www.ClearActionCX.com
What is Customer Experience?
(1) Has a role in the decision/action to get something.
(2) Uses what is obtained.
© Copyright ClearAction LLC. All rights...
© Copyright ClearAction LLC. All rights reserved. Page 3
What is Customer Experience?
Customers’ realities in selecting, g...
Discipline of treating your customer relationships as assets
with the goal of engaging customers as brand advocates.
© Cop...
Natural customer passion for a brand
through company-wide alignment with buyer priorities
for enduring revenue and profit ...
Bridge between voice-of-the-customer & customer engagement
to earn trust, loyalty, and enduring profit growth.
© Copyright...
Customer Experience
Customers’ realities in selecting, getting, and using a solution
that enables a capability they want.
...
© Copyright ClearAction LLC. All rights reserved. Page 8
Customer Knowledge (ways of understanding customers)
• Voice of t...
Customer Well-Being (efforts to translate customer knowledge into
organizational attitudes and behaviors)
• Customer care ...
© Copyright ClearAction LLC. All rights reserved. Page 10
Customer Profitability (efforts to increase revenue and profit f...
The Purpose of Business
“The customer is the
foundation of a business
& keeps it in existence.
He alone gives
employment.”...
© Copyright ClearAction LLC. All rights reserved. Page 12
Customer Experience ROI Building-Blocks
All blocks work in tande...
ClearAction clients praise our insights on actionability & engagement
“ClearAction taught us things
that wouldn’t readily ...
Consulting Roles
We have provided ClearWisdom™ to dozens of companies
Partial List© Copyright ClearAction LLC. All rights ...
Customer Experience Optimization
Talk Show
Hear interviews with companies such as:
Adobe, Aon, CenturyLink, Cisco, Citrix,...
© Copyright ClearAction LLC. All rights reserved. Page 16
For More About Customer Experience:
www.ClearActionCX.com/best-practices
OptimizeCX@ClearActionCX.com
tel +1 408 687 9700
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What is Customer Experience?

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Definition of customer experience management.

See http://ClearActionCX.com

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What is Customer Experience?

  1. 1. www.ClearActionCX.com What is Customer Experience?
  2. 2. (1) Has a role in the decision/action to get something. (2) Uses what is obtained. © Copyright ClearAction LLC. All rights reserved. Page 2 What is a Customer?
  3. 3. © Copyright ClearAction LLC. All rights reserved. Page 3 What is Customer Experience? Customers’ realities in selecting, getting, and using a solution that enables a capability they want.
  4. 4. Discipline of treating your customer relationships as assets with the goal of engaging customers as brand advocates. © Copyright ClearAction LLC. All rights reserved. Page 4 What is Customer Experience Management?
  5. 5. Natural customer passion for a brand through company-wide alignment with buyer priorities for enduring revenue and profit growth. © Copyright ClearAction LLC. All rights reserved. Page 5 What is Customer Experience Optimization?
  6. 6. Bridge between voice-of-the-customer & customer engagement to earn trust, loyalty, and enduring profit growth. © Copyright ClearAction LLC. All rights reserved. Page 6 What is Customer Experience Enablement? (The bridge that enables enduring CX ROI. Ultimate goal is Customer Experience Optimization)
  7. 7. Customer Experience Customers’ realities in selecting, getting, and using a solution that enables a capability they want. Customer Experience Management Discipline of treating your customer relationships as assets with the goal of engaging customers as brand advocates. Customer Experience Optimization Natural customer passion for a brand through company-wide alignment with buyer priorities for enduring revenue and profit growth. Customer Experience Enablement Bridge between voice-of-the-customer & customer engagement to earn trust, loyalty, and enduring profit growth. . © Copyright ClearAction LLC. All rights reserved. Page 7 Customer Experience Defined
  8. 8. © Copyright ClearAction LLC. All rights reserved. Page 8 Customer Knowledge (ways of understanding customers) • Voice of the customer — monitoring customer sentiment • Net promoter score — a way of summarizing voice of the customer: percent who would recommend a brand minus percent who would not • Customer intelligence — integration, mining, and analysis of customer data • Customer experience journey map – pictorial representation of a customer’s thoughts and actions while shopping or using a product or service • Internal branding — internal understanding by each employee, supplier, and alliance partner of their specific impact on external customer experience Across the CX ROI building-blocks, choose the component mix that best fits your company’s unique situation CX Management Components Customer Knowledge ◄ Customer Well-being ◄ Customer Profitability
  9. 9. Customer Well-Being (efforts to translate customer knowledge into organizational attitudes and behaviors) • Customer care — organization’s conscience in favor of customers’ welfare, and outreach to customers accordingly • Customer satisfaction — comparison of customer's reality versus expectations • Service excellence — delivery of purchased services or remedial services, or post-sale assistance to customers • Customer-centricity — degree that customers’ welfare is at the center of the solution provider’s decision-making and actions • Customer experience improvement — process-wide problem resolution and prevention • Customer complaint resolution — solving issues and communicating solution to complaint originators • User experience — intuitive and inviting environment for customers’ use of the product or service, or for exploration and purchase of the product or service, e.g. retail store or website • Customer touch points — opportunities for customers to interact with the solution provider or its messages or products/services • Customer effort — amount of effort the customer has to put forth during their experience with a product/service • Customer experience innovation — designing and implementing novel methods to enhance customer experience
  10. 10. © Copyright ClearAction LLC. All rights reserved. Page 10 Customer Profitability (efforts to increase revenue and profit from customers) • Customer relationship management — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining • Experiential marketing — events and campaigns that build customer advocacy • Customer advocacy — word-of-mouth promotion (buzz marketing) of a brand by enamored customers • Branding — creating and communicating a distinctive identity • Customer lifetime value — profitability of customers’ cumulative purchases • Customer lifecycle management – nurturing the phases that customers go through over time in their relationship with a brand • Customer loyalty — efforts to expand customers’ share of wallet • Customer community — opportunities for customers to engage with one another • Customer references — testimonials from customers • Co-innovation — joint product development efforts with customers • Customer retention — efforts to extend a customer’s duration of ongoing purchases Across the CX ROI building-blocks, choose the component mix that best fits your company’s unique situation
  11. 11. The Purpose of Business “The customer is the foundation of a business & keeps it in existence. He alone gives employment.” -- Peter Drucker, 1954 = Serve Customer Needs “Customers make paychecks & budgets possible … shareholders leave when customers leave – not the other way around.” -- Lynn Hunsaker, 2011 © Copyright ClearAction LLC. All rights reserved. Page 11
  12. 12. © Copyright ClearAction LLC. All rights reserved. Page 12 Customer Experience ROI Building-Blocks All blocks work in tandem to maximize & sustain business results. Left-right flow. Start simply with a stepping stone in each block; build maturity over time. Customer experience excellence is a way of life and an ongoing internal journey as market forces evolve. http://ClearActionCX.com/cx-success-factors
  13. 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. 14. Consulting Roles We have provided ClearWisdom™ to dozens of companies Partial List© Copyright ClearAction LLC. All rights reserved. Page 14
  15. 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. 16. © Copyright ClearAction LLC. All rights reserved. Page 16
  17. 17. For More About Customer Experience: www.ClearActionCX.com/best-practices OptimizeCX@ClearActionCX.com tel +1 408 687 9700
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