ClearAction

What is ‘Walking the Talk’ for Customer Experience?

" What does it really mean to “walk the customer experience talk”? Executive sponsorship is certainly essential, yet there’s so much more to it. An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. Walking the customer experience talk means you are following through on expectations you’re [...]

  • Customer Experience Governance: Do This, Not That

    " Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway? The Business Dictionary clarifies governance as "establishment of policies, and continuous monitoring of their proper [...]

  • Customer Experience Strategy: Do This, Not That

    " Customer experience strategy is the foundation to achieving business results — not only as ROI for your customer experience efforts, but also for your business as a whole. In this season of planning for the new fiscal year, it will pay to get it right. In a customer experience (CX) conference, several roundtable options were [...]

  • Improve Customer Experience: Actions Speak Louder Than Words

    " Actions speak louder than words when it comes to most things in life. Michael Phelps, Britney Spears, Barry Bonds, Martha Stewart and plenty of others learned that the hard way. Customers feel the same. They hear plenty of promises in ads, on signs, and from sales and service people. Yet customers know you can’t judge [...]

  • Customer Experience Governance: Do This, Not That

    " Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway? The Business Dictionary clarifies governance as "establishment of policies, and continuous monitoring of their proper [...]

  • Improve Customer Experience: Actions Speak Louder Than Words

    " Actions speak louder than words when it comes to most things in life. Michael Phelps, Britney Spears, Barry Bonds, Martha Stewart and plenty of others learned that the hard way. Customers feel the same. They hear plenty of promises in ads, on signs, and from sales and service people. Yet customers know you can’t judge [...]

  • Customer Experience Strategy: Do This, Not That

    " Customer experience strategy is the foundation to achieving business results — not only as ROI for your customer experience efforts, but also for your business as a whole. In this season of planning for the new fiscal year, it will pay to get it right. In a customer experience (CX) conference, several roundtable options were [...]