http://www.odeo.com/channels/2121008-Improving-Customer-Experience clearaction no ClearAction LLC ClearAction LLC ClearAction LLC en-us 40 Sun, 11 Oct 2009 22:42:02 -0700 Sun, 11 Oct 2009 22:42:02 -0700 performance, management, customer, experience, relationship, satisfaction, loyalty, metrics, ROI, rétention Marketing performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/25271158-Building-a-Customer-Centric-Culture-Engaging-Employees-Customers 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 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 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) tag:odeo.com,2009-10-11,25271158 Sun, 11 Oct 2009 22:42:02 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/25242375-Innovating-the-Superior-Customer-Experience 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 slide presentation at Customer Experience Innovation. (24:09) 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 slide presentation at Customer Experience Innovation. (24:09) 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 slide presentation at Customer Experience Innovation. (24:09) tag:odeo.com,2009-10-06,25242375 Tue, 06 Oct 2009 08:34:30 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24897455-10-Tips-for-Customer-Experience-Innovation 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, New Rules of the Game for Innovation, 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 Customer Experience Radio Show, New Rules of the Game for Innovation, 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 Customer Experience Radio Show, New Rules of the Game for Innovation, and Customer.ology.com. (13:54) tag:odeo.com,2009-07-31,24897455 Fri, 31 Jul 2009 05:46:11 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24715533-Proactive-Customer-Experience-Cisco-s-Anu-Ranganath 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 blog. Sign-up for ClearAction newsletter. 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 blog. Sign-up for ClearAction newsletter. 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 blog. Sign-up for ClearAction newsletter. tag:odeo.com,2009-06-16,24715533 Tue, 16 Jun 2009 14:34:04 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24659717-Customer-Retention-Begins-With-Trust Trust is the foundation for long-term productive customer relationships. Customer involvement is essential, yet prevention of customer hassles is even more important. See http://www.slideshare.net/clearaction for presentation slides, and Customer Experience Optimization blog for related resources. Trust is the foundation for long-term productive customer relationships. Customer involvement is essential, yet prevention of customer hassles is even more important. See http://www.slideshare.net/clearaction for presentation slides, and Customer Experience Optimization blog for related resources. Trust is the foundation for long-term productive customer relationships. Customer involvement is essential, yet prevention of customer hassles is even more important. See http://www.slideshare.net/clearaction for presentation slides, and Customer Experience Optimization blog for related resources. tag:odeo.com,2009-06-06,24659717 Sat, 06 Jun 2009 02:50:36 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24577561-Why-Internal-Branding-is-Central-to-Customer-Experience-Management 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) 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) 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) tag:odeo.com,2009-05-16,24577561 Sat, 16 May 2009 05:11:52 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24569920-Do-the-Whole-Job-for-Customer-Experience-Success 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 Improve Customer Experience http://customer.ology.com. (3:40) 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 Improve Customer Experience http://customer.ology.com. (3:40) 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 Improve Customer Experience http://customer.ology.com. (3:40) tag:odeo.com,2009-05-16,24569920 Sat, 16 May 2009 05:06:33 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24569921-What-IS-Customer-Experience 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) 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) 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) tag:odeo.com,2009-05-16,24569921 Sat, 16 May 2009 04:58:20 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24524776-5-Keys-to-Employee-Engagement-for-Customer-Experience-Improvement Webcast Version: http://www.brighttalk.com/channels/2107/view. Five vital keys can pay excellent dividends in customer experience improvement momentum through superior employee engagement levels that heighten customer-centricity and prevent customer hassles. In a dynamic business environment, there's no realistic end-point to CEM; customer experience improvement is a way of life. See blog version at Customer Experience Optimization - Delivering Your Brand Promise at http://clearaction.biz/blog. (14:23) Webcast Version: http://www.brighttalk.com/channels/2107/view. Five vital keys can pay excellent dividends in customer experience improvement momentum through superior employee engagement levels that heighten customer-centricity and prevent customer hassles. In a dynamic business environment, there's no realistic end-point to CEM; customer experience improvement is a way of life. See blog version at Customer Experience Optimization - Delivering Your Brand Promise at http://clearaction.biz/blog. (14:23) Webcast Version: http://www.brighttalk.com/channels/2107/view. Five vital keys can pay excellent dividends in customer experience improvement momentum through superior employee engagement levels that heighten customer-centricity and prevent customer hassles. In a dynamic business environment, there's no realistic end-point to CEM; customer experience improvement is a way of life. See blog version at Customer Experience Optimization - Delivering Your Brand Promise at http://clearaction.biz/blog. (14:23) tag:odeo.com,2009-04-30,24524776 Thu, 30 Apr 2009 08:29:50 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/25393547-5-Keys-to-Employee-Engagement-for-Customer-Experience 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 Newsletter. 