Customer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need. [...] The post Customer Care … CRM … Customer Experience — What’s the Difference? by Lynn Hunsaker appeared first on Clear ..read more

If It’s Called Customer Experience, Why Is It All About the Brand? Janice Cuban While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies, but a whopping 86% don't [...] The post If It’s Called Customer Experience, Why Is It All About the Brand? by Janice Cuban appeared first on ClearAction CX Strategy e-Consulting ..read more

Putting Customers First: If Not You, Who? Lynn Hunsaker by Carol Borghesi, former Customer First Officer at TELUS In all my years of meeting about customer responsibilities, I have never once been in the same room both with those who actually lead the move to customer centricity and with the people that prevent the move to customer centricity. There are two reasons for this: [...] The post Putting Customers First: If Not You, Who? by Lynn Hunsaker appeared first on ClearAction CX Strategy e-Consulting ..read more

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. Therefore, it’s lagging.   Leading indicators are what you are doing that causes the lagging indicator. A leading indicator shows what customers will soon experience. Chief Marketing Officers measure the purple metrics shown below about what happened in the market: customer acquisition cost, margin expansion, sales velocity, customer rete ..read more

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? . . . Less pressure to show financial gains? . . . Higher internal engagement in using customer insights for seamless journeys? In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement: 8 Voice of Customer Keys to CX ROI. Start there and continue here in designing your VoC methodology: 9. Stop asking for feedback on every transaction Consider how many transactions a customer has t ..read more

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. And it should be the basis for how your business is run. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. These are revenue roadblocks. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly. However, only a third of CX managers say their Voice of Customer is “good” or “very good” at making changes to the business. This means two-thirds of Voice of Customer is not good at driving change. Only 15% sa ..read more

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker   CX is a Team Sport was the CX Day1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. While these popular definitions are important, they’re vastly incomplete. Two very different CX is a Team Sport analogies may be surprising to you. — Controlling Touchpoints Model. — Influencing Companywide Model. Both models urgently rec ..read more

Does CiCi’s Pizza hire at 14? If you’re a teenager looking for your first job, you may be wondering if ... Read moreDoes CiCiʼs Pizza hire at 14? The post Does CiCiʼs Pizza hire at 14? appeared first on Chef's Resource ..read more

How Much is a 7-Eleven Pizza? 7-Eleven is known for its convenient and affordable food options, and their pizza is ... Read moreHow much is a 7-Eleven pizza? The post How much is a 7-Eleven pizza? appeared first on Chef's Resource ..read more

California Pizza Kitchen and Gluten-Free Options California Pizza Kitchen (CPK) has been known for its wide variety of delicious pizzas ... Read moreDoes California Pizza Kitchen have gluten-free? The post Does California Pizza Kitchen have gluten-free? appeared first on Chef's Resource ..read more