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Creating Value for Your Customers and Company

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For an updated version of this presentation: https://www.slideshare.net/clearaction/creating-value-for-your-customers-and-company

Customer value creation for excellent customer experience that yields enduring business growth

See https://ClearAction.com

Publié dans : Business
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Creating Value for Your Customers and Company

  1. 1. Presenter Host Lynn Hunsaker Michelle Romanica Today’s Webinar Creating Value for Your Customers & Company
  2. 2. © 2014 ClearAction LLC. All Rights Reserved. Marketing, Sales, & Service Accelerate/Ensure Value Exchange Company Customer Customer experience management is often assigned to these front-line organizations Extracting value is the typical focus of Customer Experience Mgt (not creating value) Outgoing & Incoming Communication Transaction Management Business Intelligence But they are severely limited in their ability to create value
  3. 3. © 2014 ClearAction LLC. All Rights Reserved. What is Actually Given & Received? Where value is increased or decreased Product Service Processes Policies Business Model Surroundings Attitudes Money Effort Time Uncertainty Company Customer To increase value, the rest of the company must engage in Customer Experience Mgt Marketing, Sales & Service have limited ability to drive value in these areas All of these collectively shape the customer experience
  4. 4. © 2014 ClearAction LLC. All Rights Reserved. Drive Value in 2 Dimensions: (1) Costs, (2) Growth Value (ROI) = Growth Costs Revenue, profit, capabilities Resources, time, lost opportunities =
  5. 5. Capabilities Customers Seek Are the ROI Context for Value Creation © 2014 ClearAction LLC. All Rights Reserved. • To relax • To be entertained • To avoid pain • To live • To grow • To make money Every purchase is about a capability Product Service Processes Policies Business Model Surroundings Attitudes Money Effort Time Uncertainty All of these collectively shape customer experience What you sell is a means-to-an-end: the capability the customer is pursuing The sought-for capability is your guiding light for ease-of-doing-business cost reductions and for innovations
  6. 6. How to Identify Capabilities Customers Seek © 2014 ClearAction LLC. All Rights Reserved. “Mine” what customers have already told you Comments from: • Surveys • Contact centers • Customer visit reports • Complaints Reasons for frustration or delight, what/who your item interacts with, & so what?
  7. 7. Customer Capability is the Context for Value Creation © 2014 ClearAction LLC. All Rights Reserved. 1) Minimize capability inhibitors 2) Maximize capability expansion Company must 1st create value Customer rewards best value-creator
  8. 8. The Laws of Customer Value Creation Have a Natural Flow © 2014 ClearAction LLC. All Rights Reserved. Retention, loyalty and business results must be earned through trust Customer feedback/inputs shape everything Create mutual value by systemically contributing to customers’ sought-for capability
  9. 9. ClearActionCX.com See the whole presentation in ClearAction Insiders! © 2014 ClearAction LLC. All Rights Reserved.
  10. 10. ClearActionCX.com If You Like These Concepts, Get the Book! >30 Tools & Techniques Step-by-Step Guidelines © 2014 ClearAction LLC. All Rights Reserved.
  11. 11. ClearActionCX.com If You Like These Concepts, Get the Book! 5 Keys Explained >20 Tools & Techniques Step-by-Step Guidelines © 2014 ClearAction LLC. All Rights Reserved.
  12. 12. ClearActionCX.com If You Like These Concepts, Get the Book! 4 Keys Explained 10 Templates Step-by-Step Guidelines © 2014 ClearAction LLC. All Rights Reserved.
  13. 13. 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.” Partial List Send us a note: OptimizeCX@ClearActionCX.com © 2014 ClearAction LLC. All Rights Reserved.
  14. 14. OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization

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