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 Newsletter. 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 Newsletter. tag:odeo.com,2009-04-23,25393547 Thu, 23 Apr 2009 08:04:19 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24491436-5-Keys-to-Employee-Engagement-for-Customer-Experience 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) 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) 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) tag:odeo.com,2009-04-23,24491436 Thu, 23 Apr 2009 07:04:19 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24490505-Sample-AudioBook-Customer-Experience-Improvement-Momentum Proven methods for building and maintaining momentum for customer experience improvement by engaging employees company-wide. Apply systems thinking, change management and internal branding for significant breakthroughs in customer program results. See ehandbook at http://www.ClearAction.biz/momentum.html. (8:58) Proven methods for building and maintaining momentum for customer experience improvement by engaging employees company-wide. Apply systems thinking, change management and internal branding for significant breakthroughs in customer program results. See ehandbook at http://www.ClearAction.biz/momentum.html. (8:58) Proven methods for building and maintaining momentum for customer experience improvement by engaging employees company-wide. Apply systems thinking, change management and internal branding for significant breakthroughs in customer program results. See ehandbook at http://www.ClearAction.biz/momentum.html. (8:58) tag:odeo.com,2009-04-23,24490505 Thu, 23 Apr 2009 04:14:13 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/25393550-Everybody-Has-a-Customer "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 Improve Customer Experience at http://customer.ology.com. (2:56)-- Sign-up for ClearAction Newsletter. "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 Improve Customer Experience at http://customer.ology.com. (2:56)-- Sign-up for ClearAction Newsletter. "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 Improve Customer Experience at http://customer.ology.com. (2:56)-- Sign-up for ClearAction Newsletter. tag:odeo.com,2009-04-22,25393550 Wed, 22 Apr 2009 19:48:25 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24489537-Everybody-Has-a-Customer "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 Improve Customer Experience at http://customer.ology.com. (2:56) "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 Improve Customer Experience at http://customer.ology.com. (2:56) "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 Improve Customer Experience at http://customer.ology.com. (2:56) tag:odeo.com,2009-04-22,24489537 Wed, 22 Apr 2009 18:48:25 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24488290-Measure-Customer-Value-the-Customer-s-Way 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: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:14) 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: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:14) 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: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:14) tag:odeo.com,2009-04-22,24488290 Wed, 22 Apr 2009 16:23:26 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24488291-Customer-Experience-Metrics-Tips-Part-2 2 essential tips for keeping any initiative on track: #3 Predictive, #4 Sustained. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:54) 2 essential tips for keeping any initiative on track: #3 Predictive, #4 Sustained. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:54) 2 essential tips for keeping any initiative on track: #3 Predictive, #4 Sustained. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:54) tag:odeo.com,2009-04-22,24488291 Wed, 22 Apr 2009 16:18:18 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24488292-Customer-Experience-Metrics-Tips-Part-1 2 essential tips for keeping any initiative on track: #1 Connected, #2 Actionable. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:55) 2 essential tips for keeping any initiative on track: #1 Connected, #2 Actionable. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:55) 2 essential tips for keeping any initiative on track: #1 Connected, #2 Actionable. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:55) tag:odeo.com,2009-04-22,24488292 Wed, 22 Apr 2009 16:08:17 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/25393536-Actions-Speak-Louder-Than-Words Customers know they can't judge a book by its cover. The essence of great customer experience is consistently delivering your brand promise. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:42) - Sign-up for ClearAction Newsletter. Customers know they can't judge a book by its cover. The essence of great customer experience is consistently delivering your brand promise. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:42) - Sign-up for ClearAction Newsletter. Customers know they can't judge a book by its cover. The essence of great customer experience is consistently delivering your brand promise. