What is CX? CX represents what customers experience as well as the career field of customer experience management , which may also be abbreviated as CEX, CEM, CXM, CustExp particularly for social media hashtags. Customer experience is what a customer experiences : customers’ perceptions about how well a solution supports their intended outcomes. [fusion_sharing social_share_links="" layout_medium="" layout_small="stacked" layout="floated" tagline_visibility="yes" hide_on_mobile="small-visibility,medium-visibility,large-visibility" sticky_display="normal,sticky" margin_top="0px" margin_right="" margin_bottom="20px" margin_left="" backgroundcolor="#ffffff" border_top="1" border_right="1" border_bottom="1" border_left="1" border_color="#03a9f4" stacked_align_small="center" stacked_align="flex-start" alignment_medium="" alignment_small="space-between" alignment="flex-start" icons_boxed="yes" icons_boxed_radius="" icon_size="28px" icon_colors="#ffffff" box_colors="#03a9f4" separator_border_sizes="0" separator_border_color="#cccccc"][/fusion_sharing] See also: Customer Experience Playbook https://clearaction.com/customer-value/ This is a glimpse into what you gain from ClearAction Experience Leadership Mastery .

FAQs Archive • Page 2 of 4 • ClearAction CX Strategy e-Consulting

Q: What is Partner Experience Leadership?

What is Partner Experience Leadership? Partner experience leadership is alignment between what each partner provides and what each partner expected . It elevates partner experience management by being more partner-centric than self-centric. A prerequisite is company-wide alignment between what’s promised to customers and what customers experience. This is because waste with customers translates to waste with partners, and vice versa. [fusion_sharing social_share_links="" layout_medium="" layout_small="stacked" layout="floated" tagline_visibility="yes" hide_on_mobile="small-visibility,medium-visibility,large-visibility" sticky_display="normal,sticky" margin_top="0px" margin_right="" margin_bottom="20px" margin_left="" backgroundcolor="#ffffff" border_top="1" border_right="1" border_bottom="1" border_left="1" border_color="#03a9f4" stacked_align_small="center" stacked_align="flex-start" alignment_medium="" alignment_small="space-between" alignment="flex-start" icons_boxed="yes" icons_boxed_radius="" icon_size="28px" icon_colors="#ffffff" box_colors="#03a9f4" separator_border_sizes="0" separator_border_color="#cccccc"][/fusion_sharing] See also: Partner Experience Playbook

Q: What is Employee Centric Culture?

What is Employee Centric Culture? Employee-centric culture is the degree to which employees are respected in managers’ decision-making and actions . (Culture is a group’s ways of thinking and doing, and centric means what’s at the center of their attention.) Ideally, employees are at the center of managers’ attention within the context of meeting or exceeding customers’ needs. This makes sense since customers are the source of salaries, budgets, and dividends. For example, HCL Technologies’ CEO inverted the organizational pyramid to emphasize the necessity of every group across the company to support employees meeting customer needs. By implementing this, the company transformed from a struggling existence to fastest-growing in their industry within 5 years. [fusion_sharing social_share_links="" layout_medium="" layout_small="stacked" layout="floated" tagline_visibility="yes" hide_on_mobile="small-visibility,medium-visibility,large-visibility" sticky_display="normal,sticky" margin_top="0px" margin_right="" margin_bottom="20px" margin_left="" backgroundcolor="#ffffff" border_top="1" border_right="1" border_bottom="1" border_left="1" border_color="#03a9f4" stacked_align_small="center" stacked_align="flex-start" alignment_medium="" alignment_small="space-between" alignment="flex-start" icons_boxed="yes" icons_boxed_radius="" icon_size="28px" icon_colors="#ffffff" box_colors="#03a9f4" separator_border_sizes="0" separator_border_color="#cccccc"][/fusion_sharing] See also: Employee Experience Playbook https://clearaction.com/customers-first-employees-first/

Q: What is Customer-Centric Marketing?

What is Customer-Centric Marketing? The degree to which the entire Marketing department centers everything about their work on helping customers reach their intended outcomes. Sign of mature customer-centric marketing include: 1) Co-creating marketing with customers. 2) Silo-bridging 3) Dedicated customer experience budget 4) Balanced emphasis of marketing effort across the end-to-end customer life cycle As Peter Drucker said: " The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself ." [fusion_sharing social_share_links="" layout_medium="" layout_small="stacked" layout="floated" tagline_visibility="yes" hide_on_mobile="small-visibility,medium-visibility,large-visibility" sticky_display="normal,sticky" margin_top="0px" margin_right="" margin_bottom="20px" margin_left="" backgroundcolor="#ffffff" border_top="1" border_right="1" border_bottom="1" border_left="1" border_color="#03a9f4" stacked_align_small="center" stacked_align="flex-start" alignment_medium="" alignment_small="space-between" alignment="flex-start" icons_boxed="yes" icons_boxed_radius="" icon_size="28px" icon_colors="#ffffff" box_colors="#03a9f4" separator_border_sizes="0" separator_border_color="#cccccc"][/fusion_sharing] See also: Marketing Operations Playbook https://clearaction.com/customer-centric-marketing-step-up-performance/

Q: How Does Partner Experience Impact Customer Experience?

