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)

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 <a href="http://www.blogtalkradio.com/cusotmerexperience" rel="nofollow" target="_blank">Customer Experience Radio Show</a>, <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>:, and <a href="http://customer.ology.com" rel="nofollow" target="_blank">Customer.ology.com</a>. (13:54)

10 Tips for Customer Experience Innovation

How to build brand equity by managing the customer experience value chain. From the blog Customer Experience Optimization: (3:32) - Sign-up for ClearAction Newsletter.

How to build brand equity by managing the <a href="http://www.clearaction.biz/customer-engagement.html" rel="nofollow" target="_blank">customer experience</a> value chain. From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (3:32) - Sign-up for ClearAction <a href="http://eepurl.com/bf16" rel="nofollow" target="_blank">Newsletter</a>.

Customer Experience Management Improves Brand Value

How an online retailer improved Customer Experience Optimization: revenue and profit by analyzing bottom-box survey responses. From guest blogger Michele Goetz at the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:00) - Sign-up for ClearAction Newsletter.

How an online retailer improved <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: revenue and profit by analyzing bottom-box survey responses. From guest blogger Michele Goetz at the blog Customer Experience Optimization: Delivering Your Brand Promise at <a href="http://clearaction.biz/blog" rel="nofollow" target="_blank">http://clearaction.biz/blog</a>. (4:00) - Sign-up for ClearAction <a href="http://eepurl.com/bf16" rel="nofollow" target="_blank">Newsletter</a>.

Customer Survey Metrics:  Are They Really Satisfied?

See also Customer Experience Innovation webcast version. Customers in the information age are savvy, discerning and demanding of solutions that address their full spectrum of needs. A key to cracking the code for superior market positioning is innovation of the customer experience. Beat your competition in ways that are hard for them to copy. See blog at Customer Experience Optimization: (24:09)

See also <a href="http://www.clearaction.biz/innovation_webcast.html" rel="nofollow" target="_blank">Customer Experience Innovation</a> webcast version. Customers in the information age are savvy, discerning and demanding of solutions that address their full spectrum of needs. A key to cracking the code for superior market positioning is innovation of the <a href="http://www.clearaction.biz/index.html" rel="nofollow" target="_blank">customer experience</a>. Beat your competition in ways that are hard for them to copy. See blog at <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (24:09)

Innovating the Superior Customer Experience

Beyond customer surveys and rhetoric, an organization has to do things uniquely to lead its industry peers in superior customer experience.  Examples from IBM, Toyota, Intuit, JetBlue, Enterprise. From the blog Customer Experience Optimization: (3:48).

Beyond customer surveys and rhetoric, an organization has to do things uniquely to lead its industry peers in superior customer experience.  Examples from IBM, Toyota, Intuit, JetBlue, Enterprise. From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (3:48).

Customer Experience Management by Walking the Talk

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)

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  <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (4:10)

Creativity for Customer Experience Improvement

How to deliver 'wow' customer service by being 'w'illing to check for understanding -- on your part and on the customer's part.  From the blog Customer Experience Optimization: (3:31)

How to deliver 'wow' <a href="http://www.clearaction.biz/skill-building.html" rel="nofollow" target="_blank">customer service</a> by being 'w'illing to check for understanding -- on your part and on the customer's part.  From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (3:31)

Customer Service: 'Wow' Versus 'Ow'

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.

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 <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (3:14) - Sign-up for ClearAction <a href="http://eepurl.com/bf16" rel="nofollow" target="_blank">Newsletter</a>.

Measure Customer Value the Customer's Way

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).

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 <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: and the webcast <a href="http://clearaction.biz/customer-retention_webcast.htm" rel="nofollow" target="_blank">Customer Retention Strategies</a> (18:37).

Strengthen Customer Relationship Through Customer Engagement

'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)

'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  <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (2:47)

Improve Customer Experience by Eliminating Customer Focus Boundaries

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

Helpful insights on expanding innovation horizons to include customer experience before-and-after product-use per se.

Customer experience viewpoint expands innovation options

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 <a href="http://www.ClearAction.biz" rel="nofollow" target="_blank">www.ClearAction.biz</a>

Improving Customer Experience

Customer Centricity by Discerning Satisfaction Outcomes vs Enablers. What’s the difference between the way customers volunteer feedback versus the way they’re requested to give feedback? One revolves around outcomes in the customer’s world, whereas the other revolves around customer satisfaction enablers in the company’s world. True customer-centricity requires primary focus and decision motivations be centered on the customer’s world, rather than the company’s. From the blog Customer Experience Optimization: at http://clearaction.biz/blog (7:06).

Customer Centricity by Discerning Satisfaction Outcomes vs Enablers. What’s the difference between the way customers volunteer feedback versus the way they’re requested to give feedback? One revolves around outcomes in the customer’s world, whereas the other revolves around customer satisfaction enablers in the company’s world. True customer-centricity requires primary focus and decision motivations be centered on the customer’s world, rather than the company’s. From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: at <a href="http://clearaction.biz/blog" rel="nofollow" target="_blank">http://clearaction.biz/blog</a> (7:06).

