5 Keys to Employee Engagement in Customer Experience

Lynn Hunsaker www.ClearAction.biz5 Keys to Employee Engagement in Customer Experience Management

Customer Experience is Critical to Strategy Differentiation Trust ---------------- Price Unique ---------------- Commodity Growth Best Average Laggard Customer Retention 15% 1% 0% Customer Satisfaction 19% 8% 3% Profitability 8% 6% -8%© Copyright ClearAction LLC. All rights reserved.

Lack of Cooperation Inhibits CEM Cross-Functional 360-View Cross-Channel Metrics Broken Links Data Actions Incentives Behaviors What’s Promised What’s Delivered Survey Results Business Results© Copyright ClearAction LLC. All rights reserved.

5 Keys to Cooperation in CEM 1. Systems Thinking 2. Change Management 3. Internal Branding 4. Continual Improvement Practices 5. Sustaining the Momentum© Copyright ClearAction LLC. All rights reserved.

3. Internal Branding for True Customer-Centricity Cultural journey guiding everyone company-wide in managing their personal impact on customer experience Passion Operations CONSISTENTLY Accountability DELIVER THE Motives BRAND PROMISE Streaming Warnings© Copyright ClearAction LLC. All rights reserved.

Trust is the Greatest Engagement Tool Product & Service Quality Leadership Can Be Trusted 1. Systems Thinking Treats Employees 2. Change Management Well 3. Internal Branding 4. Continual Improvement Practices 5. Sustainable Momentum© Copyright ClearAction LLC. All rights reserved.

If You Like These Concepts, Get the Book! 5 Keys Explained >20 Tools & Techniques Step-by-Step Guidelines clearaction.biz/momentum 20% Discount Code: SlideShare© Copyright ClearAction LLC. All rights reserved.

Success Stories 3-Year Trends Success Factors VoC PracticesClearAction.biz/ Who Drives CEMbenchmarking Scope of CEM

CX Optimization is company-wide alignment with customer priorities to grow both revenue and profit organically. (CXO is more cultural & preventive than CEM.) CX Management is company-wide dedication to serving customer needs from their perspective. (An entity would not exist without customers.)Copyright ClearAction LLC. All rights reserved.

Why Not Share This? Tell Your Colleagues Write a Comment Email it to a Friend Embed it in Your SitePlease 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.

ClearAction Consulting Clients “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas. We highly recommend ClearAction as a business consultant.”© Copyright ClearAction LLC. All rights reserved. Partial List

Lynn.Hunsaker@ClearAction.biz tel +1 408 687 9700CEM articles, podcasts, statistics:www.ClearAction.biz/best-practices

http://clearaction.biz	111
http://www.clearaction.biz	17

5 Keys to Employee Engagement in Customer Experience

by ClearAction LLC on Jul 23, 2011

Accessibility

Categories

Upload Details

Usage Rights

2 Embeds 128

Statistics

5 Keys to Employee Engagement in Customer Experience Presentation Transcript