ClearAction

Loving Customers for Customer Experience Excellence

" "Payin' with lovin'" seemed like a clever twist on McDonald's advertising theme, "I'm lovin' it!". In a Superbowl ad, the company announced its random selection of customers to pay for purchases with "random acts of love", from the big game day through Valentine's day. Yet, stories abound about deep embarrassment felt by customers who were [...]

  • Customer Engagement is the Capstone of Customer Experience Management

    " Customer engagement is the aim of any organization: it's a sign of success and future growth. Customer engagement in co-promoting a brand is seen by many executives as THE means to customer experience business results such as increased market share, share of budget/wallet, retention, and lifetime value. But before you revel in all the hoopla, [...]

  • Customer Experience Management is More Than Engagement

    " This article is 5th in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The characteristic defined in this article is: Duration — Customer experience encompasses the point from which customers become aware they have a need until they say that need is extinct. [...]

  • Customer Engagement is the Capstone of Customer Experience Management

    " Customer engagement is the aim of any organization: it's a sign of success and future growth. Customer engagement in co-promoting a brand is seen by many executives as THE means to customer experience business results such as increased market share, share of budget/wallet, retention, and lifetime value. But before you revel in all the hoopla, [...]

  • Customer Experience Management is More Than Engagement

    " This article is 5th in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The characteristic defined in this article is: Duration — Customer experience encompasses the point from which customers become aware they have a need until they say that need is extinct. [...]