5 Keys to Employee Engagement in Customer Experience

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For an updated version of this presentation: https://www.slideshare.net/clearaction/5-keys-to-employee-engagement-in-customer-experience-125749747 How to improve customer experience by engaging employees cross-organizationally to resolve chronic customer experience challenges. See https://ClearAction.com

Business

www.ClearActionCX.com
5 Keys to Employee Engagement
In Customer Experience Management

Trust ---------------- Price
Unique ---------------- Commodity
Customer Experience is Critical to Strategy
Differentiation
Best Average Laggard
Customer Retention 15% 1% 0%
Customer Satisfaction 19% 8% 3%
Profitability 8% 6% -8%
Growth
© Copyright ClearAction LLC. All rights reserved.

Cross-Channel
Cross-Functional
Metrics
360-View
Incentives
Broken Links
Business Results
Behaviors
Survey Results
Data Actions
What’s Promised What’s Delivered
© Copyright ClearAction LLC. All rights reserved.
Lack of Cooperation Inhibits Customer Experience Management

5 Keys to Cooperation in Customer Experience Management
1. Systems Thinking
2. Change Management
3. Internal Branding
4. Continual Improvement Practices
5. Sustaining the Momentum
© Copyright ClearAction LLC. All rights reserved.

1. Systems Thinking for Cooperation & Big Results
Holistic View
• Analogies
• Connectivity
• Framing
• Patterns
• Perspective
• Structure
LIKE …
© Copyright ClearAction LLC. All rights reserved.

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See the whole presentation in ClearAction Insiders!
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If You Like These Concepts, Get the Book!
5 Keys Explained
>20 Tools &
Techniques
Step-by-Step
Guidelines
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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

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

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For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-strategy-invisible-innovations-that-matter-most Innovate customer experience where customers want it most: your behind-the-scenes processes, policies, etc. (i.e. getting your act together from the customer's perspective) These things may be invisible to customers, but they're the most powerful toward aligning with customers, enabling (not enticing!) them to love you. See https://ClearAction.com

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For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-retention-strategies-125750732 Is customer retention included in your marketing plans and budgets? Many companies are involving customers in 2-way conversation to build relationship strength. Trust is the #1 way to retain customers ... by preventing hassles in policies and processes ... making your company irresistible, for sustained organic growth. See https://ClearAction.com

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The Annual ClearAction Business-to-Business Customer Experience Management Benchmarking Study monitors the implementation of best practices in customer-focused management for sustainable high profitability. This is a study of the journey to world-class performance in how business-to-business firms: (1) listen to customers, (2) view customers, (3) center employees on customers, and (4) center business on customers. It explores the motivations behind customer experience management (CEM) and its linkages to corporate goals, strategy, culture, processes, and business results. THIS IS A SAMPLE OF SELECTED PAGES FROM THE REPORT See http://ClearActionCX.com

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Our world is full of endless distractions: videos, special offers, articles, the list goes on. So, how do you make sure your content reaches your audience and grabs their attention? During this webinar, content marketing expert Steve Rayson will share insights gained from analyzing a million headlines, across a range of publications, to discover what phrases amplify content and drive conversions. And if that's not enough, advertising fanatic Larry Kim will show you how to use this data to craft click-worthy ad copy to use across paid search and social to increase click-through rates and significantly decrease cost-per-click. Register now to hear this marketing dynamic duo crack the code on engagement. You'll learn: -What type of copy performs best on Facebook, Twitter, and Search -How to curate attention-grabbing, engaging content -What components make up a powerful headline

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5 Keys to Employee Engagement in Customer Experience

1. www.ClearActionCX.com 5 Keys to Employee Engagement In Customer Experience Management

2. Trust ---------------- Price Unique ---------------- Commodity Customer Experience is Critical to Strategy Differentiation Best Average Laggard Customer Retention 15% 1% 0% Customer Satisfaction 19% 8% 3% Profitability 8% 6% -8% Growth © Copyright ClearAction LLC. All rights reserved.

3. Cross-Channel Cross-Functional Metrics 360-View Incentives Broken Links Business Results Behaviors Survey Results Data Actions What’s Promised What’s Delivered © Copyright ClearAction LLC. All rights reserved. Lack of Cooperation Inhibits Customer Experience Management

4. 5 Keys to Cooperation in Customer Experience Management 1. Systems Thinking 2. Change Management 3. Internal Branding 4. Continual Improvement Practices 5. Sustaining the Momentum © Copyright ClearAction LLC. All rights reserved.

8. 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

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

5 Keys to Employee Engagement in Customer Experience

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