ClearAction

Customer Experience Professionals’ Essential Toolkit

" Customer experience tools are just as important to success as a carpenter’s tools are. Despite the allure of technologies, carpenters still need their toolkit: drill, hammer, saw, wrench, level, and so forth. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. The primary job of a customer experience [...]

  • Are You a Customer Experience Action Hero?

    " Do you dream of being — or being saved by — a customer experience action hero? Maybe you dream of your customer-facing staff, or your executives, as customer experience action heroes? Not so fast. As exciting as swashbucklers, comic book characters, folklore figures, and sports stars are, that style of action is probably not right [...]

  • From Campaign Treadmill to Superior Customer Experience

    " How well our organizations mobilize cross-functional efforts around the needs of its customers usually spells the difference between business success and failure. Today my associate Lynn Hunsaker does a great job of explaining the growing importance of focusing on customer-specific metrics, such as Customer Lifetime Value, and building momentum through Customer Experience Management (CEM) methodology. To those of us who have embraced the discipline of Marketing Operations (MO), I’m confident you’ll [...]

  • Why Customer Experience Excellence Requires HR Engagement

    " People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX). This topic was discussed in a chat on twitter, where participants expressed [...]

  • Acting on Voice of the Customer

    " Today my colleague, Lynn Hunsaker, discusses how acting on voice of the customer (VOC) is a key ingredient in any successful Marketing Operations program. Lynn is a rare individual who has successfully straddled the sometimes divergent worlds of outbound marketing and customer advocacy. She powerfully represents the point-of-view of Marketing Operations Partners, which emphasizes the [...]

  • Are You a Customer Experience Action Hero?

    " Do you dream of being — or being saved by — a customer experience action hero? Maybe you dream of your customer-facing staff, or your executives, as customer experience action heroes? Not so fast. As exciting as swashbucklers, comic book characters, folklore figures, and sports stars are, that style of action is probably not right [...]

  • Acting on Voice of the Customer

    " Today my colleague, Lynn Hunsaker, discusses how acting on voice of the customer (VOC) is a key ingredient in any successful Marketing Operations program. Lynn is a rare individual who has successfully straddled the sometimes divergent worlds of outbound marketing and customer advocacy. She powerfully represents the point-of-view of Marketing Operations Partners, which emphasizes the [...]

  • Why Customer Experience Excellence Requires HR Engagement

    " People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX). This topic was discussed in a chat on twitter, where participants expressed [...]

  • From Campaign Treadmill to Superior Customer Experience

    " How well our organizations mobilize cross-functional efforts around the needs of its customers usually spells the difference between business success and failure. Today my associate Lynn Hunsaker does a great job of explaining the growing importance of focusing on customer-specific metrics, such as Customer Lifetime Value, and building momentum through Customer Experience Management (CEM) methodology. To those of us who have embraced the discipline of Marketing Operations (MO), I’m confident you’ll [...]