CX Index: Cracking the Code in Customer Experience Strategy
ClearAction Blog
by Lynn Hunsaker
1M ago
CX Index: Cracking the Code in Customer Experience Strategy Lynn Hunsaker The CX Index measures customer experience among brands in 13 industries. To-date, no industry has reached the “Good” or “Excellent” category; most are in the “OK” category and a few are in the “Poor” category.1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices. To pierce the “Excellent” glass ceiling, your customer experience strategy must shift gears. Interestingly, the CX Index is simple: CX Quality Customer Loyalty Effectiveness: How effective was the brand at meeting ..read more
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Gratitude Grows Gains from Employee Experience Strategies
ClearAction Blog
by Lynn Hunsaker
3M ago
Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker An attitude of gratitude is the source of growth personally and in relationships with fellow employees. Gratitude nurtures common courtesy that’s central to diversity and inclusion. Ironically, when we appreciate differences, we’re more likely to discover commonalities. Employee experience gains from gratitude in interactions are smiles, responsiveness, and doing the whole job. These gains can be measured in productivity, engagement, succession, and tenure. Just as importantly, these gains are felt by every ..read more
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Gratitude Grows Gains from Customer Experience Strategies
ClearAction Blog
by Lynn Hunsaker
3M ago
Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker In the best of times and the hardest of times, gratitude is your key to rising above norms. In this holiday season, we’re reminded to ponder the good, express and celebrate thankfulness, and give gifts to convey appreciation for our relationships. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), we’re reminded again. Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on eve ..read more
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Assessment for Almost-Automatic CX Excellence
ClearAction Blog
by Lynn Hunsaker
3M ago
Assessment for Almost-Automatic CX Excellence Lynn Hunsaker To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. We aimed from the start to align every work group with customers’ priorities, engage every group in improving CX efficiency and effectiveness, and embed customer-focus in running our business. Within the first two years, we saved enormous time and money for employees, cu ..read more
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5 Best Experience Management Metrics
ClearAction Blog
by Lynn Hunsaker
4M ago
5 Best Experience Management Metrics Lynn Hunsaker Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! (NPS, CSAT, FCR, Health / Effort Score, etc.) Interestingly, Employee Experience or Partner Experience can be substituted for CX below. Experience Management (XM) encompasses CX + EX + PX. (Brand experience and product experience are subsets of CX, and they are sometimes subsets of EX and PX.) So, what’s the solution ..read more
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CX Annuities Solve CX ROI & Tenure Dilemmas
ClearAction Blog
by Lynn Hunsaker
4M ago
CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. Customer experience management typically revolves around touchpoints: service, personalized marketing, loyalty programs, voice of customer, design and digitalization of journey steps, and management of Detractors, Passives, and Promoters. This is true for customer experience, employee experience, and partner experience management. All of these efforts ..read more
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Is Adversity Good for Customer Experience & Employee Experience?
ClearAction Blog
by Lynn Hunsaker
1y ago
Is Adversity Good for Customer Experience & Employee Experience? Lynn Hunsaker Employee experience has certainly met some hard knocks during the global pandemic. Numerous forces have made it harder to communicate with colleagues, nurture staff members, feel recognized for your hard work and sacrifices, be confident in your job security, and much more. For customer experience as well, the pandemic has required a lot of patience, with lingering uncertainty due to supply chain issues, workforce interruptions, and so on. Nonetheless, there is a silver lining to gray clouds. Granted, it may tak ..read more
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CEO’s Guide to Growth Through Ease of Business & Ease of Work
ClearAction - Customer Experience Consulting Blog
by Lynn Hunsaker
1y ago
CEO’s Guide to Growth Through Ease of Business & Ease of Work Lynn Hunsaker “Customer-centered management is straightforward business sense,” declared the first article1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019.2 Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders. “CEOs work to generate profits and return value ..read more
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Customer Experience for the Future — Key #1: Context is King
ClearAction Blog
by Lynn Hunsaker
1y ago
Customer Experience for the Future — Key #1: Context is King Lynn Hunsaker Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” And as Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” But how many employees in your organization see their job this way? And how many managerial decisions promote customer experience excellence? In the future, companies that treat customer experience excellence as the context for everyon ..read more
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Marketing Operations Defined for Wikipedia, Part I
ClearAction Blog
by Gary Katz
1y ago
Marketing Operations Defined for Wikipedia, Part I Gary Katz Marketing Operations definition as proposed updated content for Wikipedia, which would include the History of Marketing Operations and Marketing Operations Defined for Wikipedia, Part II. Please comment below to indicate your approval/suggestions. The marketing operations (MO) function has emerged due to the need for a more transparent, efficient, and accountable view of marketing. Its growth was initially driven by the proliferation of marketing technology and increased pressure from the C-suite to prove the value of marketing and c ..read more
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