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Customer Experience Optimization: Enabling Customers to Love You

Enticing customers to become fans is quite different from *enabling* their devotion. How L-O-V-E can optimize customer experience to grow both revenue and profit naturally.

See https://ClearAction.com

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Customer Experience Optimization: Enabling Customers to Love You

  1. 1. Customer Experience Optimization Enabling Customers to Love You! 1 LYNN HUNSAKER CHIEF CUSTOMER OFFICER
  2. 2. ClearAction Continuum 2© Copyright ClearAction Continuum. All rights reserved. Happy New Year!
  3. 3. ClearAction Continuum 3© Copyright ClearAction Continuum. All rights reserved. Respect Reward Renewal
  4. 4. ClearAction Continuum 4© Copyright ClearAction Continuum. All rights reserved. Are customers among your loved ones?
  5. 5. ClearAction Continuum 5© Copyright ClearAction Continuum. All rights reserved. Renewals Extensions Referrals New customers Testimonials Likes, Shares, ... Your Wish List
  6. 6. ClearAction Continuum 6© Copyright ClearAction Continuum. All rights reserved. Look at everything through your loved one’s eyes Obsess over your loved one’s intended outcomes Value your loved ones in all you do Eradicate hassles to enable reciprocated love What works in personal relationships is what works in customer relationships
  7. 7. ClearAction Continuum 7© Copyright ClearAction Continuum. All rights reserved. Every customer input is a gift $146M $18M Innovations based on customers’ ideas Innovations based on internal ideas = 800% advantage MIT Study of revenue from 1193 successful innovations across 9 industries over 5-year period: 40% of innovations were internal-idea-based For every customer who gives negative feedback, there are 26 others with the same view
  8. 8. ClearAction Continuum 8© Copyright ClearAction Continuum. All rights reserved. Anticipate & Prevent Hassles Look for patterns in customer pain Solve issues at their root, to prevent recurrence Use keys #1, 2, and 3 (L-O-V) to anticipate pains & joys Differentiation that is really hard to copy
  9. 9. ClearAction Continuum 9© Copyright ClearAction Continuum. All rights reserved. Loved ones at home Loved ones in business When I do eradicate hassles:When I do not eradicate hassles: When I do eradicate hassles:When I do not eradicate hassles:
  10. 10. ClearAction Continuum 10 ClearAction Continuum 10 See the rest of this presentation in  GETTING & KEEPING CUSTOMERS  DRIVING GROWTH & INNOVATION  DATA & METRICS THAT WORK  CREATIVITY WITHIN BOUNDARIES  DRIVING ACCOUNTABILITY & COMMITMENT  GETTING EVERYONE ON THE SAME PAGE Join today: https://ClearAction.com/value-exchange Ask for a demo: Success@ClearAction.com
  11. 11. ClearAction ContinuumClearAction Continuum 11 Increase: Maximize: Decrease: • Follow-through • Ability to prioritize • Productivity of resources • Employee engagement • Strategic vs. tactical work • Resource acquisition • Stakeholder satisfaction • Stakeholder cooperation • Team collaboration • Right the first time • Job satisfaction • Continuity • Project stalls • Duplicated resources • Redundant efforts • Rework • Employee turnover • Alliance workloadAlignment (bridging silos) is the next frontier in CX ROI Design of ClearAction Value Exchange based on research with American Express, Aon, Apple, Ariba, Clorox, Covidien, Eli Lilly, Global Foundries, HP, Microsoft, NVIDIA, SAP and beta-testing with many others ClearAction Value Exchange KPIs are multipliers on your CX investments SaaS for real-time personalized action plans to tackle these silos 30-minute bites AI-curated resources DIY and interactive VP-level to intern-level Shared vision Collective capability © 2019 ClearAction Continuum.
  12. 12. ClearAction Continuum ClearAction Continuum closes the brand-customer gap. ClearAction Value Exchange members in marketing & customer experience, care & success roles access real-time, 24x7, bite-sized personal solutions to navigate silos for customer value performance ClearAction Advisory clients strategically operationalize marketing & customer experience for scalability, resource productivity & enduring customer value performance 1212 Customer value performance momentum © 2019 ClearAction Continuum. ClearAction Continuum
  13. 13. ClearAction Continuum Ask about customer value performance momentum ClearAction Continuum 13 DNA MASTER PLAN™ STRATEGIC RENEWAL™ CLEARACTION VALUE EXCHANGE™ DNA ACTIVATION™ MARKET RESPONSIVENESS INDEX™ DX AGILITY™ DNA TRANSFORMATION™ DX ALTITUDE™ RACE™ (RAPID ANALYTICS CUSTOMER ENVIRONMENT) VOX MODERNIZED™ VOX ACTIONABILITY™ SHARKTΛINK™ CX growth aspirations:  Business results via trust-building  Consistency via silo-bridging  All-employee engagement  Prevention and anticipation  CX as managerial context  Profit impact in daily decisions https://clearaction.com/customer-centered-business-10-keys-organic-growth/© 2019 ClearAction Continuum. Success@ClearAction.com
  14. 14. ClearAction Continuum 14 ClearAction Continuum We’re honored to influence these companies PARTIAL LIST OF CLIENTS © 2019 ClearAction Continuum.
  15. 15. ClearAction Continuum 15 ClearAction Continuum ClearAction clients’ experiences Because each of the ClearAction team members managed CX in B2B for a number of years, they provided personal examples and practical tools that could be implemented right away. It was incredibly beneficial for us to work with them for several occasions. They elevated our collective knowledge and helped us achieve a higher level of CX maturity. – A. Chu, Dir Customer Experience ClearAction is an expert in business operations and has been an invaluable resource for us to learn best-practices in many areas. They taught us things that would not readily cross our minds, but after they explain, it makes total sense, and this increased our efficiency and accuracy in many areas. I highly recommend ClearAction. – K. Van Diepen, Dir Marketing Communications ClearAction has been at the forefront of helping companies like ours reduce chaos, maximize resources and achieve impactful results. They’ve provided mission-critical guidance to begin the process of building a strong marketing operations function that supports our company’s growth, scale and continuous improvement objectives. – K. Chalmers, Dir Marketing Operations © 2019 ClearAction Continuum.
  16. 16. ClearAction Continuum Customer value performance momentum

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