Improving Customer Experience

Lynn Hunsaker

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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

22/07/2010

Employee Engagement in Balanced Scorecards

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}

6 min
10/07/2010

Creativity for Customer Experience Improvement

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)

4 min
09/07/2010

Improve Customer Experience by Eliminating Customer Focus Boundaries

'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)

3 min
20/05/2010

Strengthen Customer Relationship Through Customer Engagement

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).

3 min
20/05/2010

Improve Customer Experience by Reaching Out to At-Risk Customers

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).

3 min
20/05/2010

Why Satisfaction Surveys Aren't Customer Centric

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).

7 min
20/05/2010

Customer Experience Management by Walking the Talk

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).

4 min
20/05/2010

Customer Experience is Well-Defined by Metaphors

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).

3 min

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

Creator

Lynn Hunsaker
Years Active

2008 - 2010
Episodes

71
Rating

Clean
Show Website

Improving Customer Experience