ClearAction

Customer Experience for the Future — Key #1: Context is King

" Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” And as Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” But how many [...]

  • Everybody Has a Customer

    " Is there any job that doesn’t have a customer? If you work directly with paying customers, you obviously impact customer experience. If you don’t work directly with paying customers: (1) Eventually, the job you do ripples to those employees who do work directly with customers — don’t drop the baton! (2) Inside your company, the [...]

  • Everybody Has a Customer

    " Is there any job that doesn’t have a customer? If you work directly with paying customers, you obviously impact customer experience. If you don’t work directly with paying customers: (1) Eventually, the job you do ripples to those employees who do work directly with customers — don’t drop the baton! (2) Inside your company, the [...]