Innovating the Superior Customer Experience

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Innovation is an essential source of growth and leadership. Innovation that ignores customer experience cannot be successful. Opportunities abound for leapfrogging your peers' market performance when you innovate the entire customer experience.

See http://ClearActionCX.com

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Innovating the Superior Customer Experience

  1. 1. www.ClearActionCX.com Innovating Customer Experience
  2. 2. What Is the Customer Experience? Desired End-Result What Customer Buys © Copyright ClearAction LLC. All rights reserved.
  3. 3. What Is the Customer Experience? Emotional Functional Desired End-Result What Customer Buys Means-to-an-End Firm’s Solution © Copyright ClearAction LLC. All rights reserved.
  4. 4. What Is the Customer Experience? Product Service Business Model Affinities Convenience Policies Processes Culture Emotional Functional Desired End-Result What Customer Buys Means-to-an-End Firm’s Solution © Copyright ClearAction LLC. All rights reserved.
  5. 5. How to Define the Customer Experience? Total Costs Money Time Energy Psychic Total Value Product Service Personal Image Desired End-Result Customer’s Perspective © Copyright ClearAction LLC. All rights reserved.
  6. 6. Compare Solutions vs. End-ResultsFunction Time GEL Technology Impact Desired End-Result Adapted from TechnologyAssessment for a Better Strategy, by John Milburn, Pragmatic Marketing, Volume 5, Issue 1. Offering Exceeds Desired End-Result Offering Aligned to Desired End-Result Offering High-Value to Desired End-Result Offering Solves Higher Order End-Result © Copyright ClearAction LLC. All rights reserved.
  7. 7. Build a Unified View Company-wide Desired End-Result Sales Service Operations Manufacturing Channels Engineering Finance Human Resources Legal Marketing Quality Safety Suppliers Partners Facilities Information Technology Purchasing etc. © Copyright ClearAction LLC. All rights reserved.
  8. 8. Customer Experience Innovation Enablers Desired End-Result Product Service Business Model Affinities Convenience Policies Processes Culture Ideas Adapted from The Innovator’s Guide to Growth, by Scott Anthony, Mark Johnson, Joseph Sinfield & Elizabeth Altman Sufficient Sustaining Common Language External Perspective Traction Mind-set Resources Favor Disruptive Manage Uncertainty Execution Capabilities Scalability Channels/Alliances Value Chain © Copyright ClearAction LLC. All rights reserved.
  9. 9. Customer Experience Innovation Enablers Desired End-Result Product Service Business Model Affinities Convenience Policies Processes Culture Adapted from Innovation: The 5 Disciplines for Creating What Customers Want, by Curtis Carlson & William Wilmot and Breakaway: Deliver Value to Your Customers, by Charles L. Fred Customer Needs Value Creation Innovation Champions Innovation Champions Organizational Alignment x x xx Establish Proficiency Threshold Accelerate Accumulation of Experience Measure Cycle Time to Threshold Proficiency © Copyright ClearAction LLC. All rights reserved.
  10. 10. ClearActionCX.com See the whole presentation in ClearAction Insiders! © Copyright ClearAction LLC. All rights reserved.
  11. 11. ClearActionCX.com If You Like These Concepts, Get the Book! © Copyright ClearAction LLC. All rights reserved. >30 Tools & Techniques Step-by-Step Guidelines
  12. 12. 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.
  13. 13. 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.
  14. 14. 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
  15. 15. OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization

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