ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? And do they have an accurate view of how a change in processes, policies, business models, or offering impacts the customer?

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? How to Increase Synergy in B2B Voice of the Customer. One size does not fit all.

Customer Experience Management 48

Customer Experience Management Customer Experience Customer Journeys Management 48

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Addressing one at a time can help you save one customer at a time from defecting to your competition.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. Customer Experience Management (CXM) is the answer.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

ShepHyken

JANUARY 27, 2020

This goes beyond their daily duties to cover satisfaction with team members/managers, satisfaction with organizational policies, and the impact of their job on employees’ personal lives. Plenty of ideas on how to create employee satisfaction, employee engagement and the positive impact it has on the company and its customers.

Customer Service 20

Customer Service Customer Retention Trends Airlines 20

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. Customer Experience Management (CXM) is the answer.

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

ClearAction

DECEMBER 30, 2017

Likewise, in the management of customer experience itself, we often build-in silos unwittingly: voice-of-the-customer must be tied neatly to business intelligence and continual improvement initiatives and innovation and loyalty management. How to Solve Customer Experience Silos.

Omni-Channel 75

Omni-Channel Customer Experience How To Customer Centricity 75

ClearAction

FEBRUARY 27, 2017

Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort. This reflects the unfortunate current reality, but it does not guide managers to set themselves up for success.

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

BirdEye

NOVEMBER 7, 2023

Manage conversations from a single inbox Harness the power of text abbreviations in your communications with Birdeye. See Pricing FREE DEMO Here are a few real-life examples: Wrong approach Customer: "Can you tell me about your return policy?" Right approach Customer: "When is the sale ending?" Business: "TBD.

How To 116

How To Social Media Communication ROI 116

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

ClearAction

DECEMBER 31, 2017

It’s cheating yourself and others — most importantly, your customers and investors — of the enduring upside promised by customer experience management. Corporate strategy and customer experience strategy must be mirror images. Strategy Prerequisite #5: Drive ROI. Help them see how they can use it.

Strategy 79

Strategy Customer Experience Customer Journeys Net Promoter Score 79

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Heightened empathy and benevolence go beyond touch-points to include policies and processes that are owned by a wide variety of functional areas.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Drive consistency across channels, across the customer life cycle, across products and locations, etc. Adjust policies in customers’ favor. New Wisdom for Voice of the Customer.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

ClearAction

SEPTEMBER 10, 2018

Customers see your company in terms of your people’s behaviors — not just the behaviors of customer-facing people, but everyone who sets and drives policies, processes, and handoffs throughout your company and its broader ecosystem. Policies — Empowering Growth. Do your policies set free your customers and your employees?

Customer Experience 48

Customer Experience Policies How To ROI 48

ClearAction

AUGUST 22, 2020

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Voice-of-Customer Almost-Free.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

ClearAction

APRIL 17, 2019

In recent decades, managers have realized that the industrial revolution distanced them from having a pulse on customer experience. Tightening ranges for competitive differentiation have brought customer experience management to the forefront of most companies’ strategic priorities today.

Management 69

Management Customer Experience Management Financial ROI 69

ClearAction

OCTOBER 25, 2015

1) Drive significant change in order to drive significant ROI : most customer experience efforts start out with a technology buy, taking cues from vendors about what customer experience managemen t entails. In truth, it boils down to making your company irresistible to customers and prospects. Carpe diem!

Customer Experience 48

Customer Experience Customer Journeys ROI Customer Experience Management 48

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. ” Customer Experience Governance: Do This, Not That.

Strategy 48

Strategy Customer Experience ROI Sports 48

ClearAction

NOVEMBER 3, 2015

A consequence of skin-deep outside-in is a mis-match of customer-facing messages with the reality of processes, policies, business models and products. customer-facing groups’ job. policies, rituals and culture. Goal: customer evangelism (immediate revenue). Attitude: what can customers do for us?

Customer Experience 48

Customer Experience Customer Journeys Policies ROI 48

ClearAction

OCTOBER 2, 2017

Think of customer experience management as a flow (not pillars!). Adapt this verbal technique to the way you present voice-of-the-customer. For key drivers of loyalty, quantify the cumulative revenue (or profit, preferably) of the groups of customers who are happy and unhappy. Then say it.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journeys Analysis 78

Pink Guava

JUNE 14, 2022

A successful customer experience program demands consistent efforts in identifying new solutions, being creative, having holistic views, subject matter expertise, and value creation. Over the next few weeks, we will address different guiding principles that help drive innovation in customer experience management.

