ClearAction
DECEMBER 16, 2017
What is Customer Experience Collaboration? Lynn Hunsaker. Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Collaboration like this across your entire company is what’s needed to win customer experience championships.
Maz Iqbal
DECEMBER 16, 2017
An Apple Customer Becomes an Advocate Due to Apple Support Until recently I was merely a customer of Apple. That changed over the last two weeks. How so? I ran into a problem and had to reach out to Apple Support to get that problem addressed. That problem was addressed in a way that leaves … Continue reading "Hall of Fame: How Folks At Apple Support Turned Me Into An Apple Advocate!".
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ClearAction
DECEMBER 16, 2017
Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. To do this, you need to: (1) Really know the customer in order to anticipate their best interests. (2) Differentiate between primary and secondary motives.
Kate Nasser
DECEMBER 16, 2017
Rigid procedures, individual insecurity, know-it-all mindset, and blunt words lead to conquering customers vs. caring for them. Insights fr Kate Nasser The People Skills Coach™. The post Are You Unknowingly Conquering Customers? | #PeopleSkills #Custserv appeared first on KateNasser.com.
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ClearAction
DECEMBER 16, 2017
Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ClearAction
DECEMBER 16, 2017
What are Customer Experience Process Silos? Lynn Hunsaker. What does a ballet (or Broadway musical number) and a business have in common? All the players have integral parts choreographed to deliver a satisfying experience. When a player misses a cue or the choreography isn’t polished, all heck breaks loose. Such snafus are also known in business as silos — anything that operates in isolation.
ClearAction
DECEMBER 16, 2017
Rethinking Customer Engagement: Put Your Relationship First Lynn Hunsaker. Can you imagine proposing to someone on the first date? Or asking them to meet your parents and friends? What about asking what they like to do for fun or what foods they like after you’ve been together for a year? Sounds way out of sequence, but it’s often exactly how we treat our customer relationships.
ClearAction
DECEMBER 16, 2017
Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? Employee engagement is a key to making significant improvements in customer experience, and the UK-based online banking group at Barclays engages employees in understanding customer priorities by summarizing customer feedback on notice boards along with process improvement updates, on internal email signatures, and in the executive directo
ClearAction
DECEMBER 16, 2017
Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? How visible is it to your employees? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. Think about the highest priorities indicated by your most recent customer feedback, and how you could insert those priorities into a poster like this one: Our goal is to increase customer retention through product and service value creation.
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ClearAction
DECEMBER 16, 2017
Customer Centric Listening Lynn Hunsaker. Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. There’s no substitute for fresh unvarnished customer stories in aligning your culture to customers’ values and concerns. I recommend prioritizing the listening effort by the cumulative lifetime profit of various customer segments.
ClearAction
DECEMBER 16, 2017
B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? Does the answer differ when the business you’re selling to is a manufacturer versus a professional services company? Or when your company provides specialized industrial goods, ingredients or components for customers’ products, enterprise software versus desktop software, or business services?
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