Improving Customer Experience

Employee Engagement in Balanced Scorecards

itunes pic [https://assets.podomatic.net/ts/b9/aa/cb/clearaction/3000x3000_3197105.jpg] For senior executives the traditional balanced scorecard provides insights for steering the corporation or initiative in the right direction. However, these high level metrics may appear out of reach for most employees. Hear practical methods for engaging employees in balanced scorecards. From the blog Customer Experience Optimization [http://clearactioncx.com/blog/]: Delivering Your Brand Promise. (5:36) Mevio [http://www.mevio.com/] {Mevio-df44d696b0fbde8457e21482896839fa}

Creativity for Customer Experience Improvement

itunes pic [https://assets.podomatic.net/ts/b9/aa/cb/clearaction/3000x3000_3152374.jpg] Open your mind to new ideas for improving customer experience. It's a fast-paced highly competitive world, so continual improvement -- and occasional breakthroughs -- are imperatives for consistently delivering superior customer experience. From the blog Customer Experience Optimization [http://clearactioncx.com/blog/]: (4:10)

Improve Customer Experience by Eliminating Customer Focus Boundaries

itunes pic [https://assets.podomatic.net/ts/b9/aa/cb/clearaction/3000x3000_3151608.jpg] 'Customer-focus is important for certain job roles, but for other roles, we rely on our own wisdom.’ This is poisonous thinking when some parts of your company are excused from customer-focus. From the blog Customer Experience Optimization [http://clearactioncx.com/blog/]: (2:47)

Strengthen Customer Relationship Through Customer Engagement

itunes pic [https://assets.podomatic.net/ts/b9/aa/cb/clearaction/3000x3000_2990868.jpg] Examples of customer engagement using Twitter, wikis, online communities, social network sites, and customer testimonials on flip phones. Examples from Comcast, Microsoft, Blackbaud, 3PAR, Intuit, Fox, Dell. From the blog Customer Experience Optimization [http://clearactioncx.com/blog/]: and the webcast Customer Retention Strategies [http://clearaction.biz/customer-retention_webcast.htm] (18:37).

Improve Customer Experience by Reaching Out to At-Risk Customers

itunes pic [https://assets.podomatic.net/ts/b9/aa/cb/clearaction/3000x3000_2990874.jpg] Over-focus on customer acquisition teaches customers to switch brands. For example, the brand switching rate, called customer churn, is 40% for the mobile phone industry, compared to a 7% customer churn rate for the insurance and financial services industries. Some good advice is to quit training your customers to switch – get off the churn bandwagon. Example from Orange / France Telecom. From the blog Customer Experience Optimization [http://clearactioncx.com/blog/]: at http://customerexperience.vox.com (3:06).