Improving Customer Experience

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http://customerexperience.vox.com
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Employee Engagement in Balanced Scorecards

Thursday, July 22, 2010 • Duration 05:36

For senior executives the traditional balanced scorecard provides insights for steering the corporation or initiative in the right direction. However, these high level metrics may appear out of reach for most employees. Hear practical methods for engaging employees in balanced scorecards. From the blog Customer Experience Optimization: Delivering Your Brand Promise. (5:36) Mevio {Mevio-df44d696b0fbde8457e21482896839fa}

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Creativity for Customer Experience Improvement

Saturday, July 10, 2010 • Duration 04:10

Open your mind to new ideas for improving customer experience. It's a fast-paced highly competitive world, so continual improvement -- and occasional breakthroughs -- are imperatives for consistently delivering superior customer experience. From the blog Customer Experience Optimization: (4:10)

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Improve Customer Experience by Eliminating Customer Focus Boundaries

Friday, July 9, 2010 • Duration 02:47

'Customer-focus is important for certain job roles, but for other roles, we rely on our own wisdom.’ This is poisonous thinking when some parts of your company are excused from customer-focus. From the blog Customer Experience Optimization: (2:47)

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Strengthen Customer Relationship Through Customer Engagement

Thursday, May 20, 2010 • Duration 03:22

Examples of customer engagement using Twitter, wikis, online communities, social network sites, and customer testimonials on flip phones. Examples from Comcast, Microsoft, Blackbaud, 3PAR, Intuit, Fox, Dell. From the blog Customer Experience Optimization: and the webcast Customer Retention Strategies (18:37).

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Improve Customer Experience by Reaching Out to At-Risk Customers

Thursday, May 20, 2010 • Duration 03:06

Over-focus on customer acquisition teaches customers to switch brands. For example, the brand switching rate, called customer churn, is 40% for the mobile phone industry, compared to a 7% customer churn rate for the insurance and financial services industries. Some good advice is to quit training your customers to switch – get off the churn bandwagon. Example from Orange / France Telecom. From the blog Customer Experience Optimization: at http://customerexperience.vox.com (3:06).

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Why Satisfaction Surveys Aren't Customer Centric

Thursday, May 20, 2010 • Duration 07:06

Customer Centricity by Discerning Satisfaction Outcomes vs Enablers. What’s the difference between the way customers volunteer feedback versus the way they’re requested to give feedback? One revolves around outcomes in the customer’s world, whereas the other revolves around customer satisfaction enablers in the company’s world. True customer-centricity requires primary focus and decision motivations be centered on the customer’s world, rather than the company’s. From the blog Customer Experience Optimization: at http://clearaction.biz/blog (7:06).

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Customer Experience Management by Walking the Talk

Thursday, May 20, 2010 • Duration 03:48

Beyond customer surveys and rhetoric, an organization has to do things uniquely to lead its industry peers in superior customer experience. Examples from IBM, Toyota, Intuit, JetBlue, Enterprise. From the blog Customer Experience Optimization: (3:48).

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Customer Experience is Well-Defined by Metaphors

Thursday, May 20, 2010 • Duration 02:31

Do you want to gain an in-depth understanding of customer experience? More information can be obtained from five customers than from 50 focus groups, according to Larry Huston, former Vice President of Knowledge and Innovation at Procter & Gamble: "Map a holistic experience and spend 12 hours with one consumer over a one-month period instead of running 50 focus groups where you have eight minutes with an individual consumer." From the blog Customer Experience Optimization: (2:31).

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Customer Survey Action Plans & Feedback to Customers

Wednesday, May 19, 2010 • Duration 02:54

Anytime customers share feedback — whether solicited via survey or unsolicited via complaint or casual comments to front-line employees — it’s important to acknowledge the customers’ view and thank them, with assurance you’re working on solutions. Don’t let them feel like they’re hanging on a cliff waiting for advice they offered to make a difference! Examples from Boeing & Motorola. From the blog Customer Experience Optimization: (2:54).

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Customer Experience Data: Untapped Gold Mines

Wednesday, May 19, 2010 • Duration 05:13

Go after the gold in your customer data, avoid fool’s gold, and refine your customer data gold to make a difference in your business growth and profitability. Untapped opportunities exist in: *Making use of unstructured data, such as customer inquiries. *Connecting data systems such as order-entry and sales. *Helping Sales, Service, Finance, and the whole company see the customer in totality. *Allowing customer-facing people easy access to combined customer/company data. *And more. Examples from Cisco Systems. From the blog Customer Experience Optimization: (5:13).

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Improving Customer Experience – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

RSS feed quality and score

Publication history

Latest published episodes

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

Improving Customer Experience – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

Other5

X1

RSS feed quality and score

Publication history

Latest published episodes

Similar podcasts and content

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

Other5

X1