ClearAction

How Human Resources Can Add Value to Customer Experience Excellence

" Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work [...]

  • Why Customer Experience Excellence Requires HR Engagement

    " People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX). This topic was discussed in a chat on twitter, where participants expressed [...]

  • Recognize Employees for Improving Customer Experience

    " Humans, as well as all living things, align their behaviors with the rewards in their environment. For example, only 42% of companies agree that they can do what is right for customers despite the pressure to make current-period financial numbers. Interestingly, the same number of companies are actually using customer metrics to evaluate organizational performance.1 [...]

  • Improve Customer Experience by Eliminating Customer-Focus Boundaries

    " ‘Customer-focus is important for certain job roles, but for other roles, we rely on our own wisdom.’ This is poisonous thinking when some parts of your company are excused from customer-focus. When anyone in your organization is disconnected from customers, their decision-making may in fact interfere with your company’s customer centricity and ability to maximize [...]

  • Employee Engagement in Superior Customer Experience

    " The hardest thing for competitors to copy is the customer experience you create. And engaged employees are the most dynamic and influential force in creating superior customer experiences. While 80% of executives say they want to use customer experience management (CEM) as a form of differentiation in 2010, only 11% would call their CEM approach [...]

  • Energize Your Customer Experience Strategy

    " For holistic customer experience management, the challenge is horizontal alignment to deliver intentional customer experiences. And to design intentional customer experiences, the company has to decide that experiences are a differentiating factor competitively. In my interview with Desirree Madison-Biggs, Director of Customer Insight and Measurement at Symantec, we discussed the keys to horizontal alignment, and [...]

  • Interaction Bridges for Customer Commitments

    " For customer experience management (CEM), it’s natural to focus on smoothing interaction difficulties between paying customers and sales and service representatives. Additionally, innumerable interactions for CEM occur inside the company, causing daily challenges for program managers — or any employee — in follow-through for timely and quality delivery of commitments to both internal and external [...]

  • Why Customer Experience Excellence Requires HR Engagement

    " People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX). This topic was discussed in a chat on twitter, where participants expressed [...]

  • Energize Your Customer Experience Strategy

    " For holistic customer experience management, the challenge is horizontal alignment to deliver intentional customer experiences. And to design intentional customer experiences, the company has to decide that experiences are a differentiating factor competitively. In my interview with Desirree Madison-Biggs, Director of Customer Insight and Measurement at Symantec, we discussed the keys to horizontal alignment, and [...]

  • Employee Engagement in Superior Customer Experience

    " The hardest thing for competitors to copy is the customer experience you create. And engaged employees are the most dynamic and influential force in creating superior customer experiences. While 80% of executives say they want to use customer experience management (CEM) as a form of differentiation in 2010, only 11% would call their CEM approach [...]

  • Improve Customer Experience by Eliminating Customer-Focus Boundaries

    " ‘Customer-focus is important for certain job roles, but for other roles, we rely on our own wisdom.’ This is poisonous thinking when some parts of your company are excused from customer-focus. When anyone in your organization is disconnected from customers, their decision-making may in fact interfere with your company’s customer centricity and ability to maximize [...]

  • Recognize Employees for Improving Customer Experience

    " Humans, as well as all living things, align their behaviors with the rewards in their environment. For example, only 42% of companies agree that they can do what is right for customers despite the pressure to make current-period financial numbers. Interestingly, the same number of companies are actually using customer metrics to evaluate organizational performance.1 [...]

  • Interaction Bridges for Customer Commitments

    " For customer experience management (CEM), it’s natural to focus on smoothing interaction difficulties between paying customers and sales and service representatives. Additionally, innumerable interactions for CEM occur inside the company, causing daily challenges for program managers — or any employee — in follow-through for timely and quality delivery of commitments to both internal and external [...]

  • Why Internal Branding is Central to Customer Experience Management

    " Why is it that only 12% of customers judge specific leading suppliers as extremely customer-centric (CMO Council Customer Affinity study), while 56% of those same suppliers think of themselves as extremely customer-centric? Possibly because of the way we tend to narrowly define customer experience in the first place, and our human nature to view customer-centricity [...]

  • 5 Keys to Employee Engagement in Customer Experience

    " Lack of cooperation across organizations is a momentum inhibitor for customer experience management (CEM). Among best-in-class CEM practitioners, top challenges are: Cross-channel CEM. Organization-wide focus on customer service differentiation. Commonly agreed-to metrics. 360-degree view of customers. All of the recent customer experience studies report broken linkages between: Functions’ and business units’ goals. Survey results and [...]