Invisible Innovation: Process Improvement for Customer Experience

Lynn Hunsaker, Head of ClearAction
Customer experience management exacts a balance of substance and sizzle. Over-focus on delighting customers and escalating customer issues tends to create process inconsistencies, with high costs and temporary gains. Learn how companies successfully improved and innovated business processes for long-lasting customer experience benefits.
Mar 3 2010
32 mins
Invisible Innovation: Process Improvement for Customer Experience
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  • Invisible Innovation: Process Improvement for Customer Experience Recorded: Mar 3 2010 32 mins
    Customer experience management exacts a balance of substance and sizzle. Over-focus on delighting customers and escalating customer issues tends to create process inconsistencies, with high costs and temporary gains. Learn how companies successfully improved and innovated business processes for long-lasting customer experience benefits.
  • Change Management: Strategy Execution & Ongoing Results Recorded: Oct 5 2009 21 mins
    All good ideas have their limits in implementation, unless you manage barriers and incentives among your stakeholders. For customer programs, lack of cooperation across organizations is a momentum inhibitor for more than half of businesses, according to Forrester Research's February 2009 report, Obstacles to Customer Experience Success. Find out how to use change management tools to build buy-in, enthusiasm, and breakthrough results.
  • Customer-Centric Culture: Engagement of Employees & Customers Recorded: Sep 5 2009 29 mins
    True customer focus is elusive, as internal realities often overshadow customer considerations in day-to-day decisions and behaviors. To get beyond lip-service a major shift in organizational culture is necessary. Learn how to channel leadership and employee engagement to intersect with expectations and long-term well-being of customers.
  • Customer Experience Innovation: Examples of Great Successes Recorded: Jul 31 2009 15 mins
    Improving customer experience is of course the intent of most innovations -- some companies have gotten it right, and others, not yet. Learn from the masters of innovation on customer experience dimensions: what works best for the circumstances, how to keep customer-focused creativity rolling.
  • Innovating the Superior Customer Experience Recorded: Jun 24 2009 26 mins
    In today's highly competitive global business environment, creating long-lasting differentiation is an elusive goal. Customers in the information age are savvy, discerning and demanding of solutions that address their full spectrum of needs. A key to cracking the code for superior market positioning is innovation of the customer experience. High-growth brands have made customer experience innovation a way of life. Find out how to grow long-lasting business results by innovating your customers' experience.
    *Learn how to innovate customer experiences
    *Look at your products and services with a new perspective
    *Include customer challenges surrounding your offerings in your innovation endeavors
    *Build more profitable customer relationships
    *Beat your competition in ways that are hard for them to copy
    *Enjoy higher share-of-wallet and organic word-of-mouth for higher share-of-market.
    Sign-up for ClearAction newsletter! http://eepurl.com/bf16
  • Interaction Bridges for Employee Engagement Recorded: May 12 2009 14 mins
    Cross-functional cooperation for customer experience improvement, or for keeping customer commitments, can be challenging due to inherent style differences in perspectives and communication. Interaction Bridges is a valuable skill for on-the-fly bridging of gaps in fast-paced environments. See more information at www.ClearAction.biz/bridges. Sign-up for ClearAction newsletter! http://eepurl.com/bf16
  • Improve Customer Experience on a Tight Budget Recorded: Mar 31 2009 14 mins
    Great strides in customer experience improvement are possible with minimal out-of-pocket investment. Most companies have a wealth of untapped resources within. Proven winners both during and after a down cycle are those that embrace a slowdown as an opportunity to strengthen innovation and business processes. This strengthening better aligns offerings and ways-of-doing-business in ways that matter to customers and are hard for competitors to copy. Reap business performance rewards now and well into the future. * Sign-up for ClearAction newsletter! http://eepurl.com/bf16 *
  • Measure the Right Things the Right Way Recorded: Jan 20 2009 12 mins
    Goals can easily be derailed by tracking the wrong metrics. Stay on track for high ROI by making sure your key performance indicators (KPI) are linked to the big picture, actionable, predictive and sustainable. These tips motivate improvements in customer experience as well as ANY business or personal objectives. * Sign-up for ClearAction newsletter! http://eepurl.com/bf16 *
How to improve customer experience with long-lasting benefits for all!
Tips for customer focus and profitability, preventing customer hassles, high ROI on customer data, earning positive word of mouth, and building customer loyalty.
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  • Title: Invisible Innovation: Process Improvement for Customer Experience
  • Live at: Mar 3 2010 11:30 pm
  • Presented by: Lynn Hunsaker, Head of ClearAction
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