ClearAction

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 [...]

  • Customer Experience Improvement is a Team Sport

    " A company is a team, funded by customers. A company is expected by customers to operate as "one". Nobody likes to hear evidence that the company is not a real team: "That's handled by X" or "We don't have access to Y". And even worse, recurrence of an issue that customers have already voiced is [...]

  • Inspire Voice of the Customer Actions: 12 Ideas

    " Lackluster voice-of-the-customer (VoC) is a common dilemma. Customer surveys that seemed so exciting initially get a ho-hum reaction when average ratings are stagnant. Employee engagement that you hoped to spur in customer experience management goes by the wayside when it looks like the company’s standing with customers is hunky-dory (satisfactory). Sometimes the impetus for VoC [...]

  • Customer Experience Management Improves Brand Value

    " You’re only as strong as your weakest link. You may be gambling your brand equity if the weakest links leading to the end customers experience aren’t managed. Have you analyzed your business processes in terms of customer touchpoint value chains, to identify reliability risks and strengthen your weakest links? Here are three tips for managing [...]

  • Customer Experience Improvement is a Team Sport

    " A company is a team, funded by customers. A company is expected by customers to operate as "one". Nobody likes to hear evidence that the company is not a real team: "That's handled by X" or "We don't have access to Y". And even worse, recurrence of an issue that customers have already voiced is [...]

  • Customer Experience Management Improves Brand Value

    " You’re only as strong as your weakest link. You may be gambling your brand equity if the weakest links leading to the end customers experience aren’t managed. Have you analyzed your business processes in terms of customer touchpoint value chains, to identify reliability risks and strengthen your weakest links? Here are three tips for managing [...]

  • Inspire Voice of the Customer Actions: 12 Ideas

    " Lackluster voice-of-the-customer (VoC) is a common dilemma. Customer surveys that seemed so exciting initially get a ho-hum reaction when average ratings are stagnant. Employee engagement that you hoped to spur in customer experience management goes by the wayside when it looks like the company’s standing with customers is hunky-dory (satisfactory). Sometimes the impetus for VoC [...]