Please give us a 'highly satisfied' rating!?!  Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings? The answer to the second question exposes the company’s culture and customer experience management motives — whether they are striving to be customer centric (eager to know and act on what customers really think), or happy to be self centric (eager for positive publicity). The answer to the first question reveals weaknesses in the company’s performance management strategy — either imbalanced scorecards or poor training of employees. From the blog Customer Experience Optimization: at http://clearaction.biz/blog (3:51).

Customer Satisfaction Bonus Traps

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).

Customer Satisfaction Bonus Traps

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