You see what customers need fixed.
But who’s responsible isn’t accountable.
So, CX gaps rob growth for everyone.
Want to change this?
These are silos. Even when every department is working hard,
customers feel the gaps between departments.
Rise above these roadblocks
Get your step-by-step guide, template for action, pitfalls to avoid, multiplier factors, and real-life examples.
“ClearAction is masterful in aligning stakeholders, both inside and outside the company. They see the ‘big picture’ and how all the pieces create a successful effort for accountability and generating ROI. I highly recommend them to assist you in your vision.”
Your CX success rises with our playbooks
Here’s what changes when you use ClearAction’s thorough CX Playbooks.
“ClearAction is an expert in overall business operations. They taught us things that would not readily cross our minds, and increased our efficiency and accuracy in many areas. They have been an invaluable resource for me and my team to learn best practices.”
Four steps to your playbook
Choose the guidance level and topic(s) your company needs most right now.
Choose from 9 goals
Which goal stands out most to you?
Trust your first impression. Start there first.
Library of CX playbooks
Prove Value
1. Design Money Value
Quantify money value of enhancements, UX, DX, HCD, CJM, orchestration, etc. and link to business goals + business results.
2. Support Money Value
Quantify money value of FCR, AHT, CES, CSAT, KM, self-service, channels, etc. and link to business goals + business results.
3. VoC Money Value
Quantify money value of VoC, NPS, CJM, analyses, personas, etc. and link to business goals + business results.
4. Lifetime Value
Identify profit-takers and profit-makers; 6 ways to prioritize efforts for customers; current, future, and strategic profitability. (Platinum)
Increase Value
5. Core-Growth Customers
Influence business development to focus on trends in intersection of customers’ spend x costs to serve.
6. Ultimate Aims
Guide all you do by top 2-3 themes for what customers + employees + partners pursue in their life or business.
7. Close Top Gaps
Show each department company-wide their top 2 ways to stop bad CX/EX/PX and create new value in CX/EX/PX.
8. 6 A’s Workshops
Absorb what’s Asked, Adopt responsibility, plan how to Apply root cause action, and Account and Applaud progress.
Save Money
9. Expand Budgets
How to expand budgets in challenging circumstances by reducing causes of chronic issues bothering customers.
10. Expand Value
How to avoid shrinkflation, skimpflation, sneakflation, and inflation by focusing managers on causes of price pressure.
11. Expand Accountability
How to influence strong accountability of organizations and individuals, regardless of your managerial level or scope.
12. Stop Sloppiness
Stop sloppy handoffs where problematic work process outcomes are thrown over the fence to touchpoints.
Connect the Dots
13. Bonus Criteria
Emphasize action progress to improve value to customers, employees, and partners.
14. Internal CX
Guide managers to sync for efficiency and effectiveness with internal groups who rely upon outcomes of their work.
15. Executive Listening
VPs/Chiefs visit and listen to their counterpart to drive internal organizational learning.
strong>16. Meeting Agendas
Get CX/EX/PX regularly on the agenda of everyone’s staff meetings and reviews of all kinds.
Motivate Prevention
strong>17. Inter-dependencies
For each organization: who depends upon whom, why, when, so what … for charters, performance criteria, reviews, rewards. (Platinum)
18. Self-Report Recognition
How to set up reward teams who make new value, prevent issues, and solve root causes for internal and external customers. (Platinum)
19. Reviews & Rewards
How to embed customer-focus in reviews of all kinds and rewards of all kinds across your company.
20. CX = Business Outcomes
Guide managers’ communication habits to always link customers’ costs and gains to business costs and gains, and vice versa.
Get In Sync
21. Employees’ Purpose
How to relate any role to customer experience wins and losses. Show them why customers pay for their salary.
22. Everyone’s Strategies
How to guide non-customer-facing and touchpoint groups in syncing their annual strategy to core-growth customers’ goals.
23. Real-Life Value Prop
How to revise value propositions to match realities of customers’ end-to-end journey, and vice versa.
24. North Star
Define how customers want to feel across their end-to-end journey and simplify this for everyone’s decision-making.
Stop Silos
25. Strategic Pillars
Bring high visibility to pillars’ dependence upon and benefits from customers, employees, and partners.
26. Sync Policies
Analyze what’s in-sync and out-of-sync with CX/EX/PX in external and internal policies of all kinds, and closet gaps.
27. Smooth Silos
4 universal keys to smoothing 5 execution silos and 5 operational silos, plus keys for each of these 10 silos.
28. Cost Containment
Customer intelligence as basis for cost containment analyses and decisions, to avoid value damage, and increase value.
Elevate Governance
29. CX Champions
Selection, communication, development, and engagement with CXM core team and within their own organizations.
30. CX+EX+PX Council
Raise their mission to silo-smoothing, empowerment governance, syncing accountability.
31. CX+EX+PX Strategy
Shared vision for customer-centered business maximizing value: outline your CX+EX+PX management approach. (Platinum)
32. Internal Marketing
Translate CX/EX/PX care-abouts to managers’ care-abouts to engage them via a portfolio of channels/communications.
Make Them Shine
33. Stakeholder Inventory
Your personal guide for motivating and removing roadblocks for everyone you depend upon for great CX/EX/PX.
34. Stakeholder Lingo
Discuss and report CX/EX/PX in phrasing and rhythms of each organization inside your company.
35. CX+EX+PX Sync
Guide to syncing approaches for customers and employees and partners experience management.
36. Intended Outcomes Partnering
How you come across to your stakeholders, and how to increase their engagement with CXM for intended outcomes.
“ClearAction’s practical tools can be implemented right away. They elevated our collective CX knowledge and helped us achieve a higher level of CX maturity.”
Pick your guidance level
One payment. A lifetime license for use inside your own company.
and an hour of guidance from Lynn. (non-Platinum)
You can exchange a playbook only if you haven’t opened it yet.
Let’s do an online walkthrough first, to ensure you love it.
See your license terms.
Questions
Here are short answers to what you might be wondering.
If yours isn’t here, book a 15-minute call or email me. 
Lynn Hunsaker, Instructor.
Your CX Playbook comes with peer discussions in the
CX Value Multipliers Forum.
“ClearAction has helped us advance our capabilities. Their expertise and attention to detail was great. I recommend them to anyone wanting to advance strategic impact.”