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Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
Customer Experience Management on a Shoestring Budget
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Customer Experience Management on a Shoestring Budget

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Improve Customer Experience without a big budget! Great tips for an economic downturn. …

Improve Customer Experience without a big budget! Great tips for an economic downturn.

See http://ClearActionCX.com

Published in: Business, Technology
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  • Hello, know my CRM presentation: http://www.slideshare.net/bernardes/crm2-2143860

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    André Luiz Bernardes
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    http://al-bernardes.sites.uol.com.br/
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    • 1. www.ClearActionCX.com Customer Experience Management On a Shoestring Budget
    • 2. Embrace Slowdown as Opportunity Economic Downturn Opportunity to Strengthen Innovation & Business Processes Sustainable Market Leadership © Copyright ClearAction LLC. All rights reserved.
    • 3. Draw on Untapped Resources Innovation & Business Process Leapfrogging 1) Define Customer Experience Personas 2) Prioritize by Customer Lifetime Value 3) Refine Customer Listening 4) Innovate the Customer Experience 5) Drive Internal Branding 6) Build Brand Affinity © Copyright ClearAction LLC. All rights reserved.
    • 4. Define Customer Experience Personas Complaint LogsSales/Service Reports Surveys/Win-Loss Reports CRM Database/ Blogosphere Create or Enhance Customer Experience Personas Panoramic View of Customer Experience: Need Awareness Need is Extinct © Copyright ClearAction LLC. All rights reserved.
    • 5. Prioritize by Customer Lifetime Value Calculate Cumulative Profit Stream Over Duration of a Customer’s Interest in a Brand Category • Apply to customer experience persona segments • Policies for execs’ strategic decision-making • Guidelines for front-line employees’ tactical decision-making © Copyright ClearAction LLC. All rights reserved.
    • 6. Refine Customer Listening CLV Weighted? Personas Monitored? Panoramic View? Influencers of Sentiment Across Experience Spectrum? Incorporate Typically Latent Data? Employee Involvement? © Copyright ClearAction LLC. All rights reserved.
    • 7. Innovate the Customer Experience Stream to Dev Teams: Listening Data, CLV & Personas Remove / Prevent Customer Frustrations Make Things Easier, More Consistent, More Valuable © Copyright ClearAction LLC. All rights reserved.
    • 8. Drive Internal Branding Stream Relevant Listening Data Segments to ALL Departments Good news is no news, No news is bad news, Bad news is good news! Make it Easy for Employees to Accept Customers’ Constructive Feedback Handle Complaints Systematically Like ‘RMA’ RMA = Returned Materials Authorization Process APPLIED MATERIALS CUSTOMER FOCUS MEASURES WORKSHOP Execution and Feedback Plans Voice of the Customer Improvement Action Plans to Benchmarked Targets Customer Satisfaction Measures Customer Focus Measures Customer Perceptions Customer Focus Measures (Internal - Leading Indicators) 1. 2. 3. Action Plan (Include Program Name, Owner, Completion Date) 1. 2. 3. 4. Customer Feedback (Voice of the Customer) 1. 2. 3. Customer Satisfaction Measures (External - Lagging Indicators) 1. (Satisfaction Index) 2. (% Deterioration) 3 (% Improvement) . 4. (Competitiveness Index) APPLIED MATERIALS Title of Action Plan M1 M2 M3 M4 Actual & Target Deadlines 1.) __________________________________________________ 2.) __________________________________________________ 3.) __________________________________________________ % Owner Problem Statement: Goal: Owner: Action Plan: Make Action-Planning Easy & Motivate Follow-Through © Copyright ClearAction LLC. All rights reserved.
    • 9. Build Brand Affinity Reality Checks for Marketing & Sales Messaging: Listening Data, CLV, & Experience Personas Ads Promos Pitches Right Audience Right Message Right Time Right Place © Copyright ClearAction LLC. All rights reserved.
    • 10. Be Creative & Thorough Draw on Untapped Resources Opportunity to Strengthen Innovation & Business Processes Sustainable Market Leadership © Copyright ClearAction LLC. All rights reserved.
    • 11. Free Report Written by 18 Thought Leaders CEM on a Shoestring by Lynn Hunsaker Includes: Request via optimizeCX@ClearActionCX.com © Copyright ClearAction LLC. All rights reserved.
    • 12. Do you like these concepts? Let us help you master them to increase your company’s growth! Contact us today: OptimizeCX@ClearActionCX.com tel +1 408 687 9700
    • 13. ClearAction clients praise our insights on actionability & engagement “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.” “The cross-functional collaboration necessary to successfully manage the customer experience requires big picture, systems thinking. ClearAction brings very practical, well-thought out approaches to get the internal cooperation needed.” “ClearAction is very dependable and detail-oriented, and has an extremely high sense of integrity. There's no question ClearAction will do what's needed to ensure the work is done correctly and the client's best needs are taken into account.” © Copyright ClearAction LLC. All rights reserved. Page 13
    • 14. Consulting Roles We have provided ClearWisdom™ to dozens of companies Partial List© Copyright ClearAction LLC. All rights reserved. Page 14
    • 15. Customer Experience Optimization Talk Show Hear interviews with companies such as: Adobe, Aon, CenturyLink, Cisco, Citrix, Coca Cola Enterprises, Dell, EMC, GE, HP, ICW, Intuit, Kimpton, NCR, Philips, Safelite, Sungard, SunTrust, Symantec, TELUS, tw telecom, Virgin Mobile, Wells Fargo http://ClearActionCX.com/cx-podcasts e-books available at ClearActionCX.com/cx-books or Amazon Kindle: Metrics You Can Manage For Success Customer Experience Improvement Momentum Innovating Superior Customer Experience white paper available at ClearActionCX.com/cx-articles Employee Engagement in Superior Customer Experience: 4 Overlooked Key Competencies for Sustainable Results Resources about customer experience optimization See more at http://ClearActionCX.com/best-practices © Copyright ClearAction LLC. All rights reserved. Page 15
    • 16. © Copyright ClearAction LLC. All rights reserved. Page 16
    • 17. For More About Customer Experience: www.ClearActionCX.com/best-practices OptimizeCX@ClearActionCX.com tel +1 408 687 9700

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