See also Customer Experience Management webcast version. 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 company culture is necessary.  Learn how to channel leadership and employee engagement to intersect with expectations and long-term well-being of customers. See blog at Customer Experience Optimization. (25:18)

Building a Customer-Centric Culture: Engaging Employees & Customers

ClearAction is a customer experience consulting firm specializing in mentoring executives for customer-focused innovation, business process improvement and customer relationship skill development. ClearAction emphasizes customer hassle prevention for greater results in customer retention and profitability. See www.ClearAction.biz

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Management

For senior executives the traditional balanced scorecard provides insights for steering the corporation or initiative in the right direction. However, these high level metrics may appear out of reach for most employees. Hear practical methods for engaging employees in balanced scorecards. From the blog  Customer Experience Optimization: Delivering Your Brand Promise. (5:36)   Mevio  {Mevio-df44d696b0fbde8457e21482896839fa}

Employee Engagement in Balanced Scorecards

Open your mind to new ideas for improving customer experience. It's a fast-paced highly competitive world, so continual improvement -- and occasional breakthroughs -- are imperatives for consistently delivering superior customer experience. From the blog  Customer Experience Optimization: (4:10)

Creativity for Customer Experience Improvement

'Customer-focus is important for certain job roles, but for other roles, we rely on our own wisdom.’ This is poisonous thinking when some parts of your company are excused from customer-focus. From the blog  Customer Experience Optimization: (2:47)

Improve Customer Experience by Eliminating Customer Focus Boundaries

Examples of customer engagement using Twitter, wikis, online communities, social network sites, and customer testimonials on flip phones. Examples from Comcast, Microsoft, Blackbaud, 3PAR, Intuit, Fox, Dell. From the blog Customer Experience Optimization: and the webcast Customer Retention Strategies (18:37).

Strengthen Customer Relationship Through Customer Engagement

Over-focus on customer acquisition teaches customers to switch brands.  For example, the brand switching rate, called customer churn, is 40% for the mobile phone industry, compared to a 7% customer churn rate for the insurance and financial services industries. Some good advice is to quit training your customers to switch – get off the churn bandwagon. Example from Orange / France Telecom. From the blog Customer Experience Optimization: at http://customerexperience.vox.com (3:06).

Building a Customer-Centric Culture: Engaging Employees & Customers

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