Optimize Customer Experience Optimization: Training Course


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Optimize Customer Experience Optimization: Training Course

  1. 1. Customer Experience Optimization Course Helps Firms Retain Customers inSlow EconomyAs economic cycles change, customer care strategies must adapt to evolving customerexpectations. A new professional training course explains how to survive the downturn byextending customer relationship management (CRM) into cost-saving customer experiencemanagement (CEM).Sunnyvale, CA (PRWeb) December 9, 2008 -- As economic cycles change, customer care strategies must adapt toevolving customer expectations, competitive forces and financial realities. Addressing these needs, a CustomerExperience Optimization professional training course, organized by Jacob Fleming Group, will be taught by LynnHunsaker of ClearAction LLC in Budapest, Hungary on February 12-13, 2009. Customer experiencemanagement, or CEM, is an expanded outlook on customer satisfaction and customer relationship management,creatively using existing data and processes to propel customer experience improvement without a big budget. The customer experience is broader than firms have traditionally defined it. From the customers perspective, itencompasses the time horizon from customers awareness of a need to their final use of a solution. By viewingbrand strategy through the customers eyes, customer-centric innovation of products, services, business processesand customer touch points can leapfrog competition for enduring differentiation. Lynn Hunsaker, customer experience strategist and owner of ClearAction, commented: "CEM grows revenue --but more importantly, sustainable profitability -- by preventing customer hassles, wasted costs, and customerchurn, or turnover. It goes beyond typical customer relationship management (CRM) and customer satisfactionsurveys with practical tools that can be used to help employees organization-wide to live the brand. This isessential to consistently delivering brand promises made in formal advertisements, as well as informal brandmessages." Attendees of the two-day Customer Experience Optimization master-class are typically chief marketing officers,chief customer officers, and vice presidents, directors and senior managers of marketing, service, quality, orinitiatives such as CEM, customer advocacy, customer satisfaction, customer retention, customer loyalty,customer experience, customer care or customer programs. The course is highly interactive, guiding attendees in assessing their firms customer-centricity and plotting theirjourney toward customer experience optimization, through case studies, application exercises, and templates thatreinforce proven principles and techniques. Topics covered in the Customer Experience Optimization course include customer lifetime value, panoramiccustomer experience viewpoints and customer personas, internal branding, customer touch point alignment,customer experience innovation, relationship marketing and customer loyalty programs. Additionally, the courseemphasizes time-tested tools for nurturing customer focus throughout the organization, managing leadingindicators of customer experience and profitability, managing change, and reinforcing success throughdashboards, recognition and incentives.PRWeb eBooks - Another online visibility tool from PRWeb
  2. 2. As instructor of this course, Lynn Hunsaker offers highly respected viewpoints. Her CEM thought leadership incustomer experience is published in OgilvyOnes Customer Futures publication "The Importance of CustomerExperience in a Down Economy" and in the Association of Support Professionals publication "The GreatCustomer Experience". She is an EzineArticles.com platinum expert author and has been honored byCustomerThink.com as blogger of the month. Ms. Hunsaker teaches marketing, advertising and business coursesat University of California Berkeley Extension, Mission College and San Jose State University. Typical remarksof her consulting clients are summarized by Katherine van Diepen, director of marketing communications atAnritsu Corporation: "Lynn has taught us things that would not readily cross our minds but after she explainsthem make total sense, and increased our efficiency and accuracy in many areas". A brief preview of the course isavailable through IIR USAs Customer Contact and Services Forum webinar on February 5, 2009.For additional information on the Customer Experience Optimization master-class, seehttp://www.clearaction.biz/customer-experience-class.html. About ClearAction: ClearAction LLC is a customer experience consulting firm specializing in mentoring executives forcustomer-focused business process improvement and customer relationship skill development. ClearActionemphasizes customer hassle prevention for greater results in customer retention and profitability. About Jacob Fleming Group: Jacob Fleming specializes in organizing prestigious international conferences for Europe, providing strategiesand technical expertise in business functional areas and vertical markets in energy, finance, media, pharmaceuticaland telecom sectors.### Page 2/3If you have any questions regarding information in these press releases please contact the company listed in the press release. Our complete disclaimerappears here. - PRWeb eBooks - Another online visibility tool from PRWeb
  3. 3. Contact InformationLynn HunsakerClearAction LLChttp://www.clearaction.biz1-408-687-9700Online Web 2.0 VersionYou can read the online version of this press release here.PRWebPodcast AvailableListen to Podcast MP3 Listen to Podcast iTunes Listen to Podcast OGG Page 3/3If you have any questions regarding information in these press releases please contact the company listed in the press release. Our complete disclaimerappears here. - PRWeb eBooks - Another online visibility tool from PRWeb