ClearAction

What is Customer Experience Ecosystem?

" When J.C. Penney hired the wiz behind Apple retail stores’ success as its CEO, there were expectations that “what worked well there will do so here”. Pesky promotional discounts (600 per year) were discontinued in favor of coupon-free, discount-absent everyday-value pricing, along with a new “fair and square” logo and ads pitched by Ellen DeGeneres. [...]

  • Increasing Customer-Focus in Voice of the Customer for Business Results

    " Customer-focus in satisfaction/loyalty surveys may be the lynchpin to higher response rates and to linking customer experience management (CEM) to business results as well. "Aren’t surveys already customer-focused?" you may be thinking. Well, whenever you're the recipient of a survey, how often do you feel like the questions are focused on what you care about, [...]

  • Customer-Focused Culture by Living With Your Customers: A Lesson From Amazon

    " You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at Amazon, since founder Jeff Bezos once started an executive meeting by [...]

  • Improve Customer Experience by Overcoming Ethnocentric Customer-Centricity

    " It’s easy to be ethnocentric about customer-centricity! Ethnocentrism is the tendency to look at the world primarily from the perspective of one’s own culture. How often do we view customer experience, loyalty, word-of-mouth marketing, and customer care from the perspective of our own company culture? I’d venture to say “too often”! In the name of [...]

  • Increasing Customer-Focus in Voice of the Customer for Business Results

    " Customer-focus in satisfaction/loyalty surveys may be the lynchpin to higher response rates and to linking customer experience management (CEM) to business results as well. "Aren’t surveys already customer-focused?" you may be thinking. Well, whenever you're the recipient of a survey, how often do you feel like the questions are focused on what you care about, [...]

  • Improve Customer Experience by Overcoming Ethnocentric Customer-Centricity

    " It’s easy to be ethnocentric about customer-centricity! Ethnocentrism is the tendency to look at the world primarily from the perspective of one’s own culture. How often do we view customer experience, loyalty, word-of-mouth marketing, and customer care from the perspective of our own company culture? I’d venture to say “too often”! In the name of [...]

  • Customer-Focused Culture by Living With Your Customers: A Lesson From Amazon

    " You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at Amazon, since founder Jeff Bezos once started an executive meeting by [...]