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5 Keys to Employee Engagement in Customer Experience

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For an updated version of this presentation: https://www.slideshare.net/clearaction/5-keys-to-employee-engagement-in-customer-experience-125749747 How to improve customer experience by engaging employees cross-organizationally to resolve chronic customer experience challenges. See https://ClearAction.com

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www.ClearActionCX.com 5 Keys to Employee Engagement In Customer Experience Management
Trust ---------------- Price Unique ---------------- Commodity Customer Experience is Critical to Strategy Differentiation Best Average Laggard Customer Retention 15% 1% 0% Customer Satisfaction 19% 8% 3% Profitability 8% 6% -8% Growth © Copyright ClearAction LLC. All rights reserved.
Cross-Channel Cross-Functional Metrics 360-View Incentives Broken Links Business Results Behaviors Survey Results Data Actions What’s Promised What’s Delivered © Copyright ClearAction LLC. All rights reserved. Lack of Cooperation Inhibits Customer Experience Management
5 Keys to Cooperation in Customer Experience Management 1. Systems Thinking 2. Change Management 3. Internal Branding 4. Continual Improvement Practices 5. Sustaining the Momentum © Copyright ClearAction LLC. All rights reserved.
1. Systems Thinking for Cooperation & Big Results Holistic View • Analogies • Connectivity • Framing • Patterns • Perspective • Structure LIKE … © Copyright ClearAction LLC. All rights reserved.
ClearActionCX.com See the whole presentation in ClearAction Insiders! © Copyright ClearAction LLC. All rights reserved.
ClearActionCX.com If You Like These Concepts, Get the Book! 5 Keys Explained >20 Tools & Techniques Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
ClearAction Consulting Clients “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas. We highly recommend ClearAction as a business consultant.” © Copyright ClearAction LLC. All rights reserved. Partial List Send us a note: OptimizeCX@ClearActionCX.com
OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization

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5 Keys to Employee Engagement in Customer Experience

  • 1. www.ClearActionCX.com 5 Keys to Employee Engagement In Customer Experience Management
  • 2. Trust ---------------- Price Unique ---------------- Commodity Customer Experience is Critical to Strategy Differentiation Best Average Laggard Customer Retention 15% 1% 0% Customer Satisfaction 19% 8% 3% Profitability 8% 6% -8% Growth © Copyright ClearAction LLC. All rights reserved.
  • 3. Cross-Channel Cross-Functional Metrics 360-View Incentives Broken Links Business Results Behaviors Survey Results Data Actions What’s Promised What’s Delivered © Copyright ClearAction LLC. All rights reserved. Lack of Cooperation Inhibits Customer Experience Management
  • 4. 5 Keys to Cooperation in Customer Experience Management 1. Systems Thinking 2. Change Management 3. Internal Branding 4. Continual Improvement Practices 5. Sustaining the Momentum © Copyright ClearAction LLC. All rights reserved.
  • 5. 1. Systems Thinking for Cooperation & Big Results Holistic View • Analogies • Connectivity • Framing • Patterns • Perspective • Structure LIKE … © Copyright ClearAction LLC. All rights reserved.
  • 6. ClearActionCX.com See the whole presentation in ClearAction Insiders! © Copyright ClearAction LLC. All rights reserved.
  • 7. ClearActionCX.com If You Like These Concepts, Get the Book! 5 Keys Explained >20 Tools & Techniques Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
  • 8. ClearAction Consulting Clients “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas. We highly recommend ClearAction as a business consultant.” © Copyright ClearAction LLC. All rights reserved. Partial List Send us a note: OptimizeCX@ClearActionCX.com
  • 9. OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization