5 Keys to
y
Employ Engagement
yee
in Customer Experience
Lynn Hunsaker
Strategic Customer Experience Mentor
g p
Author:
• Metrics Y Can Manage For Success
You
• Custome Experience Improvement Momentum
er
• Innovatin Superior Customer Experience
ng
www.ClearAction.biz
See Creative Commons License: http://creativecommons.or
rg/licenses/by-nc-nd/3.0/us/
© 2008 ClearAction. All rights reserved.

Customer Experience is Critical to Strategy
Differentiation
Trust ---------------- Price
Unique
q ---------------- Commodity
y
© 2008 ClearAction. All rights reserved.

Customer Experience is Critical to Strategy
Differentiation
Trust ---------------- Price
Unique
q ---------------- Commodity
y
Growth
Best Average Laggard
Customer Retention 15% 1% 0%
Customer Satisfactio 19%
on 8% 3%
Profitability 8% 6% -8%
8%
© 2008 ClearAction. All rights reserved.

Lack of Cooperat
tion Inhibits CEM
Cross-Functional 360-View
360 View
Cross-Chann
nel Metrics
© 2008 ClearAction. All rights reserved.

Lack of Cooperat
tion Inhibits CEM
Cross-Functional 360-View
360 View
Cross-Chann
nel Metrics
Broken Links Data Actions
Incentives Behaviors
What’s Promised What’s Delivered
Su
urvey Results Business Results
© 2008 ClearAction. All rights reserved.

5 Keys to Coop
peration in CEM
1.
1 Systems Thinking
2. Change M
2 Ch Manageme t
ent
3. Internal Branding
4. Continual Improvem
ment Practices
5. Sustaining the Mom
mentum
© 2008 ClearAction. All rights reserved.

1. Systems Thinking for C
Cooperation & Big Results
• Analog
gies LIKE …
Holistic View
• Conne
ectivity
• Framing
• Patter
rns
• P pective
Persp i
• Struct
ture
© 2008 ClearAction. All rights reserved.

2. Change Management for Lasting Cooperation
© 2008 ClearAction. All rights reserved.

3. Internal Branding for T
True Customer-Centricity
Cultural journey guiding everyone company-wide in
managing their personal im
mpact on customer experience
Passion
Operations
CONSISTEENTLY
Accountability DELIVER THE
Motives
M ti
BRAND PRROMISE
Streaming
St i
Warnings
© 2008 ClearAction. All rights reserved.

4. Continual Improvemen Practices Hurt or Help
nt
• Organizational Learning ? NIH Silos
• Quality Tools & Benchmark
king
• Actionable Predictive Metrics
© 2008 ClearAction. All rights reserved.

5. Sustaining Employee Engagement Momentum
• Incentive Strategies
• Recognition Strategies 2-way
2 way Conversation
• Customer Relationship Skills
© 2008 ClearAction. All rights reserved.

Trust is the Greates Engagement Tool
st
Product & Service
Quality
Leadership
L d hi
Can Be Trusted
1. Sy
ystems Thinking
Treats Employees 2. Ch
hange Management
Well
3. Int
ternal Branding
4. Co
ontinual Improvement Practices
p
5. Su
ustainable Momentum
© 2008 ClearAction. All rights reserved.

If You Like These Con
ncepts, Get the Book!
5 Keys Explained
>20 Tools &
Techniques
Step-by-Step
Guidelines
clearaction.biz
z/momentum
20% Discount Co
ode: SlideShare
© 2008 ClearAction. All rights reserved.

Customer Experi
ience Resources
Podcasts clearaction.podomatic.co
clearaction podomatic co
om
Blog customerexperience.vox.com
blogtalkradio.com/customerexperience
blogtalkradio com/customerexperience
Every Month
slideshare.net/clearaction
slideshare net/clearaction
brighttalk.com/channels/2107/view
© 2009 ClearAction. All rights reserved.

© 2009 ClearAction. All rights reserved.

clearaction.biz/blog
clearaction biz/blog
© 2009 ClearAction. All rights reserved.

www.Clear
rAction.biz
© 2009 ClearAction. All rights reserved.

CEM Mentoring • Clearly see what’s needed to take immediate action
request advice at http://eepurl com/blpE
ttp://eepurl.com/blpE
© 2009 ClearAction. All rights reserved.

CEM Enabling • Clear the wa for company-wide action
ay
© 2009 ClearAction. All rights reserved.

eHandbooks • Rapid knowledge & dozens of techniques & tools
© 2009 ClearAction. All rights reserved.

Testim
monials
• “ClearAction taught us things that wouldn’t readily cross our minds
t
and has increased our efficiency & accuracy in many areas
y
• We highly recommend ClearActio as a business consultant”
on
• “ClearAction’s assistance was helpful
• We look forward to working toget
ther in future”
• “ClearAction is a leading expert in customer relationships & the role
n
marketing needs to take on in ma anaging the customer experience
• I highly recommend Lynn as some
eone you might want to know”
• “Lynn is a superb strategist, diagn
nostician, facilitator & team player
• She is the most knowledgeable p
g professional I know
in intertwining voice of the custom and marketing operations”
mer
© 2009 ClearAction. All rights reserved.

CEM Mentoring • Cle
early see what’s
needed to take imm
mediate action
CEM Enabling • C
Clear the way
for
f organization-wide action
i ti id ti
1-877-CEM-RO toll-free
OI-4
1-408-687-97 direct
700
Lynn.Hunsaker@C
ClearAction.biz
© 2009 ClearAction. All rights reserved.

© 2008 ClearAction. All rights
reserved.

Why Not Share This?
BookMark it eMail it
Easy access for you! Introduce me to your
boss or colleague!
Write
W it on my wall
ll
Fave it!
Follow me!
Add me to your contacts!
Tweet it
Embed in a blog or Facebook
k!
Please note that this presentation is protected by
Creative Commons License (see
http://creativecommons.org/licenses/by-nc-nd/3.0/us/),
which lets you know you can share it with others as
long as you do not alter it in any way,
nor use it for commercial purposes.