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:42) - Sign-up for ClearAction Newsletter. tag:odeo.com,2009-03-28,25393536 Sat, 28 Mar 2009 16:07:15 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/25393549-Missing-Systems-Thinking-for-Customer-Experience-Business-Results All of the recent customer experience studies indicate that vital linkages are broken between survey results and business results, views of what customers want, brand promise and what's delivered. What's missing here is systems thinking! From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:30) - Sign-up for ClearAction Newsletter. All of the recent customer experience studies indicate that vital linkages are broken between survey results and business results, views of what customers want, brand promise and what's delivered. What's missing here is systems thinking! From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:30) - Sign-up for ClearAction Newsletter. All of the recent customer experience studies indicate that vital linkages are broken between survey results and business results, views of what customers want, brand promise and what's delivered. What's missing here is systems thinking! From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:30) - Sign-up for ClearAction Newsletter. tag:odeo.com,2009-03-28,25393549 Sat, 28 Mar 2009 16:00:16 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24379025-4-Tips-for-Dealing-With-Difficult-Customers 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 Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:07) 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 Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:07) 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 Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:07) tag:odeo.com,2009-03-28,24379025 Sat, 28 Mar 2009 15:11:17 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24379026-Actions-Speak-Louder-Than-Words Customers know they can't judge a book by its cover. The essence of great customer experience is consistently delivering your brand promise. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:42) Customers know they can't judge a book by its cover. The essence of great customer experience is consistently delivering your brand promise. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:42) Customers know they can't judge a book by its cover. The essence of great customer experience is consistently delivering your brand promise. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:42) tag:odeo.com,2009-03-28,24379026 Sat, 28 Mar 2009 15:07:15 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/24379027-Missing-Systems-Thinking-for-Customer-Experience-Business-Results All of the recent customer experience studies indicate that vital linkages are broken between survey results and business results, views of what customers want, brand promise and what's delivered. What's missing here is systems thinking! From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:30) All of the recent customer experience studies indicate that vital linkages are broken between survey results and business results, views of what customers want, brand promise and what's delivered. What's missing here is systems thinking! From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:30) All of the recent customer experience studies indicate that vital linkages are broken between survey results and business results, views of what customers want, brand promise and what's delivered. What's missing here is systems thinking! From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:30) tag:odeo.com,2009-03-28,24379027 Sat, 28 Mar 2009 15:00:16 -0700 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23878839-Metrics-You-Can-Manage-For-Success How to choose actionable and predictive metrics as leading indicators of your overall objectives. Setup key performance indicators, measurement dashboards, balanced scorecards, and management tools for follow-through and accountability. Track hard-to-quantify goals. Applies to any use of metrics, whether for business, government, education, non-profit, entrepreneurship or personal goals. Improve your ability to predict outcomes, course-correct mid-stream, motivate desired behaviors, and earn needed resources and clout. See http://www.clearaction.biz/metricsbook.html. (46:09) How to choose actionable and predictive metrics as leading indicators of your overall objectives. Setup key performance indicators, measurement dashboards, balanced scorecards, and management tools for follow-through and accountability. Track hard-to-quantify goals. Applies to any use of metrics, whether for business, government, education, non-profit, entrepreneurship or personal goals. Improve your ability to predict outcomes, course-correct mid-stream, motivate desired behaviors, and earn needed resources and clout. See http://www.clearaction.biz/metricsbook.html. (46:09) How to choose actionable and predictive metrics as leading indicators of your overall objectives. Setup key performance indicators, measurement dashboards, balanced scorecards, and management tools for follow-through and accountability. Track hard-to-quantify goals. Applies to any use of metrics, whether for business, government, education, non-profit, entrepreneurship or personal goals. Improve your ability to predict outcomes, course-correct mid-stream, motivate desired behaviors, and earn needed resources and clout. See http://www.clearaction.biz/metricsbook.html. (46:09) tag:odeo.com,2009-01-14,23878839 Wed, 14 Jan 2009 16:57:14 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23871177-Customer-Survey-Metrics-Are-They-Really-Satisfied How an online retailer improved customer experience, 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) Mevio {Mevio-df44d696b0fbde8457e21482896839fa} How an online retailer improved customer experience, 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) Mevio {Mevio-df44d696b0fbde8457e21482896839fa} How an online retailer improved customer experience, 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) Mevio {Mevio-df44d696b0fbde8457e21482896839fa} tag:odeo.com,2009-01-13,23871177 Tue, 13 Jan 2009 10:03:30 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23870024-Customer-Experience-Measurement-Is-Your-Focus-Lagging How to focus your customer experience measurement on leading indicators of success. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:53) How to focus your customer experience measurement on leading indicators of success. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:53) How to focus your customer experience measurement on leading indicators of success. