Upgrading to a new model of any kind of product can be an exciting customer experience … but not if you as a supplier don’t set it up for success. All too often, upgrades cause too many surprises, wasted time and money, and frustration. It just doesn’t make any sense to spoil what could [...] Read More…
Author Archives: clearaction
Make Good Customer Experiences Easy! 1 / 15 / 10
Loyalty Is Not Just For Customers 1 / 7 / 10
Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge. So companies do a lot to encourage customer behavior that favors their brand, to increase: - Purchase frequency and volume - Involvement and structural ties - Recommendations of the brand. Yet, like most things in life, loyalty is a two-way street. Who are you [...] Read More…
Double-Check Assumptions & Motives to Improve Customer Experience 11 / 23 / 09
When a customer asks you a question, do you double-check your assumptions about their intended outcome? So often we take customer inquiries at face value, or simply assume we know what is meant. No matter what your job, you have customers, and clarifying your customers’ intended outcome is smart business. Examining Customer’s Intended Outcomes An [...] Read More…
The Art of Listening, for Customer Experience Improvement 10 / 5 / 09
Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well. Get Over Me-Focused Listening! It’s easy to tell yourself you’re listening when in reality you’re focused on yourself. Whenever [...] Read More…
To Improve Customer Experience, Help Me Help You! 8 / 31 / 09
You’ve heard of garbage-in, garbage out, right? It’s amazing how often work teams put up with substandard inputs “thrown over the fence” from groups they rely on for information or materials to do their work. Faulty inputs lead to imperfect outputs and inconsistent customer experience. Everything that external customers receive is the [...] Read More…
Inventing Great Customer Experiences 7 / 10 / 09
Every person in an organization is needed for customer experience innovation. That’s because customer expectations and competitive offerings are always on the rise. Your processes, policies, skills, and motivations have a lot to do with keeping customers coming back — and even more to do with customers deciding not to come back. Think of [...] Read More…
Building a Customer-Centric Culture 6 / 10 / 09
CLICK HERE FOR INTERNET RADIO VERSION What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. To do this, you need to: (1) Really know the customer in order to anticipate their best interests. (2) Differentiate [...] Read More…
Do The Whole Job for Customer Experience Success 5 / 15 / 09
CLICK HERE FOR PODCAST VERSION (3:40) Whether you’ve got external or internal customers, they expect you to ‘do the whole job’! Show that you care about your customer … after all, if your customer decides he or she no longer needs you, you may be out of a job. Customer Care Beyond Lip-Service It’s easy [...] Read More…
What IS Customer Experience?! 5 / 1 / 09
by Lynn Hunsaker, head of ClearAction (www.clearaction.biz) CLICK HERE FOR PODCAST VERSION (4:50) You probably hear lots of “customer …” phrases that seem interchangeable. In reality, there are big differences in these terms, although they are related. Customer Experience: customer’s journey from realization of a need until the need no longer exists. Customer Satisfaction: customer’s perception of [...] Read More…
Everybody Has a Customer 4 / 22 / 09
CLICK HERE FOR PODCAST VERSION (5:07) Is there any job that doesn’t have a customer? If you work directly with paying customers, you obviously impact customer experience. If you don’t: 1. Eventually, the job you do ripples to those employees who do work directly with customers — don’t drop the baton! 2. Inside your company, the [...] Read More…