ClearAction

8 Customer Experience Metric Silos Mask Momentum

" Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. There’s a science to it. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s why customer experience metric silos mask momentum as either an understatement or an [...]

  • 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 [...]

  • Customer Experience for the Future — Key #5: Momentum Drives Company Growth

    " Growth requires fuel. New customers and returning customers are the fuel of company growth. You can invest in inorganic growth: programs and technologies that entice renewals and evangelism. Or you can invest in organic growth: processes, products and culture that make your company irresistible. If you ask customers which method they prefer, organic would be [...]

  • Customer Experience + Marketing: Pro's & Con's

    " What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Marketers Think of Customer Experience Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, [...]

  • Customer Experience for the Future — Key #4: Collaboration Earns Trust

    " Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Are we in touch with reality? Most companies relinquish customer experience management to the customer-facing functions. Yet this, too, is precarious, as customer-facing personnel and touch-points are limited in effectiveness by the information, processes, [...]

  • Highlights of Customer Experience Strategy Advice

    " Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Shared vision, strategic planning, and governance are rarely discussed in customer experience literature. Collaboration, teamwork, and involvement of multiple functional areas in taking action on customer insights must be well-thought-out [...]

  • Customer Experience for the Future — Key #3: Brilliance by Pattern Discovery

    " Brilliance is the product of discovering patterns. And likewise, business growth from customer experience management is the product of discovering patterns. Think of advances made in biology, psychology, physics, and other sciences: our wisdom stems from noticing that Y follows X, and A is connected to B, and whenever C and D are combined there's [...]

  • 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 [...]

  • Highlights of Customer Experience Strategy Advice

    " Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Shared vision, strategic planning, and governance are rarely discussed in customer experience literature. Collaboration, teamwork, and involvement of multiple functional areas in taking action on customer insights must be well-thought-out [...]

  • Customer Experience for the Future — Key #4: Collaboration Earns Trust

    " Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Are we in touch with reality? Most companies relinquish customer experience management to the customer-facing functions. Yet this, too, is precarious, as customer-facing personnel and touch-points are limited in effectiveness by the information, processes, [...]

  • Customer Experience + Marketing: Pro's & Con's

    " What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Marketers Think of Customer Experience Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, [...]

  • Customer Experience for the Future — Key #5: Momentum Drives Company Growth

    " Growth requires fuel. New customers and returning customers are the fuel of company growth. You can invest in inorganic growth: programs and technologies that entice renewals and evangelism. Or you can invest in organic growth: processes, products and culture that make your company irresistible. If you ask customers which method they prefer, organic would be [...]

  • Customer Experience for the Future — Key #3: Brilliance by Pattern Discovery

    " Brilliance is the product of discovering patterns. And likewise, business growth from customer experience management is the product of discovering patterns. Think of advances made in biology, psychology, physics, and other sciences: our wisdom stems from noticing that Y follows X, and A is connected to B, and whenever C and D are combined there's [...]

  • Customer Experience for the Future — Key #2: Outside-In Beyond Skin-Deep

    " "Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. In the quest for "outside-in" most companies have voice of the customer programs, loyalty programs, and high-touch service. Even so, these outside-in efforts are typically skin-deep. [...]

  • Customer Experience Planning: Do This, Not That

    " The annual planning cycle is an opportunity to review pluses and minuses in what’s currently in play, take a look at what’s new, and request resources to take your customer experience performance to the next level in the new year. And it’s more than that: it’s the time when you should step back and assess [...]

  • 5 Keys to Customer Experience for the Future

    " I have a dream that in the future we’ll look back and say “Remember how hard it was to be a customer back in the 2010s? Thank goodness it’s so much easier now!” This dream stems from acknowledgement that it’s all too often a bit rough to select, buy, or use a solution in our [...]