Clear Action   Act on clear insights!


Lynn Hunsaker's Bio

Send Email to

Get e-mail updates Email:  
ClearAction Program Setup Skill-Building Consulting About ClearAction
Advocacy Basics | Customer Focus | Customer Value| Articles
   

Customer Focus Concepts

Customer-centered Organizations ...
Customer Centered Organizations "... demand a new culture of collaboration. Employees at every level in every division need to deeply understand customer needs to make the client experience streamlined and satisfying."
- Booz Allen Hamilton

Customer Experience Management (CEM)...

  • Comprehensive view of customers
  • Removal of barriers to customers'
    appreciation of the brand
  • Refinement of external aspects
    of the total customer experience
  • Fine-tuning of internal enablers of the total customer experience
  • Optimizing customer interaction with all channels.

    See relationships between CEM, CRM, experiential marketing, online communities, advisory boards, etc.

    Total Customer Experience ...
    ... is the customer's perception across all aspects of acquring and using a product/service as a bundle of values that satisfy functional, social, psychological, and other wants and needs.

    Internal Branding ...
    ... aligns employee commitment with the company's brand promise.
    "Brand aligned companies [experience] increased efficiency and faster decision making among employees who know exactly what the brand promises to the customer and what their role is in delivering that promise."
    - Jack Morton Worldwide

    Opportunities for sustained growth ...

    • Why Customers Leave

    "When marketing sets unrealistic expectations, customer loyalty is damaged by 30-50% because customers feel mis-led."
    TARP: Fix Marketing (PDF, 109 kb)

    "Customers tell twice as many people about a bad experience than about a good experience. Each new customer is 5 to 7 times more costly than an existing customer!"
    TARP: Basic Facts (PDF, 60 kb)

     

    Put knowledge into action with

    Home | Interaction Training | Loyalty Training | Consulting | About
    Copyright © 2007 ClearAction. © 2005 Nilou Art Studio. All Rights Reserved | Design by: www.W3-studio.com