Invisible Innovation: Process Improvement for Customer ExperienceLynn Hunsaker, Head of ClearActionCustomer 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.Read more >
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.
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.
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.
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.
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.
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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
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 *
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 *