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).
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).
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).
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).
The absolute most important aspect of customer retention is culture. Culture is the way things are thought about, talked about, and done. If TRUST is the basis for any long-term relationship, then a culture of trust is essential to customer retention. Two great examples are Kimpton – a boutique hotel chain, and Cisco Systems. From the blog Customer Experience Optimization: Living Your Brand Promise, at http://customerexperience.vox.com (2:02).
Customer experience is the result of combined efforts from a vast array of people, from top management to front-line employees, to channel partners. When management creates and reinforces techniques to inspire outside-in thinking and behaviors, employees are likely to "live" the brand promise -- this is called internal branding. Examples from Publix Supermarkets, Cabela's, EMC, Dell, Altera. From the blog Customer Experience Optimization: Living Your Brand Promise, at http://customerexperience.v...
Organizations that are centered around their customers know that it's not a part-time role. To truly be customer-centric, everyone company-wide needs to have a deep understanding of the customer's world. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer's world, exemplified by their decision-making and behaviors. Here are some great examples of companies whose customers agree are doing a superior job at being customer-centric: Amazon.com...
When customer experience requirements guide the hiring process, a company is practicing outside-in thinking. In fact, most companies that are consistently listed as top customer service providers have very deliberate methods for choosing the right people who will properly represent the company's brand promise. Examples from Southwest Airlines, Nordstrom, Ritz-Carlton. From the blog Customer Experience Optimization: Living Your Brand Promise, at http://customerexperience.vox.com (3:54).
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)
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)
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)
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)
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)
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)
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)
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)
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:
"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.
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.
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.
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.
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.
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:
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.
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.
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.
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:
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:
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:
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.
