ClearAction

Loving Customers for Customer Experience Excellence

" "Payin' with lovin'" seemed like a clever twist on McDonald's advertising theme, "I'm lovin' it!". In a Superbowl ad, the company announced its random selection of customers to pay for purchases with "random acts of love", from the big game day through Valentine's day. Yet, stories abound about deep embarrassment felt by customers who were [...]

  • Customer Loyalty Boomerang Effect

    " Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge. So companies do a lot to encourage customer behavior that favors their brand, to increase: Purchase frequency and volume Involvement and structural ties Recommendations of the brand. Yet, like most things in life, loyalty is a two-way street. Who [...]

  • Customer Retention Begins With Trust

    " Why is it hard to retain customers? Of course there’s the ongoing battle with competitors. They may make highly attractive offers to your customers that are hard for them to refuse, and their brand affinity may have strong appeal to your customers – brand affinity here is positive association built through cause marketing, perceived social [...]

  • 10 Customer Experience Characteristics

    " Customer satisfaction as a business concept has been around for more than 20 years — but customer experience management (CEM) has only been discussed over the past several years. So it’s no wonder that CEM is often equated with earlier concepts. The articles listed below can be instrumental in clarifying customer experience as a unique [...]

  • Customer Experience Management Using Social Media

    " Social media introduces excellent tools and customer feedback data streams for companies to monitor perceptions and trends. Best practices in customer experience management: Use social media listening first to determine how best to interact with customers. Recognize the importance of making emotional connections with customers via social media. Blend social media with other voice of [...]

  • Customer Loyalty Boomerang Effect

    " Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge. So companies do a lot to encourage customer behavior that favors their brand, to increase: Purchase frequency and volume Involvement and structural ties Recommendations of the brand. Yet, like most things in life, loyalty is a two-way street. Who [...]

  • Customer Experience Management Using Social Media

    " Social media introduces excellent tools and customer feedback data streams for companies to monitor perceptions and trends. Best practices in customer experience management: Use social media listening first to determine how best to interact with customers. Recognize the importance of making emotional connections with customers via social media. Blend social media with other voice of [...]

  • 10 Customer Experience Characteristics

    " Customer satisfaction as a business concept has been around for more than 20 years — but customer experience management (CEM) has only been discussed over the past several years. So it’s no wonder that CEM is often equated with earlier concepts. The articles listed below can be instrumental in clarifying customer experience as a unique [...]

  • Customer Retention Begins With Trust

    " Why is it hard to retain customers? Of course there’s the ongoing battle with competitors. They may make highly attractive offers to your customers that are hard for them to refuse, and their brand affinity may have strong appeal to your customers – brand affinity here is positive association built through cause marketing, perceived social [...]