Customer Experience Strategy
To differentiate customer experience, do something your competitors aren't doing in customer experience management. Re-examine how you're listening to customers, viewing customers' expectations, and focusing your employees and business rituals on customers. All of ClearAction's consulting is customized to your specific needs (mentoring, train-the-trainer and/or remote/on-site delivery) — here are some examples:
Customer Experience Innovation
Inspire innovations in customer experience: product, service, business model, affinity, policy, process, emotional connections. Nurture creativity to develop and manage superior customer experience.
101 Uses for Customer Input
Customer-centricity means all your processes, policies, and strategies are aligned with customer priorities. Collect useful input and differentiate your brand with customer alignment.
Customer Experience Personas
To guide company-wide synergies for customer-focused policies, processes, business models, marketing, sales, service: segment customers by outcomes-based customer experience personae.
Touchpoint Value Chain
Empower seamless moments of truth through closely coordinated behind-the-scenes elements, based on the customers' broader perspective of the customer experience.
Customer Hassle Prevention
Strengthen your brand and build customer equity by acknowledging concerns and preventing waste. Build awareness and diligence for each employees' impact on customer experience.
Customer Experience Measures
Ask customers about their world rather than yours. Identify customer's subconscious measures of goodness for your surveys and integrate sources of customer feedback.
Customer Program Review
Ensure best practices in your customer experience strategies, programs, and execution. Build on proven success factors and expertise across all your customer experience efforts.
75% of best-in-class adopters of customer experience management have increased customer loyalty as a result of CEM initiatives, versus 53% of average adopters of CEM. (Aberdeen)
Ways We Can Help
- Assess innovation inhibitors
- Train widespread use of creative tools
- Expand application to all elements of firm's solution & full customer experience spectrum
- Leverage existing VoC for ROI
- Determine gaps in VoC inputs
- Guide VoC usage as a way of life
- Calculate customer lifetime value
- Analyze customer value quotients
- Create customer experience personae
- Encourage widespread personae use
- Improve customer touchpoint experience
- Strengthen behind-the-touchpoints processes: customers & your firm
- Train local owners: continuous improvement workshops
- Create complaint-handling process
- Stream suggestions to relevant parties
- Train local owners: Ranking, root cause, correction, prevention & closed-loop communication
- Advise customer world research
- Integrate feedback proceeses
- Align internal enablers to customer world
- Stream relevant feedback throughout firm
- Recommendations for your strategies
- Coaching of program managers/sponsors
- Change management guidance
- Create position descriptions
- Design program pilots
- Business process analysis for waste reduction and customer alignment
- Libraries of resources and best practices
- Guidance in working with a wide variety of customer management vendors
Customer Experience Services
Explore ClearAction's consulting services:
eHandbook
Learn more about customer experience innovation:
Webcast
A summary of what it takes to differentiate:
Customer Experience Innovation (complimentary article):
"Everyone talks about innovation and value today, but how many businesses understand how and where in the customer experience value is created or lost? ClearAction's practical approaches allow any business to uncover where customers perceive value in their experiences." - K. Klotz-Guest, Founding Fellow, Society for New Communications Research
"Everyone talks about innovation and value today, but how many businesses understand how and where in the customer experience value is created or lost? ClearAction's practical approaches allow any business to uncover where customers perceive value in their experiences." - K. Klotz-Guest, Founding Fellow, Society for New Communications Research
Personas Inspire Successful Innovation (complimentary article):
Related Blogs
Customer-Centric Twist on Voice of the Customer (complimentary article):
