Any innovation needs to be a winner in customer experience, or it will be short-lived. Here are 10 essential steps to hitting the mark. See Customer Experience Radio Show, Customer Experience Optimization:, and Customer.ology.com. (13:54)

Interview with Anu Ranganath, Cisco Systems Global Customer Engagement Program Manager for Quality Initiatives. Definitions and examples of Customer Experience, Brand Promise, Customer Touchpoints and Loyalty Value. From www.blogtalkradio.com/customerexperience. Related information at Customer Experience Optimization: Sign-up for ClearAction newsletter. (12:59)

Trust is the foundation for long-term productive customer relationships. Customer involvement is essential, yet prevention of customer hassles is even more important. See presentation slides at http://www.slideshare.net/clearaction, and blog at Customer Experience Optimization: Customer Experience Optimization for related resources. (18:37)

Why is it that only 12% of customers judge specific leading suppliers as extremely customer-centric? Internal branding is a multi-faceted cultural journey guiding everyone company-wide in managing their personal impact on customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise http://clearaction.biz/blog. (4:09)

Whether you’ve got external or internal customers, they expect you to ‘do the whole job’! Do the whole job and you’ll enjoy more secure customer relationships. You’ll benefit not only in the short-run, but also in the long-run as you build customer equity, lifetime value and reliable profit streams. From the blog Customer Experience Optimization: (3:40)

You probably hear lots of “customer …” phrases that seem interchangeable. In reality, there are big differences in these terms, although they are related. Includes in-depth definition of CEM - customer experience management. From the blog Improve Customer Experience http://customer.ology.com. (4:51)

If CEM execution is broken, examine the foundation rather than fill potholes. Gain company-wide cooperation for customer experience strategies. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:48) -- Sign-up for ClearAction Customer Experience Optimization:

"What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does." (Quote from Dr. W. Edwards Deming). From the blog Customer Experience Optimization: (2:56)-- Sign-up for ClearAction Newsletter.

Customers automatically use 50 or more metrics for any customer experience. We may be re-inventing the wheel as we strive to come up with customer metrics that spell success. From the blog Customer Experience Optimization: (3:14) - Sign-up for ClearAction Newsletter.

2 essential tips for keeping any initiative on track: #3 Predictive, #4 Sustained. From the blog Customer Experience Optimization: (4:54) - Sign-up for ClearAction Newsletter.