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:53) tag:odeo.com,2009-01-13,23870024 Tue, 13 Jan 2009 08:57:32 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23870025-Customer-Experience-Management-Balances-Giving-Getting 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. (3:32) 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. (3:32) 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. (3:32) tag:odeo.com,2009-01-13,23870025 Tue, 13 Jan 2009 08:36:50 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23870026-Customer-Experience-is-Best-Defined-by-Customers How to align customer programs with customers' definition of the customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:53) How to align customer programs with customers' definition of the customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:53) How to align customer programs with customers' definition of the customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:53) tag:odeo.com,2009-01-13,23870026 Tue, 13 Jan 2009 08:15:41 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23870027-Customer-Satisfaction-Cliffhangers-Close-the-Loop How to close the loop with customers to improve future response rates, and most importantly, improve customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (2:35) How to close the loop with customers to improve future response rates, and most importantly, improve customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (2:35) How to close the loop with customers to improve future response rates, and most importantly, improve customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (2:35) tag:odeo.com,2009-01-13,23870027 Tue, 13 Jan 2009 07:48:57 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23870028-Customer-Experience-Insights-by-Stepping-Into-Your-Customers-Shoes How to get a panoramic customer experience viewpoint. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:37) How to get a panoramic customer experience viewpoint. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:37) How to get a panoramic customer experience viewpoint. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:37) tag:odeo.com,2009-01-13,23870028 Tue, 13 Jan 2009 07:43:18 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847375-Campaign-Treadmill-Versus-Superior-Customer-Experience-Management Keep your customers coming back for more -- organically! Reduce reliance on expensive marketing campaigns in favor of sustained momentum in differentiated customer experiences. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:00) Keep your customers coming back for more -- organically! Reduce reliance on expensive marketing campaigns in favor of sustained momentum in differentiated customer experiences. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:00) Keep your customers coming back for more -- organically! Reduce reliance on expensive marketing campaigns in favor of sustained momentum in differentiated customer experiences. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:00) tag:odeo.com,2009-01-06,23847375 Tue, 06 Jan 2009 10:24:35 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847376-CEM-High-ROI-by-Leveraging-Customer-Data How to get higher return on investment from customer surveys and other customer data, and simultaneously improve customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:49) How to get higher return on investment from customer surveys and other customer data, and simultaneously improve customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:49) How to get higher return on investment from customer surveys and other customer data, and simultaneously improve customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:49) tag:odeo.com,2009-01-06,23847376 Tue, 06 Jan 2009 08:58:10 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847377-Improving-Customer-Experience-by-Overcoming-Ethnocentric-Customercentricity How to keep outside-in focus and customer-centric motives for customer experience improvement. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:26) How to keep outside-in focus and customer-centric motives for customer experience improvement. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:26) How to keep outside-in focus and customer-centric motives for customer experience improvement. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:26) tag:odeo.com,2009-01-06,23847377 Tue, 06 Jan 2009 08:48:58 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847378-Customer-Experience-Management-Improves-Brand-Value How to build brand equity by managing the customer experience value chain. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:41) How to build brand equity by managing the customer experience value chain. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:41) How to build brand equity by managing the customer experience value chain. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:41) tag:odeo.com,2009-01-06,23847378 Tue, 06 Jan 2009 08:44:10 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847379-Innovating-the-Customer-Experience How to differentiate your brand by innovating the full customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:35) How to differentiate your brand by innovating the full customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:35) How to differentiate your brand by innovating the full customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:35) tag:odeo.com,2009-01-06,23847379 Tue, 06 Jan 2009 08:38:11 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847380-Customer-Experience-Metaphors-Offer-Wealth-of-Insights How to access the 80% of customer communication that is nonverbal, and the 95% of customer experience thought, emotion and learning that occur in the unconscious mind. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:11) How to access the 80% of customer communication that is nonverbal, and the 95% of customer experience thought, emotion and learning that occur in the unconscious mind. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:11) How to access the 80% of customer communication that is nonverbal, and the 95% of customer experience thought, emotion and learning that occur in the unconscious mind. