Customer Experience Management Best Practices

Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1)

Customer Centricity
70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2)
Voice of the Customer
26% of companies rate themselves as good or excellent in creating a complete and integrated view of each customer across multiple products and channels, or at making a current view of necessary customer information available to all customer touchpoints.(1)
Employee Engagement
76% of companies motivate employees to treat customers fairly; 62% provide the right tools and training to earn customers' trust; 42% agree that they can do what is right despite the pressure to make current-period financial numbers.(1)
Customer Experience Innovation
51% of companies that are investing at least 10% in customer experience efforts are reaping referral rates of 10% or more; only 22% of companies that are investing less than 1% in CEM achieve referral rates of 10% or more.(3)
Proactive Customer Experience Management
80% of companies want to use customer experience as a form of differentiation, yet only 11% have a "very disciplined" approach to customer experience management.(4)





Customer Experience Statistics

Customer Experience Tips
Customer Experience Webcasts

Customer Experience Podcasts

Customer Experience Book List

Customer Experience Blogs

Customer Centric
Complimentary article on 4 steps for building a customer-centric culture.


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Customer Centric Audit

Complimentary online audit of your company's customer-centricity, across 6 categories: Corporate Culture, Customer Listening, Service Delivery, Selecting Metrics, Analysis & Reporting, Accountability & Action.

Worksheet

Complimentary worksheet: How customer-centric is your company? Customer Experience Worksheet
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