For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-optimization-enabling-customers-to-love-you-125744521 Enticing customers to become fans is quite different from *enabling* their devotion. How L-O-V-E can optimize customer experience to grow both revenue and profit naturally. See https://ClearAction.com

1. www.ClearActionCX.com
Customer Experience Optimization
Enabling Customers to Love You!

2. Happy
New Year!

3. Respect
Reward
Renewal

4. Are customers
among your
loved ones?

5. Renewals
Extensions
Referrals
New customers
Testimonials
Likes, Shares, ...
Your Wish List

6. Look at everything through your loved one’s eyes
Obsess over your loved one’s intended outcomes
Value your loved ones in all you do
Eradicate hassles to enable reciprocated love
What works in personal relationships
is what works in customer relationships

7. Every customer input is a gift
$146M $18M
Innovations
based on
customers’ ideas
Innovations
based on
internal ideas
= 800%
advantage
MIT Study of revenue from 1193 successful innovations across 9 industries over 5-year period: 40% of innovations were internal-idea-based
For every customer who gives negative feedback,
there are 26 others with the same view

8. Anticipate & prevent hassles
Look for patterns in customer pain
Solve issues at their root, to prevent recurrence
Use keys #1, 2, and 3 (L-O-V) to anticipate pains & joys
Differentiation that is really
hard to copy

9. Loved ones at home
Loved ones in business
When I do eradicate hassles:When I do not eradicate hassles:
When I do eradicate hassles:When I do not eradicate hassles:

10. ClearActionCX.com
See the whole presentation in ClearAction Insiders!
© Copyright ClearAction LLC. All rights reserved.

11. ClearActionCX.com
If You Like These Concepts, Get the Book!
© Copyright ClearAction LLC. All rights reserved.
>30 Tools &
Techniques
Step-by-Step
Guidelines

12. 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.
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13. OptimizeCX@ClearActionCX.com
tel +1 408 687 9700
Lynn Hunsaker
ClearAction
company/clearaction-llc
+ClearActionCXO
CustomerExperienceOptimization