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Customer Experience Optimization
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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…
If value is defined as benefits versus costs, what's your company's customer experience value ratio? Superior value is the objective of customers and marketers alike. And since customers hold the purse strings, marketers are compelled to view value…
Lynn,
Outstanding points. All to often, we talk about being customer-centric without truly including the customer as part of the process. The context and perspective that customers provide can give us so much clarity around our mission to provide w…
You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at…
This group provides a listing of customer contact publications (books, articles, white papers, presentations, videos) recommended by our members.
Comment Wall (5 comments)
- At 2:14pm on June 12, 2009,
Lekan Badejo said…
- Customer experience management is relatively not known here in My country (Nigeria).But for some multinationals in the bankingand telecoms industry,I need to know hw does one create a road map for organisations?is there any generic methodology?and above all how can one creat an executive buy in?
here is my linkedin status:
http://www.linkedin.com/pub/lekan-badejo
Lekanbadejo@gmail.com
olalekanbadejo@hotmail.com
badejol@othnielconsulting.com
- At 1:25pm on May 8, 2009,
Lynn Hunsaker said…
- Customer Experience Resources - mark your faves & tweet!
- twibes.com/groups/customer-experience
- twitter.com/clearaction
- facebook.com/dj/customerexperience
- customer.ology.com
- clearaction.biz/blog
- brighttalk.com/channels/2107/view
- blogtalkradio.com/customerexperience
- slideshare.net/clearaction
- clearaction.podomatic.com
- At 6:56pm on March 26, 2009,
Lynn Hunsaker said…
- Employee Engagement -- Customer Engagement -- Customer Data = new layout of my website: Customer Experience (www.ClearAction.biz)
- At 11:35am on February 20, 2009,
MICHAEL- ROHIT-SANYAL said… - Glad to connect with You
- At 9:47pm on September 25, 2008,
Lynn Hunsaker said…
- I just published my 1st ebook: Metrics You Can Manage For Success (www.clearaction.biz/metrics-incentives.html) and launched my podcast training series: Customer Relationship Skill-Building (www.clearaction.biz/podcast.html). Free sample ebook and sample podcast!
Profile Information
- Company Name:
- ClearAction
- Industry:
- Business services/Consulting
- Job Title or Area of Expertise:
- Customer Experience Improvement Strategist
- Total Number of Contact Center Agents (FTEs):
- 0
- Website:
- http://www.clearaction.biz
- Do you have a LinkedIn or other networking site profile you would like to link to?
- http://www.linkedin.com/in/lynnhunsaker
- I am available to help other members by answering questions in the following areas:
- - Create a seamless experience across points that touch a customer.
- Design/improve processes for hassle prevention & superior experiences.
- Listen to the right customers in the right ways.
- Ensure all your employees do their part to deliver your brand promises.
- Establish criteria for customer-facing employees’ tactical decisions.
- Assess voice of the customer relative to the full customer experience.
- Innovate for a differentiated end-to-end customer experience.
- Reinforce customer behavior that builds profitability.
eHandbooks & Resources for Customer Experience Improvement:
ClearAction means unique vision and rapid results.
CEM Executive Mentoring: Clearly see what's needed to take immediate action.
Customer Experience Enablers: Clear the way for organization-wide action.
eHandbooks by ClearAction
"This ebook should be saved on every marketer's desktop!"
- John Todor, author of Addicted Customers & Winning Mindshare
CEM Executive Mentoring: Clearly see what's needed to take immediate action.
Customer Experience Enablers: Clear the way for organization-wide action.
eHandbooks by ClearAction
"This ebook should be saved on every marketer's desktop!"
- John Todor, author of Addicted Customers & Winning Mindshare
Lynn Hunsaker's Blog
The Art of Listening: A Key to Customer-Centricity
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.… Continue Posted on October 22, 2009 at 2:00pm —
What's Your Customer Experience Value Quotient?
If value is defined as benefits versus costs, what's your company's customer experience value ratio? Superior value is the objective of customers and marketers alike. And since customers hold the purse strings, marketers are compelled to view value as customers do. In the customer experience value ratio… Continue Posted on October 2, 2009 at 2:50pm —
Customer-Focused Culture by Living With Your Customers: A Lesson From Amazon
You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at Amazon, since founder… Continue Posted on September 1, 2009 at 9:47am — 1 Comment
Customer Experience Innovation Involves Everyone
Every person in an organization is needed for customer experience innovation. That’s because customer expectations and competitive offerings are always on the rise. Your processes, policies, skills, and motivations have a lot to do with keeping customers coming back — and even more to do with customers deciding not to come back.
Think of your own situation as a customer — whenever you’ve decided not to go back to a certain product or service or place, it was usually because you were turned off… Continue
Think of your own situation as a customer — whenever you’ve decided not to go back to a certain product or service or place, it was usually because you were turned off… Continue
Posted on July 10, 2009 at 10:07pm —
Customer-Centric Culture Essential for Customer Experience Management
CLICK HERE FOR INTERNET RADIO VERSION
What Does it Mean to be Customer-centric?
To have the customer's best interests as the focus of your attention -- not to be pre-occupied in your own interests at the customer's expense.
To do this, you need to:
(1) Really know the customer in order to anticipate their best interests.
(2) Differentiate between primary and… Continue
What Does it Mean to be Customer-centric?
To have the customer's best interests as the focus of your attention -- not to be pre-occupied in your own interests at the customer's expense.
To do this, you need to:
(1) Really know the customer in order to anticipate their best interests.
(2) Differentiate between primary and… Continue
Posted on June 15, 2009 at 10:46am —
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