How Does Partner Experience Impact Customer Experience? Partners are relied upon to carry out significant needs in the customer experience. Therefore, transparency, timeliness, efficiency and effectiveness (among the partners and by each partner) are pivotal to customer experience excellence . Failures in the partner relationship or by either partner can cause significant waste in costs, resources, opportunities, and reputation for all parties involved. Good partner experience is ease of work and good customer experience is ease of doing business, where ease means minimizing negatives related to intended outcomes. [fusion_sharing social_share_links="" layout_medium="" layout_small="stacked" layout="floated" tagline_visibility="yes" hide_on_mobile="small-visibility,medium-visibility,large-visibility" sticky_display="normal,sticky" margin_top="0px" margin_right="" margin_bottom="20px" margin_left="" backgroundcolor="#ffffff" border_top="1" border_right="1" border_bottom="1" border_left="1" border_color="#03a9f4" stacked_align_small="center" stacked_align="flex-start" alignment_medium="" alignment_small="space-between" alignment="flex-start" icons_boxed="yes" icons_boxed_radius="" icon_size="28px" icon_colors="#ffffff" box_colors="#03a9f4" separator_border_sizes="0" separator_border_color="#cccccc"][/fusion_sharing] See also: Partner Experience Playbook <iframe src="https://www.linkedin.com/video/live/urn:li:ugcPost:6887785714893828096/"></iframe>

Q: What is Employee Experience Strategy?

What is Employee Experience Strategy? Employee experience strategy is executives’ shared vision on how employee-oriented management will maximize value . 1) Start with your high-potential employees’ expectations as your company’s EX goal. 2) Reality-check your corporate objectives, values, structure, cap-ex criteria, and so on relative to the EX goal. 3) Reality-check your reviews, agendas, development objectives, recognition criteria, and so on relative to the EX goal. 4) Plan how you will bring to life and make these a way of life throughout your company: voice of employees, employee intelligence, employee lifetime value, employee experience improvement, design, and innovation, employee engagement, and EX performance metrics. [fusion_sharing social_share_links="" layout_medium="" layout_small="stacked" layout="floated" tagline_visibility="yes" hide_on_mobile="small-visibility,medium-visibility,large-visibility" sticky_display="normal,sticky" margin_top="0px" margin_right="" margin_bottom="20px" margin_left="" backgroundcolor="#ffffff" border_top="1" border_right="1" border_bottom="1" border_left="1" border_color="#03a9f4" stacked_align_small="center" stacked_align="flex-start" alignment_medium="" alignment_small="space-between" alignment="flex-start" icons_boxed="yes" icons_boxed_radius="" icon_size="28px" icon_colors="#ffffff" box_colors="#03a9f4" separator_border_sizes="0" separator_border_color="#cccccc"][/fusion_sharing] See also: Employee Experience Playbook https://clearaction.com/customer-experience-strategy-definition/

Q: What is Strategic Marketing?

What is Strategic Marketing? Strategic marketing is unwavering focus on core-growth customers' views and goals as north star of every Marketing does. [fusion_sharing social_share_links="" layout_medium="" layout_small="stacked" layout="floated" tagline_visibility="yes" hide_on_mobile="small-visibility,medium-visibility,large-visibility" sticky_display="normal,sticky" margin_top="0px" margin_right="" margin_bottom="20px" margin_left="" backgroundcolor="#ffffff" border_top="1" border_right="1" border_bottom="1" border_left="1" border_color="#03a9f4" stacked_align_small="center" stacked_align="flex-start" alignment_medium="" alignment_small="space-between" alignment="flex-start" icons_boxed="yes" icons_boxed_radius="" icon_size="28px" icon_colors="#ffffff" box_colors="#03a9f4" separator_border_sizes="0" separator_border_color="#cccccc"][/fusion_sharing] See also: Marketing Operations Playbook

Q: What is a Partner Experience Journey?

