ClearAction

Metrics for Customer Experience Management

" Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded. The gravity of upside and downside to customer experience [...]

  • What You Aren't Hearing is Affecting Your Customer Service

    " Guest Blog by Peggy Carlaw A sizeable percentage of customers who are displeased with service, or irritated, never provide feedback about their experiences, according to the BusinessWeek article titled "Blind Spots in Customer Service", citing recent research drawn from the customer service data of financial institutions. Say you have a customer who is frustrated but [...]

  • Performance Management Tools Increase ROI

    " Return on investment (ROI) is now top-of-mind for individuals and businesses alike. A new handbook explains how to focus on the best key performance indicators (KPI) for any type of performance management. Sunnyvale, CA (PRWEB) December 11, 2008 — Return on investment (ROI), whether financial or non-monetary, is now top-of-mind for individuals and businesses alike. [...]

  • Fall in Love with Your Customers for Best Customer Experience

    " This article is 3rd in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The characteristic defined in this article is: Dynamic – Customer experience evolves with the customers’ context — the purpose and circumstances of their need, and overall experience reference points. What [...]

  • Customer Experience Measurement: Is Your Focus Lagging?

    " We monitor customer experience, net promoter scores and business results as barometers of success. These indicators are important in reading the tea leaves of evolving customer expectations and competitive scenarios. Yet, because these measures are things which stakeholders (i.e. investors and customers) have already experienced, they are in fact lagging indicators of success. Lagging indicators [...]

  • 4 Tips for Keeping Goals & Initiatives on Track: Part 1

    " Goals are essential for taking your personal life and business prosperity to higher levels of performance, satisfaction and success. All too often, best intentions can get derailed over time. Here are 4 basic principles that apply to any resolution, initiative, program, dashboard, or MBO (management by objectives; incentives or stretch goals): 1. Connected — make [...]

  • What You Aren't Hearing is Affecting Your Customer Service

    " Guest Blog by Peggy Carlaw A sizeable percentage of customers who are displeased with service, or irritated, never provide feedback about their experiences, according to the BusinessWeek article titled "Blind Spots in Customer Service", citing recent research drawn from the customer service data of financial institutions. Say you have a customer who is frustrated but [...]

  • 4 Tips for Keeping Goals & Initiatives on Track: Part 1

    " Goals are essential for taking your personal life and business prosperity to higher levels of performance, satisfaction and success. All too often, best intentions can get derailed over time. Here are 4 basic principles that apply to any resolution, initiative, program, dashboard, or MBO (management by objectives; incentives or stretch goals): 1. Connected — make [...]

  • Customer Experience Measurement: Is Your Focus Lagging?

    " We monitor customer experience, net promoter scores and business results as barometers of success. These indicators are important in reading the tea leaves of evolving customer expectations and competitive scenarios. Yet, because these measures are things which stakeholders (i.e. investors and customers) have already experienced, they are in fact lagging indicators of success. Lagging indicators [...]

  • Fall in Love with Your Customers for Best Customer Experience

    " This article is 3rd in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The characteristic defined in this article is: Dynamic – Customer experience evolves with the customers’ context — the purpose and circumstances of their need, and overall experience reference points. What [...]

  • Performance Management Tools Increase ROI

    " Return on investment (ROI) is now top-of-mind for individuals and businesses alike. A new handbook explains how to focus on the best key performance indicators (KPI) for any type of performance management. Sunnyvale, CA (PRWEB) December 11, 2008 — Return on investment (ROI), whether financial or non-monetary, is now top-of-mind for individuals and businesses alike. [...]