Why Satisfaction Surveys Aren't Customer Centric

It’s popular to tout customer-centricity, yet it’s very difficult to consistently demonstrate. The word centric means having a specific thing as the focus of attention and efforts. Customer-centric means that concerns other than the customer’s well-being are in the background while the customer stays in the foreground. That may seem simple enough, yet reality proves the elusiveness of customer-centricity. From the blog Customer Experience Optimization: (5:00).

It’s popular to tout customer-centricity, yet it’s very difficult to consistently demonstrate. The word centric means having a specific thing as the focus of attention and efforts. Customer-centric means that concerns other than the customer’s well-being are in the background while the customer stays in the foreground. That may seem simple enough, yet reality proves the elusiveness of customer-centricity. From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (5:00).

4 Customer Centric Culture Building Blocks

What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. To do this, you need to: 1) Really know the customer in order to anticipate their best interests. 2) Differentiate between primary and secondary motives. How Marketing and Customer Reference Managers can help build customer-centricity enterprise-wide. From the blog Customer Experience Optimization: at http://customer.ology.com (3:48).

What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. To do this, you need to: 1) Really know the customer in order to anticipate their best interests. 2) Differentiate between primary and secondary motives. How Marketing and Customer Reference Managers can help build customer-centricity enterprise-wide. From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: at <a href="http://customer.ology.com" rel="nofollow" target="_blank">http://customer.ology.com</a> (3:48).

Building a Customer-Centric Culture

You probably want to feel great more often! How can that happen? It’s up to you as a supplier to create excellent customer experiences that result in enthusiastic positive word-of-mouth and great business results. It’s up to you in all the decisions you make. Featuring the book I Love You MORE THAN My Dog: 5 Decisions That Drive Extreme Customer Loyalty in Good Times &amp; Bad, by Jeanne Bliss. From the blog Customer Experience Optimization: at http://customer.ology.com (4:38).

You probably want to feel great more often! How can that happen? It’s up to you as a supplier to create excellent customer experiences that result in enthusiastic positive word-of-mouth and great business results. It’s up to you in all the decisions you make. Featuring the book I Love You MORE THAN My Dog: 5 Decisions That Drive Extreme Customer Loyalty in Good Times &amp; Bad, by Jeanne Bliss. From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: at <a href="http://customer.ology.com" rel="nofollow" target="_blank">http://customer.ology.com</a> (4:38).

Customer Experience is Decided by You

Anytime customers share feedback — whether solicited via survey or unsolicited via complaint or casual comments to front-line employees — it’s important to acknowledge the customers’ view and thank them, with assurance you’re working on solutions. Don’t let them feel like they’re hanging on a cliff waiting for advice they offered to make a difference! Examples from Boeing &amp; Motorola. From the blog Customer Experience Optimization: (2:54).

Anytime customers share feedback — whether solicited via survey or unsolicited via complaint or casual comments to front-line employees — it’s important to acknowledge the customers’ view and thank them, with assurance you’re working on solutions. Don’t let them feel like they’re hanging on a cliff waiting for advice they offered to make a difference! Examples from Boeing &amp; Motorola. From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (2:54).

Customer Survey Action Plans & Feedback to Customers

Do you want to gain an in-depth understanding of customer experience?  More information can be obtained from five customers than from 50 focus groups, according to Larry Huston, former Vice President of Knowledge and Innovation at Procter &amp; Gamble: "Map a holistic experience and spend 12 hours with one consumer over a one-month period instead of running 50 focus groups where you have eight minutes with an individual consumer." From the blog Customer Experience Optimization: (2:31).

Do you want to gain an in-depth understanding of customer experience?  More information can be obtained from five customers than from 50 focus groups, according to Larry Huston, former Vice President of Knowledge and Innovation at Procter &amp; Gamble: "Map a holistic experience and spend 12 hours with one consumer over a one-month period instead of running 50 focus groups where you have eight minutes with an individual consumer." From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (2:31).

Customer Experience is Well-Defined by Metaphors

For holistic customer experience management, the challenge is horizontal alignment to deliver intentional customer experiences. Keys to horizontal alignment, and what it takes to energize your customer experience strategy as a long-term journey enterprise-wide. Examples from Symantec. From the blog Customer Experience Optimization: at http://clearaction.biz/blog (8:04).

For holistic customer experience management, the challenge is horizontal alignment to deliver intentional customer experiences. Keys to horizontal alignment, and what it takes to energize your customer experience strategy as a long-term journey enterprise-wide. Examples from Symantec. From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: at <a href="http://clearaction.biz/blog" rel="nofollow" target="_blank">http://clearaction.biz/blog</a> (8:04).