What is a Partner Experience Journey? A partner experience journey is what a group of similar partners see, hear, taste, think, feel, and do across the timeline of their relationship with your brand . A journey map summarizes a partner experience journey in columns for the steps partners take and with icons or pictures to represent what partners care about, their expectations, consequences when things go well or not, and your performance gaps. [fusion_sharing social_share_links="" layout_medium="" layout_small="stacked" layout="floated" tagline_visibility="yes" hide_on_mobile="small-visibility,medium-visibility,large-visibility" sticky_display="normal,sticky" margin_top="0px" margin_right="" margin_bottom="20px" margin_left="" backgroundcolor="#ffffff" border_top="1" border_right="1" border_bottom="1" border_left="1" border_color="#03a9f4" stacked_align_small="center" stacked_align="flex-start" alignment_medium="" alignment_small="space-between" alignment="flex-start" icons_boxed="yes" icons_boxed_radius="" icon_size="28px" icon_colors="#ffffff" box_colors="#03a9f4" separator_border_sizes="0" separator_border_color="#cccccc"][/fusion_sharing] See also: Partner Experience Playbook https://clearaction.com/journey-mapping-focus-on-the-customers-experience/

Q: How Does Marketing Operations Impact Customer Experience?

How Does Marketing Operations Impact Customer Experience? Marketing Operations sets the tone for customers' introduction to your company and how well the customer lifecycle is supported by marketing . This tone is established by the external and internal marketing metrics selected and how they're managed, how campaigns are setup and optimized, how customers are segmented, how well marketing collaborates with internal and external stakeholders, and how marketing talent is developed. Customer experience goes well beyond a momentary impression: it's cumulative. Closing the gap between what's promised and what's delivered is vital to good customer experience, brand integrity, relationship strength, and customer lifetime value. [fusion_sharing social_share_links="" layout_medium="" layout_small="stacked" layout="floated" tagline_visibility="yes" hide_on_mobile="small-visibility,medium-visibility,large-visibility" sticky_display="normal,sticky" margin_top="0px" margin_right="" margin_bottom="20px" margin_left="" backgroundcolor="#ffffff" border_top="1" border_right="1" border_bottom="1" border_left="1" border_color="#03a9f4" stacked_align_small="center" stacked_align="flex-start" alignment_medium="" alignment_small="space-between" alignment="flex-start" icons_boxed="yes" icons_boxed_radius="" icon_size="28px" icon_colors="#ffffff" box_colors="#03a9f4" separator_border_sizes="0" separator_border_color="#cccccc"][/fusion_sharing] See also: Marketing Operations Playbook https://clearaction.com/customer-centric-marketing-align-for-growth/ https://clearaction.com/customer-experience-marketing-pros-cons/

Q: What is Marketing Management Maturity?

What is Marketing Management Maturity? Marketing management maturity is the level of accountability, alignment, and agility of the marketing organization from the perspective of customers, channel partners, alliance partners, suppliers, and internal stakeholders . Levels of maturity are mobilize, operationalize, align and embed. Mobilize: discover stakeholders' realities and expectations Operationalize: emphasize stakeholders' interests across all marketing strategies, governance, processes, metrics, technology, and infrastructure Align: close the gap between stakeholders' realities and expectations Embed: make organizational agility (nimbleness) a way of life [fusion_sharing social_share_links="" layout_medium="" layout_small="stacked" layout="floated" tagline_visibility="yes" hide_on_mobile="small-visibility,medium-visibility,large-visibility" sticky_display="normal,sticky" margin_top="0px" margin_right="" margin_bottom="20px" margin_left="" backgroundcolor="#ffffff" border_top="1" border_right="1" border_bottom="1" border_left="1" border_color="#03a9f4" stacked_align_small="center" stacked_align="flex-start" alignment_medium="" alignment_small="space-between" alignment="flex-start" icons_boxed="yes" icons_boxed_radius="" icon_size="28px" icon_colors="#ffffff" box_colors="#03a9f4" separator_border_sizes="0" separator_border_color="#cccccc"][/fusion_sharing] See also: Marketing Operations Playbook https://clearaction.com/marketing-maturity-model/

Q: What is Customer Centric Culture?

What is Customer Centric Culture? Customer-centricity is the degree to which customers are the central focus . Since culture is a group’s ways of thinking and doing, customer-centric culture is the degree to which customers are respected in a group’s decision-making and actions. [fusion_sharing social_share_links="" layout_medium="" layout_small="stacked" layout="floated" tagline_visibility="yes" hide_on_mobile="small-visibility,medium-visibility,large-visibility" sticky_display="normal,sticky" margin_top="0px" margin_right="" margin_bottom="20px" margin_left="" backgroundcolor="#ffffff" border_top="1" border_right="1" border_bottom="1" border_left="1" border_color="#03a9f4" stacked_align_small="center" stacked_align="flex-start" alignment_medium="" alignment_small="space-between" alignment="flex-start" icons_boxed="yes" icons_boxed_radius="" icon_size="28px" icon_colors="#ffffff" box_colors="#03a9f4" separator_border_sizes="0" separator_border_color="#cccccc"][/fusion_sharing] See also: Customer Experience Playbook https://clearaction.com/improve-customer-experience-by-eliminating-customer-focus-boundaries/ https://clearaction.com/customer-centric-employee-engagement-2/

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