cx roi myths ebook clearactioncx

Customer Experience ROI Myths

Introductory eBook

ClearActionCX.com

myth

new wisdom

customers want straightforward products & services

. . . prevent unnecessary calls to customer care

. . . prevent pre-care surprises, confusion, issues

. . . expect issue originators to prevent recurrence

. . . engage the rest of the company

customer care = customer experience management

2015 ClearAction LLC. All Rights Reserved.

Win-win:

1) reduce costs of broken processes

2) reduce customer care workload

3) save customers time

myth

new wisdom

customers want ease of business

. . . act on what theyve already told you

. . . expect managers to eradicate root causes

. . . enable departments to prevent issues together

. . . ask only what youre prepared to act on

. . . ask re: your contribution to customers goals

surveys = customer experience management


Win-win:

1) differentiate in ease-of-doing-business

2) reduce costs of broken processes

3) save customers time

1%

Increase

of Positive

Word-of-Mouth

0.14% Revenue Growth

300% ROI on reducing negatives

compared to increasing positives

- London School of Economics Advocacy Drives Growth study


3X ROI on substance versus sizzle

1%

Reduction

of Negative

Word-of-Mouth

0.41% Revenue Growth

Highest growth from

ease-of-doing-business

Free the boat of anchors

before raising the sails

higher ROI from ease of doing business


for enduring customer experience ROI

Click to access online articles:

Customer

Experience

ROI Maturity

Roadmap

Exploring

the Elusive

ROI

of CXM

Metrics

for

CXM
http://clearactioncx.com/customer-experience-maturity-roadmap/https://clearactioncx.com/exploring-the-elusive-roi-of-customer-experience-management/https://clearactioncx.com/metrics-for-customer-experience-management/

myth

new wisdom

customers want mutual value

. . . add value to compel retention & repurchase

(they paid fair market value already)

. . . make it natural to love your company

(prevent waste of misalignment)

(reduce need for remedial enticements)

engagement = customer experience management


Win-win:

1) re-channel $ from enticements to value creation

2) differentiate through value-add

3) reduce costs of escalation, enticement,

and mis-aligned experiences

myth

new wisdom

technologies = customer experience management


customer experience excellence is a way of life

. . . customers source revenue, budgets, salaries

(what is more important to align to?)

. . . shareholders leave when customers leave

(not the other way around)

. . . best-loved firms are aligned to customers

Win-win:

1) virtuous circle of constructive behaviors


3) be more compelling to customers & employees


stumbling blocks of common practices

If your CX approach is to . . . Then customers will . . . And CX ROI will be . . .

Entice customers to recommend you?

Sway customers to renew/rebuy?Feel enthusiastic temporarily Short up-ticks in revenue

Saddle the front-line with CX results?

Throw gaps over the wall to Service?Be impressed with high-touch A hamster-wheel of costs

Manage CX as program silos?

Vary across products?

See inconsistency that inhibits

trustElusive and sporadic



B2B

Customer

Experience:

Do This,

Not That

Voice

of the

Customer:

Do This,

Not That

Customer

Journey

Mapping:

Do This,

Not That

http://customerthink.com/b2b-customer-experience-do-this-not-that/https://clearactioncx.com/voice-of-the-customer-do-this-not-that/https://clearactioncx.com/journey-mapping-focus-on-the-customers-experience/

myth

new wisdom

touchpoints = customer experience management


customer experience starts before contact with you

. . . see customers view across their life cycle

. . . understand their behind-the-scenes steps

. . . help every functional area anticipate their

ripple effect on customer experience

Win-win:

1) differentiate in value to your customers world

2) get ahead of your competition

3) anticipate, to be nimble in your market

myth

new wisdom

front-line staff = customer experience management


customer experience is affected by every employee

. . . attitudes, hand-offs, processes, & policies

have a ripple effect on customers

. . . weave CX context into everyones daily work

(employees want their firm to be loved)

Win-win:

1) expand value through aligned efforts


3) be more compelling to customers & employees



Customer

Experience

Strategy:

Do This,

Not That

Customer-

Centric

Culture:

Do This,

Not That

Customer

Experience

Governance:

Do This,

Not That

https://clearactioncx.com/customer-experience-strategy-do-this-not-that/https://clearactioncx.com/customer-centered-culture-do-this-not-that/https://clearactioncx.com/customer-experience-governance-do-this-not-that/

Keep in touch:

ClearAction

company/clearaction-llc

+ClearActionCXO

CustomerExperienceOptimization

ClearActionCX.com

Lets talk:tel +1 408 687 9700

[email protected]
http://twitter.com/clearactionhttp://linkedin.com/company/clearaction-llchttp://plus.google.com/+clearactioncxohttp://facebook.com/customerexperienceoptimizationmailto:[email protected]

cx roi myths ebook clearactioncx

Documents

customer experience

customer experience

clearaction llc

customer care workload3

company customer care

cx roi

customers time1

customers goalssurveys