Energize Your Customer Experience Strategy

Traditionally, Marketing takes the organization’s message to the customer base, but now equally important is Marketing’s potential to take the customer base’s message back to the organization.Marketing sets up the value proposition that the brand represents, but ultimately customers define what brand truly means to them. The way we actually deliver the value proposition is more relevant than what we tell customers. Examples from Aon Corporation. From the blog Customer Experience Optimization: (4:00).

Traditionally, Marketing takes the organization’s message to the customer base, but now equally important is Marketing’s potential to take the customer base’s message back to the organization.<br/>Marketing sets up the value proposition that the brand represents, but ultimately customers define what brand truly means to them. The way we actually deliver the value proposition is more relevant than what we tell customers. Examples from Aon Corporation. From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (4:00).

Marketing Wins Strategic Clout by Driving Customer Experience Management

Curiosity is the key to great listening skills that improve customer experience.  When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well. 5 tips for customer-focused listening skills. From the blog Customer Experience Optimization: at http://customer.ology.com (3:26).

Curiosity is the key to great listening skills that improve customer experience.  When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well. 5 tips for customer-focused listening skills. From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: at <a href="http://customer.ology.com" rel="nofollow" target="_blank">http://customer.ology.com</a> (3:26).

The Art of Listening, for Customer Experience Improvement

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)

See also <a href="http://www.clearaction.biz/customer-culture_webcast.html" rel="nofollow" target="_blank">Customer Experience Management</a> 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 <a href="http://www.clearaction.biz/employee-engagement.html" rel="nofollow" target="_blank">employee engagement</a> to intersect with expectations and long-term well-being of customers. See blog at <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>. (25:18)

Building a Customer-Centric Culture: Engaging Employees & Customers

2 essential tips for keeping any initiative on track: #1 Connected, #2 Actionable. From the blog Customer Experience Optimization: (3:55) - Sign-up for ClearAction Newsletter.

2 essential tips for keeping any initiative on track: #1 Connected, #2 Actionable. From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (3:55) - Sign-up for ClearAction <a href="http://eepurl.com/bf16" rel="nofollow" target="_blank">Newsletter</a>.

Customer Experience Metrics Tips: Part 1

Why do difficult situations occur with customers? Learn the 2 root causes and 4 proven steps to becoming skilled in handling difficult customer situations and having more fun in your job. From the blog ICustomer Experience Optimization: (5:07) - Sign-up for ClearAction Newsletter.

Why do difficult situations occur with customers? Learn the 2 root causes and 4 proven steps to becoming skilled in handling difficult customer situations and having more fun in your job. From the blog I<a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (5:07) - Sign-up for ClearAction <a href="http://eepurl.com/bf16" rel="nofollow" target="_blank">Newsletter</a>.

4 Tips for Dealing With Difficult Customers

How to make sure your customers are getting as much as they're giving as participants in your customer experience programs. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:13) - Sign-up for ClearAction Customer Experience Optimization:

How to make sure your customers are getting as much as they're giving as participants in your <a href="http://www.clearaction.biz/customer-experience.html" rel="nofollow" target="_blank">customer experience</a> programs. From the blog Customer Experience Optimization: Delivering Your Brand Promise at <a href="http://clearaction.biz/blog" rel="nofollow" target="_blank">http://clearaction.biz/blog</a>. (3:13) - Sign-up for ClearAction <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>:

Customer Experience Management Balances Giving & Getting

Announcing a 2-day course on how to optimize customer experience. From the blog Customer Experience Optimization: (5:24)

Announcing a 2-day course on how to optimize <a href="http://www.clearaction.biz/program-setup.html" rel="nofollow" target="_blank">customer experience</a>. From the blog <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: (5:24)

Customer Experience Optimization Course Helps Firms Retain Customers in Slow Economy

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}

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  <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: Delivering Your Brand Promise. (5:36)  <a href="http://www.mevio.com/" rel="nofollow" target="_blank"> Mevio </a> {Mevio-df44d696b0fbde8457e21482896839fa}

Employee Engagement in Balanced Scorecards

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).

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 <a href="http://clearactioncx.com/blog/" rel="nofollow" target="_blank">Customer Experience Optimization</a>: at <a href="http://customerexperience.vox.com" rel="nofollow" target="_blank">http://customerexperience.vox.com</a> (3:06).

Improve Customer Experience by Reaching Out to At-Risk Customers

The best podcast episodes about true crime. For any thrill seeking podcast listeners who just can't get enough of the captivating stories of murderers and criminals. This topic has all the best episodes from many different true crime podcasts.  Add episodes you're interested into your queue below!

Best True Crime Podcasts

The best podcasts on investing. For anyone interested in the stories in the investing industry, whether it's an interview with Ray Dalio or Ed Thorp to the writer of The Big Short. This topic includes the most fascinating stories from all the best investors. Add episodes you're interested into your queue below!