This document discusses differentiating customer experience and viewing it from the customer's perspective. It discusses understanding the outcomes customers desire and do not desire, in order to maximize value. It also discusses analyzing current customer programs to determine how customer-centric they are. The presentation provides tools and frameworks to prioritize customers and offerings based on delivering superior value and meeting customer needs, outcomes, and circumstances in order to achieve profitable differentiation.
Global Scenario On Sustainable and Resilient Coconut Industry by Dr. Jelfina...
Customer Experience Differentiation in 40 Characters
1. Customer Experience Differentiation
Note -- This presentation builds on concepts from these presentations:
Why Satisfaction Surveys Aren’t Customer-Centric
Customer-Centric Culture
Innovating Superior Customer Experience
For best understanding, please review the above first, or contact
Success@ClearAction.com
LYNN HUNSAKER
CHIEF CUSTOMER OFFICER
7. ClearAction Continuum
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GETTING & KEEPING CUSTOMERS
DRIVING GROWTH & INNOVATION
DATA & METRICS THAT WORK
CREATIVITY WITHIN BOUNDARIES
DRIVING ACCOUNTABILITY & COMMITMENT
GETTING EVERYONE ON THE SAME PAGE
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