ClearAction

Customer Experience Innovation Creates Mutual Value

" Value creation makes the world go 'round. It stimulates revenue, engagement, and productivity. Value is the secret to customer experience excellence, and that's why value is secret to sustainable growth. But beware: sometimes value is created selfishly, for the benefit of one party at the expense of the other. (Example: fees and fines for what [...]

  • Measure Customer Value the Customer's Way

    " Customers automatically use 50 or more metrics for any customer experience, according to author Anthony Ulwick, in his book What Customers Want. We may be re-inventing the wheel as we strive to come up with customer metrics that spell success. Looking at things from the customer viewpoint we've got to admit that customers really do know what outcomes they [...]

  • Customer-Centricity by Discerning Customer Satisfaction Outcomes vs. Enablers

    " What’s the difference between the way customers volunteer feedback versus the way they’re requested to give feedback? One revolves around outcomes in the customer’s world, whereas the other revolves around customer satisfaction enablers in the company’s world. True customer-centricity requires primary focus and decision motivations be centered on the customer’s world, rather than the company’s. [...]

  • Valuing Customer Value Management

    " Customer Value Management (CVM) is widely undervalued in the way we practice customer experience management (CEM). Excellent resources on the CVM topic abound, yet few executives — and even few CEM professionals — are aware of them. Sometimes CVM seems too quantitative or difficult to grasp or implement, but the companies that have distilled customer [...]

  • Customer Experience: A Lucrative Opportunity for Marketers

    " Ability to grow a business is what distinguishes a truly great marketer, according to an article by consulting firm Booz Allen Hamilton: “In an era of unlimited opportunities but constrained resources, the only marketing metric that matters is growth. Driving growth means stretching the traditional boundaries of the marketing function to encompass activities many companies [...]

  • Customer Value Creation Essentials

    " Value creation is perhaps the single most important aspect of any executive’s job. As such, crystal clarity on what it is and how it’s done should certainly be top of mind. Shareholder value is fueled by customer value; shareholders leave when customers leave, not the other way around. Customer value is an ambiguous term, as [...]

  • Measure Customer Value the Customer's Way

    " Customers automatically use 50 or more metrics for any customer experience, according to author Anthony Ulwick, in his book What Customers Want. We may be re-inventing the wheel as we strive to come up with customer metrics that spell success. Looking at things from the customer viewpoint we've got to admit that customers really do know what outcomes they [...]

  • Customer Value Creation Essentials

    " Value creation is perhaps the single most important aspect of any executive’s job. As such, crystal clarity on what it is and how it’s done should certainly be top of mind. Shareholder value is fueled by customer value; shareholders leave when customers leave, not the other way around. Customer value is an ambiguous term, as [...]

  • Customer Experience: A Lucrative Opportunity for Marketers

    " Ability to grow a business is what distinguishes a truly great marketer, according to an article by consulting firm Booz Allen Hamilton: “In an era of unlimited opportunities but constrained resources, the only marketing metric that matters is growth. Driving growth means stretching the traditional boundaries of the marketing function to encompass activities many companies [...]

  • Valuing Customer Value Management

    " Customer Value Management (CVM) is widely undervalued in the way we practice customer experience management (CEM). Excellent resources on the CVM topic abound, yet few executives — and even few CEM professionals — are aware of them. Sometimes CVM seems too quantitative or difficult to grasp or implement, but the companies that have distilled customer [...]

  • Customer-Centricity by Discerning Customer Satisfaction Outcomes vs. Enablers

    " What’s the difference between the way customers volunteer feedback versus the way they’re requested to give feedback? One revolves around outcomes in the customer’s world, whereas the other revolves around customer satisfaction enablers in the company’s world. True customer-centricity requires primary focus and decision motivations be centered on the customer’s world, rather than the company’s. [...]