Employee Engagement in Customer Experience
Cross-organizational passion is essential for effective customer experience management.Your opportunity: while 56% of managers think they are customer-centric, only 12% of their customers agree. Help everyone manage their personal impact on customer experience. All of ClearAction's consulting is customized to your specific needs — here are some examples:
Internal Branding
Live your brand promise enterprise-wide. Ensure everyone has a thorough understanding of the customer's world, and personally manages their impact on customer experience.
Internal Customer Satisfaction
Boost morale by improve hand-offs between departments. Increase awareness of the needs and perceptions of recipients of deliverables, within the context of external customers's needs.
Stakeholder Engagement
Build sustainable cooperation across organizations, use systems thinking to manage change proactively, and nurture customer-centricity in your culture.
Customer-Focus Incentive Strategies
Focus behavior on desired customer outcomes: link compensation with the right leading indicators to prevent silo-focus, cooking the books, or coaching customer responses.
Self-Reporting Team Recognition
Ignite energetic focus, stakeholder buy-in and breakthrough results: give teams tools to track their progress and submit their own achievements in recognition contests.
Engagement Motivator Discovery
Invigorate employee engagement: identify your personnel's motivators uniquely connected to your organization's customer experience initiatives.
Individual Perception Discovery
Build trust and manage expectations among everyone who receives deliverables from an individual. Employees can be more effective when they realize how they come across to others.
5-Minute Webcasts & Podcasts
Bring targeted groups up-to-speed in customer strategy or skills. Keep your messaging fun and succinct, drawing on our extensive library. Voice-overs by your executives or embed internal content. Extendable to recorded or live 30-minute or 60-minute webcasts, as well as in-person or online interactive workshops.
Ways We Can Help
- Plant seeds for customer focus in communications
- Weave customer focus into rituals
- Guide sensitization to impact on customer experience
- Nest internal and external perceptions
- Identify value adders and detractors
- Implement ongoing internal listening and continual improvement
- Train holistic decision-making
- Teach change management techniques
- Guide executive sponsorship
- Build skills for bridging interaction gaps & achieving commitments
- Assess incentive formula
- Assist pilot & change management
- Develop incentives roadmap
- Deploy real-time integrated metrics dashboard
- Create iniatives-based award criteria
- Deploy self-reporting software for Intranet
- Train judges & program coordinator
- Coach on best practice for promotion, rewards & implementation
- 10-minute online questionnaire
- Manage roadblocks with employee-specific reports & discussion points
- Balance intrinsic & extrinsic rewards
- Map rewards to change management
- 30-minute online self-survey, correlated with extensive database for 360-view
- Certified individual reports interpretation & action plans
- Coaching on trust-building, expectations management & satisfaction
- Coaching of program managers and sponsors to increase capability
- Change management guidance
- Expand your colleagues' CEM skills
- Build customer relationship and creativity skills among all functional areas
- Align internal customer experience management with external CEM
- Enable organization-wide CEM ownership and improvement
Employee Engagement Services
Explore ClearAction's consulting services:
eHandbook
Learn more about customer experience momentum:
Webcast
A summary of what it takes to be customer-centric:
"ClearAction provides a palette of practical, scalable approaches to effectively address each component of the customer experience."
- D. Wright, VP-Service Excellence, Washington Mutual
"The cross-functional collaboration necessary to successfully manage the customer experience requires big picture, systems thinking. ClearAction brings very practical, well-thought out approaches to get the internal cooperation needed. ClearAction's real-world experience in process improvement is obvious."
- L. Sharp, CEO Religence and author of Customer Relationship Intelligence: A Breakthrough Way to Measure and Manage Sales and Marketing
- D. Wright, VP-Service Excellence, Washington Mutual
"The cross-functional collaboration necessary to successfully manage the customer experience requires big picture, systems thinking. ClearAction brings very practical, well-thought out approaches to get the internal cooperation needed. ClearAction's real-world experience in process improvement is obvious."
- L. Sharp, CEO Religence and author of Customer Relationship Intelligence: A Breakthrough Way to Measure and Manage Sales and Marketing
Complimentary self-audit of 6 customer-centricity essentials:
Get a free 11-page CustomerImpact detailed report to see where your company stands, and what next-steps to take, on the journey to true customer-centricity.
Get a free 11-page CustomerImpact detailed report to see where your company stands, and what next-steps to take, on the journey to true customer-centricity.
Complimentary worksheet: How customer-centric is your company?
(specify "Centric" in Specific Request box on Get ClearAction Advice form)
(specify "Centric" in Specific Request box on Get ClearAction Advice form)