand equity by managing the customer experience value chain. From the blog Customer Experience Optimization : (3:32) - Sign-up for ClearAction Newsletter .
  64. Customer Experience Improvement on a Tight Budget2009/01/05

    How to improve customer experience with minimal out-of-pocket investment. From the blog Customer Experience Optimization : (7:39)
  65. CEM: High ROI by Leveraging Customer Data2009/01/06

    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 :(3:49)
  66. Customer Survey Metrics: Are They Really Satisfied?2009/01/13

    How an online retailer improved Customer Experience Optimization : 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 .
  67. Customer Experience Metrics Tips: Part 22009/04/23

    2 essential tips for keeping any initiative on track: #3 Predictive, #4 Sustained. From the blog Customer Experience Optimization : (4:54) - Sign-up for ClearAction Newsletter .
  68. Customer Experience Metrics Tips: Part 12009/04/23

    2 essential tips for keeping any initiative on track: #1 Connected, #2 Actionable. From the blog Customer Experience Optimization : (3:55) - Sign-up for ClearAction Newsletter .
  69. Performance Management Tools Increase ROI2009/01/05

    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 :. (4:58)
  70. Customer Experience Optimization Course Helps Firms Retain Customers in Slow Economy2009/01/05

    Announcing a 2-day course on how to optimize customer experience . From the blog Customer Experience Optimization : (5:24)
  71. Training Sample: Customer Skills - Communicator Styles: Infoming & Directing2008/12/12
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Improving Customer Experience
https://www.podomatic.com/podcasts/clearaction
ClearAction is a customer experience consulting firm specializing in mentoring executives for customer-focused innovation, business process improvement and customer relationship skill development. ClearAction emphasizes customer hassle prevention for greater results in customer retention and profitability. See www.ClearAction.biz

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