ClearAction

What is Customer Experience Ecosystem?

" When J.C. Penney hired the wiz behind Apple retail stores’ success as its CEO, there were expectations that “what worked well there will do so here”. Pesky promotional discounts (600 per year) were discontinued in favor of coupon-free, discount-absent everyday-value pricing, along with a new “fair and square” logo and ads pitched by Ellen DeGeneres. [...]

  • Customer Experience Handoff Silos are the Heart of Success

    " One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies horizontally. Accordingly, smooth handoffs between departments can make all the difference in poor versus great customer experience. Handoffs are outcomes of your work that others depend upon. Handoffs can be sloppy [...]

  • Customer-Centricity is Controversial

    " Customer-centricity is controversial. Ask 10 people what it means and whether it's good, and you might get 10 different answers. For example: We ARE customer-centric! … because we have exciting customer engagement programs. Customer-centric culture is essential for getting full value from our CX technology investments. Customer-focus is important as long as we're meeting analysts' [...]

  • 10 Keys to Organic Growth via Customer Experience

    " User experience design, customer care, CRM, VoC, engagement / retention / loyalty programs — all of these inject insights and tailoring to customers’ needs and the company’s growth. However, the combination of these efforts falls short of what’s need for idiot-proofed customer experience excellence. To make sure you’re not on a hamster-wheel of putting bandages [...]

  • The Myth of Customer-Centricity

    " by Lacey Grey, Customer Experience Consultant Customer-centricity is intuitive. So it must be easy. Not so fast — it is a myth that customer-centricity is innate or intuitive. While it does make sense that customers are the reason for a company’s existence, this is not the way that business is traditionally conducted. Few companies: truly [...]

  • Customer-Centricity Barriers & Solutions

    " What is the greatest threat to creating a customer-centric culture? Responses from a variety of internal and external associates ranged from the slightly cynical to the pragmatic, but all were candid and heartfelt: Mistaking metrics like NPS, not attitudes, as drivers of behavior change Trade-offs in priorities coming down to bottom line vs. customer satisfaction [...]

  • Customer-Centricity for Customer Experience ROI

    " What do you think of this theory: As customer-centricity of an organization increases, customer experience management return on investment also increases. Exploring the Theory This theory originated as an observation of my own experience as a customer and results of studies that contrast top management’s ratings of their own customer-centricity against the perceptions of those [...]

  • Customer Experience Handoff Silos are the Heart of Success

    " One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies horizontally. Accordingly, smooth handoffs between departments can make all the difference in poor versus great customer experience. Handoffs are outcomes of your work that others depend upon. Handoffs can be sloppy [...]

  • Customer-Centricity Barriers & Solutions

    " What is the greatest threat to creating a customer-centric culture? Responses from a variety of internal and external associates ranged from the slightly cynical to the pragmatic, but all were candid and heartfelt: Mistaking metrics like NPS, not attitudes, as drivers of behavior change Trade-offs in priorities coming down to bottom line vs. customer satisfaction [...]

  • The Myth of Customer-Centricity

    " by Lacey Grey, Customer Experience Consultant Customer-centricity is intuitive. So it must be easy. Not so fast — it is a myth that customer-centricity is innate or intuitive. While it does make sense that customers are the reason for a company’s existence, this is not the way that business is traditionally conducted. Few companies: truly [...]

  • 10 Keys to Organic Growth via Customer Experience

    " User experience design, customer care, CRM, VoC, engagement / retention / loyalty programs — all of these inject insights and tailoring to customers’ needs and the company’s growth. However, the combination of these efforts falls short of what’s need for idiot-proofed customer experience excellence. To make sure you’re not on a hamster-wheel of putting bandages [...]

  • Customer-Centricity is Controversial

    " Customer-centricity is controversial. Ask 10 people what it means and whether it's good, and you might get 10 different answers. For example: We ARE customer-centric! … because we have exciting customer engagement programs. Customer-centric culture is essential for getting full value from our CX technology investments. Customer-focus is important as long as we're meeting analysts' [...]

  • Customer-Centricity for Customer Experience ROI

    " What do you think of this theory: As customer-centricity of an organization increases, customer experience management return on investment also increases. Exploring the Theory This theory originated as an observation of my own experience as a customer and results of studies that contrast top management’s ratings of their own customer-centricity against the perceptions of those [...]

  • 10 Customer Experience Characteristics

    " Customer satisfaction as a business concept has been around for more than 20 years — but customer experience management (CEM) has only been discussed over the past several years. So it’s no wonder that CEM is often equated with earlier concepts. The articles listed below can be instrumental in clarifying customer experience as a unique [...]

  • 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. When anyone in your organization is disconnected from customers, their decision-making may in fact interfere with your company’s customer centricity and ability to maximize [...]

  • Employee Engagement in Superior Customer Experience

    " The hardest thing for competitors to copy is the customer experience you create. And engaged employees are the most dynamic and influential force in creating superior customer experiences. While 80% of executives say they want to use customer experience management (CEM) as a form of differentiation in 2010, only 11% would call their CEM approach [...]