ClearAction

3 Ultimate Factors of Business Performance

" Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly, all of these endeavors can make a difference in revenue growth. Yet there is a bigger picture: none of these is standalone in what’s required to sustain revenue growth, and they may [...]

  • How Human Resources Can Add Value to Customer Experience Excellence

    " Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work [...]

  • 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 [...]

  • Marketing & Sales Alignment: Breakthrough Discoveries

    " Lack of marketing and sales alignment has been a weak spot for decades at almost every company. What’s the silver bullet? Customers. They’re the shared interest and driving force (other than money) for both marketing and sales. And when you stop to think about it, customers are the source of money . . . and [...]

  • 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-Centered Culture: Do This, Not That

    " Customer-centricity means so many things to different people, but to customers it means one thing: having their best interests as your top priority. Let's face it: whatever your heart is centered on is where you'll most likely excel. We see it again and again with marriages, children, hobbies, and bosses — when your efforts are [...]

  • 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 [...]

  • How Human Resources Can Add Value to Customer Experience Excellence

    " Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work [...]

  • Customer-Centered Culture: Do This, Not That

    " Customer-centricity means so many things to different people, but to customers it means one thing: having their best interests as your top priority. Let's face it: whatever your heart is centered on is where you'll most likely excel. We see it again and again with marriages, children, hobbies, and bosses — when your efforts are [...]

  • 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' [...]

  • Marketing & Sales Alignment: Breakthrough Discoveries

    " Lack of marketing and sales alignment has been a weak spot for decades at almost every company. What’s the silver bullet? Customers. They’re the shared interest and driving force (other than money) for both marketing and sales. And when you stop to think about it, customers are the source of money . . . and [...]

  • 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 [...]

  • Customer-Centricity Goes Beyond Customer Experience Management

    " Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. Consequently, surveys tend to ask more about the company than about the buyer, and customer programs typically emphasize excitement and urgency for new purchases and positive word-of-mouth. While [...]

  • 4 Customer Centric Culture Building Blocks

    " It’s popular to tout customer-centricity, yet it’s very difficult to consistently demonstrate. The word centric means having a specific thing as the focus of attention and efforts. Customer-centric means that concerns other than the customer’s well-being are in the background while the customer stays in the foreground. That may seem simple enough, yet reality proves [...]

  • Getting Customer-Centricity Right

    " Every one of us is a customer, so "Customer-Centricity" should be a very simple topic to understand. What do you, as a customer, think it means for those you buy from to be customer-centric? For me, it means they "get me" to the extent that I can easily access and use their offering that helps [...]