For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-recognition-employee-engagement Customer experience improvement and customer-centered culture can be accelerated and embedded via self-reporting team recognition, which fosters empowerment, momentum, accountability, knowledge management, closed-loop communication and energetic focus. See https://ClearAction.com

1. www.ClearActionCX.com
Customer Experience Recognition
Self-Reporting Team Recognition Methodology
to Accelerate & Embed Customer-Centered Culture

2. © Copyright ClearAction LLC. All rights reserved.
Communication is Changing!
= 2-way Conversation

3. Challenges in Recognizing Achievements
A Manager's
Perspective
Additional Administrative Burdens
At the Last
Minute
1-way Conversation

4. Self-Reporting Team Recognition: Case Study
.
Cross-Functional
Teams Formed
Management's
Challenges
Announced
Project Approach
Identified
Progress Tracked
in Recognition
Database
.
Current Performance
Target
Constructive
Feedback From
Panel of Judges
Wide Array of
Congratulations
- or -
Chance to Re-Submit
Momentum, Accountability, Big Results
© Copyright ClearAction LLC. All rights reserved.

5. Self-Reporting Reflects Team's Journey
Photo by Marcelo Terraza
Who are the team members?
Why does this team exist?
What was the root cause?
What improvement tools were used?
What improvements were achieved?
What did stakeholders say?
How were lessons learned proliferated?
How was the root addressed?
© Copyright ClearAction LLC. All rights reserved.

6. RECOGNITION FOR QUALITY IMPROVEMENTS Q3’XX
Congratulations to Q3’XX Corporate Quality Recognition Winners.
These teams have utilized quality tools and techniques to
resolve problems and improve customer satisfaction.
Join us in congratulating these teams for their outstanding quality improvements!
NEXT PROCESS IS THE CUSTOMER
Team Name
2-3 lines describing team achievement,
beginning with quantitative results
Members Members Members
Members Members Members
Members Members Members
BREAKTHROUGH PERFORMANCE
Team Name
2-3 lines describing team achievement,
beginning with quantitative results
Members Members Members
Members Members Members
Members Members Members
RIGHT THE FIRST TIME
Team Name
2-3 lines describing team achievement,
beginning with quantitative results
Members Members Members
Members Members Members
Members Members Members
SUPPLIER ALIGNMENT
Team Name
2-3 lines describing team achievement,
beginning with quantitative results
Members Members Members
Members Members Members
Members Members Members
Congratulatory Poster Template
© Copyright ClearAction LLC. All rights reserved.

7. Tips for Accessible Recognition
 Create performance categories
 Specify self-reporting criteria
 Vertical & horizontal visibility
To Motivate:
Culture Change
Morale-Building
Retention
Cost Reduction
Productivity
Quality
Customer Focus
etc.
SetUp
 Engage executive sponsors
 Monitor common reference frames
 Close-loop communication
2-Way
 Recognize per contributions
 Focus on leading indicators
 Proliferate best practices
Value
© Copyright ClearAction LLC. All rights reserved.

8. 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.

9. 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.
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OptimizeCX@ClearActionCX.com

10. OptimizeCX@ClearActionCX.com
tel +1 408 687 9700
Lynn Hunsaker
ClearAction
company/clearaction-llc
+ClearActionCXO
CustomerExperienceOptimization