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:11) tag:odeo.com,2009-01-05,23847380 Mon, 05 Jan 2009 20:47:16 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847381-Customer-Experience-A-Lucrative-Opportunity-for-Marketers How to expand marketers' clout, and how to measure the only marketing metric that matters: growth of customer lifetime value. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:00) How to expand marketers' clout, and how to measure the only marketing metric that matters: growth of customer lifetime value. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:00) How to expand marketers' clout, and how to measure the only marketing metric that matters: growth of customer lifetime value. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (4:00) tag:odeo.com,2009-01-05,23847381 Mon, 05 Jan 2009 19:21:11 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847382-Customer-Complaints-Love-Those-Lemons-to-Improve-Customer-Experience How to embrace customer complaints and low survey ratings as essential ingredients to improving customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:28) How to embrace customer complaints and low survey ratings as essential ingredients to improving customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:28) How to embrace customer complaints and low survey ratings as essential ingredients to improving customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:28) tag:odeo.com,2009-01-05,23847382 Mon, 05 Jan 2009 17:27:14 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847383-Customer-Experience-Optimization-Course-Helps-Firms-Retain-Customers-in-Slow-Economy Announcing a 2-day course on how to optimize customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:24) Announcing a 2-day course on how to optimize customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:24) Announcing a 2-day course on how to optimize customer experience. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:24) tag:odeo.com,2009-01-05,23847383 Mon, 05 Jan 2009 14:09:33 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847384-Performance-Management-Tools-Increase-ROI Announcing new handbook "Metrics You Can Manage For Success" which demonstrates how to ensure your metrics are linked to the big picture, actionable, predictive and sustainable. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:20) Announcing new handbook "Metrics You Can Manage For Success" which demonstrates how to ensure your metrics are linked to the big picture, actionable, predictive and sustainable. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:20) Announcing new handbook "Metrics You Can Manage For Success" which demonstrates how to ensure your metrics are linked to the big picture, actionable, predictive and sustainable. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (5:20) tag:odeo.com,2009-01-05,23847384 Mon, 05 Jan 2009 11:29:00 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847385-Customer-Experience-Improvement-on-a-Tight-Budget How to improve customer experience with minimal out-of-pocket investment. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (7:57) How to improve customer experience with minimal out-of-pocket investment. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (7:57) How to improve customer experience with minimal out-of-pocket investment. From the blog Customer Experience Optimization: Delivering Your Brand Promise at http://clearaction.biz/blog. (7:57) tag:odeo.com,2009-01-05,23847385 Mon, 05 Jan 2009 09:31:28 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847386-Training-Sample-Customer-Skills-Communicator-Styles-Infoming-Directing Sample Training Podcast: Have you ever longed for a practical way to connect with someone who sees the world differently? Do you ever work with someone who misinterprets your intention or seems uncooperative? Inspire your sales and service representatives with real-time insights to improve productivity and efficiency through stronger customer relationships. Ask ClearAction how this can be customized for your company. (5:03) Sample Training Podcast: Have you ever longed for a practical way to connect with someone who sees the world differently? Do you ever work with someone who misinterprets your intention or seems uncooperative? Inspire your sales and service representatives with real-time insights to improve productivity and efficiency through stronger customer relationships. Ask ClearAction how this can be customized for your company. (5:03) Sample Training Podcast: Have you ever longed for a practical way to connect with someone who sees the world differently? Do you ever work with someone who misinterprets your intention or seems uncooperative? Inspire your sales and service representatives with real-time insights to improve productivity and efficiency through stronger customer relationships. Ask ClearAction how this can be customized for your company. (5:03) tag:odeo.com,2008-12-11,23847386 Thu, 11 Dec 2008 11:14:22 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847387-AudioBook-Sample-Metrics-You-Can-Manage-For-Success Audiobook sample of "Metrics You Can Manage For Success" handbook written by Lynn Hunsaker (5:24). Audiobook sample of "Metrics You Can Manage For Success" handbook written by Lynn Hunsaker (5:24). Audiobook sample of "Metrics You Can Manage For Success" handbook written by Lynn Hunsaker (5:24). tag:odeo.com,2008-12-02,23847387 Tue, 02 Dec 2008 14:11:01 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention http://www.odeo.com/episodes/23847406-Customer-Service-Wow-Versus-Ow 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: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:31) 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: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:31) 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: Delivering Your Brand Promise at http://clearaction.biz/blog. (3:31) tag:odeo.com,2008-12-02,23847406 Tue, 02 Dec 2008 13:26:54 -0800 no Improving Customer Experience performance management customer experience relationship satisfaction loyalty metrics ROI rétention