Customer Experience Optimization: Enabling Customers to Love You
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For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-optimization-enabling-customers-to-love-you-125744521 Enticing customers to become fans is quite different from *enabling* their devotion. How L-O-V-E can optimize customer experience to grow both revenue and profit naturally. See https://ClearAction.com
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Customer Experience Optimization: Enabling Customers to Love You
- 1. www.ClearActionCX.com Customer Experience Optimization Enabling Customers to Love You!
- 4. Are customers among your loved ones?
- 5. Renewals Extensions Referrals New customers Testimonials Likes, Shares, ... Your Wish List
- 6. Look at everything through your loved one’s eyes Obsess over your loved one’s intended outcomes Value your loved ones in all you do Eradicate hassles to enable reciprocated love What works in personal relationships is what works in customer relationships
- 7. Every customer input is a gift $146M $18M Innovations based on customers’ ideas Innovations based on internal ideas = 800% advantage MIT Study of revenue from 1193 successful innovations across 9 industries over 5-year period: 40% of innovations were internal-idea-based For every customer who gives negative feedback, there are 26 others with the same view
- 8. Anticipate & prevent hassles Look for patterns in customer pain Solve issues at their root, to prevent recurrence Use keys #1, 2, and 3 (L-O-V) to anticipate pains & joys Differentiation that is really hard to copy
- 9. Loved ones at home Loved ones in business When I do eradicate hassles:When I do not eradicate hassles: When I do eradicate hassles:When I do not eradicate hassles:
- 10. ClearActionCX.com See the whole presentation in ClearAction Insiders! © Copyright ClearAction LLC. All rights reserved.
- 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. 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
- 13. OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization