ClearAction

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 Management Prevents Hassles

    " One out of two companies (44%) acknowledge that high-profile negative customer experiences have at some time compromised their brand, yet only 29% have high ability to handle and resolve customer complaints.1 Do you proactively embrace customers’ constructive feedback? While surveys have long been in place for most companies, only 31% of marketing executives report that [...]

  • Please Give Us a 'Highly Satisfied' Rating!?!

    " Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings? The answer to the second question exposes the company’s culture and customer experience management motives [...]

  • Customer Experience Management Prevents Hassles

    " One out of two companies (44%) acknowledge that high-profile negative customer experiences have at some time compromised their brand, yet only 29% have high ability to handle and resolve customer complaints.1 Do you proactively embrace customers’ constructive feedback? While surveys have long been in place for most companies, only 31% of marketing executives report that [...]

  • Please Give Us a 'Highly Satisfied' Rating!?!

    " Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings? The answer to the second question exposes the company’s culture and customer experience management motives [...]