Customer Experience Differentiation: Innovation for Mutual Value Creation

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For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-differentiation-innovation-for-mutual-value-creation Customer experience is the hardest thing for competitors to copy. The most profitable customer experience differentiation creates mutual value. See https://ClearAction.com

Business Technology

www.ClearActionCX.com
Customer Experience Differentiation
Innovation for Mutual Value Creation

View Customer Experience From Their Perspective
Desired
Outcomes
What Customer Buys
Means-to-an-End
Firm’s Solution
Emotional
Functional
Need
Awareness
Need
Extinction
Circumstances
© Copyright ClearAction LLC. All rights reserved.

View Customer Experience From Their Perspective
Desired Outcomes
Undesired Outcomes
= Value Quotient
Outcome A Outcome B Outcome C Outcome D
Solution A
Solution B
etc.
ValueQuotient
Circumstance
Ideal
Total
Costs
Money
Time
Energy
Concern
Total
Value
Product
Service
Personnel
Image
Effective Outcomes Efficient Outcomes
© Copyright ClearAction LLC. All rights reserved.

Your Programs, Processes,
Policies, Products, Services
What customer programs
are in place?
Your Viewpoint
How you get value
Customer’s Viewpoint
How they get value
Ratio
You /
Customer(benefits, preventions, ratings) (benefits, preventions, ratings)
Analyze Everything for Customer-Centricity
© Copyright ClearAction LLC. All rights reserved.

Current
Outcome
Existing
Customer
Prioritize Customers & Offerings
NewOutcome
New
Customer
Get more
outcomes
done
Do an
outcome
better
Outcome
adopted by
new group
Outcomes not
yet done by
anyone
© Copyright ClearAction LLC. All rights reserved.

ClearActionCX.com
See the whole presentation in ClearAction Insiders!
© Copyright ClearAction LLC. All rights reserved.

ClearActionCX.com
If You Like These Concepts, Get the Book!
© Copyright ClearAction LLC. All rights reserved.
>30 Tools &
Techniques
Step-by-Step
Guidelines

ClearActionCX.com
If You Like These Concepts, Get the Book!
5 Keys Explained
>20 Tools &
Techniques
Step-by-Step
Guidelines
© Copyright ClearAction LLC. All rights reserved.

ClearActionCX.com
If You Like These Concepts, Get the Book!
4 Keys Explained
10 Templates
Step-by-Step
Guidelines
© Copyright ClearAction LLC. All rights reserved.

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
Send us a note:
OptimizeCX@ClearActionCX.com

OptimizeCX@ClearActionCX.com
tel +1 408 687 9700
Lynn Hunsaker
ClearAction
company/clearaction-llc
+ClearActionCXO
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