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

1. Customer Experience Optimization
Enabling Customers to Love You!
1
LYNN HUNSAKER
CHIEF CUSTOMER OFFICER

2. ClearAction Continuum
2© Copyright ClearAction Continuum. All rights reserved.
Happy
New Year!

3. ClearAction Continuum
3© Copyright ClearAction Continuum. All rights reserved.
Respect
Reward
Renewal

4. ClearAction Continuum
4© Copyright ClearAction Continuum. All rights reserved.
Are customers
among your
loved ones?

5. ClearAction Continuum
5© Copyright ClearAction Continuum. All rights reserved.
Renewals
Extensions
Referrals
New customers
Testimonials
Likes, Shares, ...
Your Wish List

6. ClearAction Continuum
6© Copyright ClearAction Continuum. All rights reserved.
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. ClearAction Continuum
7© Copyright ClearAction Continuum. All rights reserved.
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. ClearAction Continuum
8© Copyright ClearAction Continuum. All rights reserved.
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. ClearAction Continuum
9© Copyright ClearAction Continuum. All rights reserved.
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. ClearAction Continuum
10
ClearAction Continuum
10
See the rest of this presentation in
 GETTING & KEEPING CUSTOMERS
 DRIVING GROWTH & INNOVATION
 DATA & METRICS THAT WORK
 CREATIVITY WITHIN BOUNDARIES
 DRIVING ACCOUNTABILITY & COMMITMENT
 GETTING EVERYONE ON THE SAME PAGE
Join today:
https://ClearAction.com/value-exchange
Ask for a demo:
Success@ClearAction.com

11. ClearAction ContinuumClearAction Continuum
11
Increase: Maximize: Decrease:
• Follow-through
• Ability to prioritize
• Productivity of resources
• Employee engagement
• Strategic vs. tactical work
• Resource acquisition
• Stakeholder satisfaction
• Stakeholder cooperation
• Team collaboration
• Right the first time
• Job satisfaction
• Continuity
• Project stalls
• Duplicated resources
• Redundant efforts
• Rework
• Employee turnover
• Alliance workloadAlignment (bridging silos) is the
next frontier in CX ROI
Design of ClearAction Value Exchange based on research with American Express, Aon, Apple, Ariba,
Clorox, Covidien, Eli Lilly, Global Foundries, HP, Microsoft, NVIDIA, SAP and beta-testing with many others
ClearAction Value Exchange KPIs are multipliers on your CX investments
SaaS for real-time
personalized action plans
to tackle these silos
30-minute bites
AI-curated resources
DIY and interactive
VP-level to intern-level
Shared vision
Collective capability
© 2019 ClearAction Continuum.

12. ClearAction Continuum
ClearAction Continuum closes the brand-customer gap.
ClearAction Value Exchange members in marketing
& customer experience, care & success roles access
real-time, 24x7, bite-sized personal solutions to
navigate silos for customer value performance
ClearAction Advisory clients strategically
operationalize marketing & customer experience
for scalability, resource productivity & enduring
customer value performance
1212
Customer value performance momentum
© 2019 ClearAction Continuum.
ClearAction Continuum

13. ClearAction Continuum
Ask about customer value performance momentum
ClearAction Continuum
13
DNA MASTER PLAN™
STRATEGIC RENEWAL™
CLEARACTION VALUE EXCHANGE™
DNA ACTIVATION™
MARKET RESPONSIVENESS INDEX™
DX AGILITY™
DNA TRANSFORMATION™
DX ALTITUDE™
RACE™
(RAPID ANALYTICS CUSTOMER ENVIRONMENT)
VOX MODERNIZED™
VOX ACTIONABILITY™
SHARKTΛINK™
CX growth aspirations:
 Business results via trust-building
 Consistency via silo-bridging
 All-employee engagement
 Prevention and anticipation
 CX as managerial context
 Profit impact in daily decisions
https://clearaction.com/customer-centered-business-10-keys-organic-growth/© 2019 ClearAction Continuum.
Success@ClearAction.com

14. ClearAction Continuum
14
ClearAction Continuum
We’re honored to influence these companies
PARTIAL LIST OF CLIENTS
© 2019 ClearAction Continuum.

15. ClearAction Continuum
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ClearAction Continuum
ClearAction clients’ experiences
Because each of the ClearAction
team members managed CX in B2B
for a number of years, they provided
personal examples and practical
tools that could be implemented right
away. It was incredibly beneficial for
us to work with them for several
occasions. They elevated our
collective knowledge and helped us
achieve a higher level of CX maturity.
– A. Chu, Dir Customer Experience
ClearAction is an expert in business
operations and has been an
invaluable resource for us to learn
best-practices in many areas. They
taught us things that would not
readily cross our minds, but after they
explain, it makes total sense, and this
increased our efficiency and
accuracy in many areas. I highly
recommend ClearAction.
– K. Van Diepen, Dir Marketing Communications
ClearAction has been at the forefront
of helping companies like ours
reduce chaos, maximize resources
and achieve impactful results.
They’ve provided mission-critical
guidance to begin the process of
building a strong marketing
operations function that supports our
company’s growth, scale and
continuous improvement objectives.
– K. Chalmers, Dir Marketing Operations
© 2019 ClearAction Continuum.

16. ClearAction Continuum
Customer value performance momentum