Customer Journeys 76

Customer Journeys Innovation Tips Policies 76

ClearAction

DECEMBER 11, 2016

Business results are correlated with coordination of customer experience management methods. 2 Companies that foster communication or central supervision among managers of different types of customer experience (CX) endeavors demonstrate better results than other companies.

Customer Experience 48

Customer Experience Net Promoter Score How To Effort Score 48

BirdEye

DECEMBER 30, 2023

Analytics and ROI measurement: While Twitter provides analytics features, measuring the ROI for your social media management efforts on this platform can be less straightforward than more direct marketing channels. Step 3: You’ll see a link to Twitter’s Professional Account policy. Step 2: Click ‘Switch to professional’.

How To 111

How To Social Media Advertising Analytics 111

ClearAction

JANUARY 16, 2016

The enterprise feedback management (EFM) systems that promised to free-up so much time, compared to the old manual methods of collecting and reporting customer feedback, have instead fully consumed managers with real-time VoC dashboards in the effort to reach out to negative raters and convert individual customers to brand evangelizers.

Customer Experience Management 48

Customer Experience Management Customer Journeys Customer Centricity Policies 48

ClearAction

NOVEMBER 21, 2015

Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Most companies relinquish customer experience management to the customer-facing functions. 3 Types of Customer Experience Action Essential to ROI.

Customer Experience 48

Customer Experience Gamification ROI Customer Experience Management 48

ClearAction

DECEMBER 28, 2016

Consider this: A friend of mine just discontinued a service she’s used for years because of a new policy and a pricing change that were communicated only as she attempted to access the service itself. 1 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

ClearAction

FEBRUARY 27, 2015

" Additionally, customer experience insights should be woven into strategies, organization structure, processes, policies, hiring and promotion criteria, training and performance assessment, and the general psyche of the company. Apply your customers' goals to your executives' and employees' goals.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

Quadient

OCTOBER 28, 2021

The State of CX: A series on customer experience trends and beyond - EX drives CX. The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention.

Trends 52

Trends Customer Journeys Customer Experience Employee Experience 52

ClearAction

FEBRUARY 27, 2017

Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort. This reflects the unfortunate current reality, but it does not guide managers to set themselves up for success.

Voice of Customer 48

Voice of Customer Effort Score ROI Metrics 48

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

ClearAction

FEBRUARY 26, 2015

Accelerate participants' and readers' attention toward "how do these insights change the way we should look at all of our existing efforts, processes, policies, business models, messages, handoffs, and mindsets?" Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ClearAction

NOVEMBER 18, 2015

Customer Experience for the Future: Brilliance by Pattern Discovery. And likewise, business growth from customer experience management is the product of discovering patterns. And the holistic viewpoint afforded to managers of all kinds can certainly catapult service and company-wide customer-focus.

Customer Experience 48

Customer Experience Comparison Customer Experience Management Multi-Channel 48

ClearAction

MAY 28, 2015

The other big issue is that companies need to get it right the first time — as in don’t roll-out a product prematurely and don’t have surprises in your processes and policies. Brands will be pushing harder on the customer experience manager to show business results. Comments are Customer Experience Gold.

Company 48

Company Customer Experience Social Media Customer Journeys 48

ClearAction

FEBRUARY 14, 2015

Or consider telling your credit card company that your policy for everyone you buy from is to cut checks only on the second and fourth weeks of the month, as long as the invoice was submitted before a specified cutoff date. Why do we make it hard for customers to do business with us, and even harder for suppliers to do business with us?

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48

BirdEye

NOVEMBER 21, 2023

Increase ROI with Google Seller Ratings Google Seller Ratings showcase your business’s average rating alongside your text ads. These ratings range from 1-5 stars and are based on factors like your volume of reviews, authenticity, customer feedback, and more. For example, Tiffany & Co. out of 5 stars or higher.

Marketing 111

Marketing Social Media Advertising Brands 111

ClearAction

NOVEMBER 12, 2017

Regardless of what you declare as your brand promises , customers will see your company in terms of your people’s behaviors — not just the behaviors of customer-facing people, but everyone who sets and drives policies, processes, and handoffs throughout your company and its broader ecosystem. 4-point checklist).

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54