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Close the brand-customer gap with sustained business results. See ClearAction.com & join ClearAction Value Exchange!
48 Episodes
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See recording here: https://clearaction.com/podcast/customer-centric-acceleration-of-market-growth
Organic growth of your business is possible through customer-centric, systematic processes called the Circle of Traction in Laura Patterson's new book, Fast-Track Your Business (https://www.amazon.com/dp/0971008620). Laura is well-known for her contributions to marketing performance management best practices. Her earlier books are Marketing Metrics in Action and Measure What Matters: Reconnecting Marketing to Business Goals. Post your questions in the live chat during this interactive talk show!
Cutting through the hype surrounding AI, Silicon Valley luminary, strategist and tech giant executive Dennison DeGregor provides a detailed solution in his new book, HAILOS, for finally realizing the promise of AI, big data, blockchain and robotics process automation through the groundbreaking integration potential of KEY HAILOs. This is an exclusive first virtual kickoff of a worldwide book/keynote tour: https://www.amazon.com/dp/1733906401. Join this talk show with live Q&A!
Intentional Customer Experience is the north star that guides everything for the brands you like most. They’ve decide who they want to be (and why!), who they want to serve and how, and they use that criteria to guide where they focus, where they invest, who they hire, how they review performance, and so forth. It’s the key to highly profitable customer experience because it prevents mis-matched efforts and waste. Join the live Q&A chat during this talk show with Krista Sheridan, Senior Advisor of People & Culture at TELUS, who will share case studies on how intentional customer experience can be developed and adopted to differentiate and grow your business.
Beyond interactions with customers, CX excellence relies on operational performance across your company. Experience design is development of intentional customer experience, involving customer touch-points along with many other disciplines enterprise-wide. Hear case studies and advice from Eric Wansong, SVP & Chief Customer Officer at Code42, in our talk show with live Q&A.
The skill set that's worked well in the past is not the same as what's required for future success. In Marketing and Customer Experience/Care/Success roles -- stewards of customer intelligence -- that includes a shift going forward to being more influential internally in helping the rest of the company get in-sync with customers. Organizational nimbleness is the name of the game as the pace of change increases quarter by quarter. Milista Anderson, SVP of Client Relations at FIS Global, will share how her organization sees these new demands, what they're experimenting with, and how it's making a difference for employees, customers and investors. Signup for this talk show to join the live Q&A with Milista!
Hear case studies and advice that's worked marvellously for Carol Buehrens, Customer Experience Strategist with ICW Group Insurance Companies. She is also Chair of Rutgers University Customer Experience program and author of the book "Happy R.A.V.I.N.G. Customers! Six Powerful Steps to Grow Your Business with Exceptional Customer Experiences".
At VMware, Kate Woodcock, Vice President of Customer Advocacy, is cracking the code for strategic partnership with the C-Suite. Going beyond executive sponsorship to active ownership of customer experience excellence by every member of the executive team is the new standard for CX success. Join our live chat room during this talk show to post your questions to Kate!
Case study on integrating Voice of the Employee with customer-centric culture, brand promise and significant improvements in customer experience and profit growth. Shared by Roger Pugsley, Director of Service Excellence at Oxford Property Group: winner of 2018 Customer Culture Award from Customer Service Professionals Network and 2016 Temkin Group CX Excellence Award and many other accolades.
Vital to the success of digital transformation is not only selection of the right tech stack, but just as importantly, smoothing silos. Data, channel, organization, vision, metric and hand-off silos (and more) spell the difference between stunning success and disappointing digital impact. Join the live Q&A in this talk show hosted by Lynn Hunsaker with former Fortune 50 CCO and CX industry pioneer, Dennison DeGregor, sharing his insights and experience from HP, Bank of America, Merrill Lynch, Allstate & CenturyLink.
Customer and Employee Experience are like the chicken and the egg – which one is first is impossible to answer – and one without the other is even less conceivable. Customer Experience Rockstar James Dodkins, host of The ROCKSTAR CX Show and Amazon best-selling author of ‘136 Ideas For Rockstar Employee Engagement’ shares how the most admired brands manage these like a mashup: combining and synchronizing both for great profitability and revenue growth.
This is a past recording from 2015. Learn how to build passion for the core DNA of your culture to achieve superior customer experience and better business results.
This is a past recording from 2015. At the heart of every business is customer relationships and the key to great ones is trustworthiness, substantiated by keeping commitments.
This is a past recording from 2015. Learn how to integrate disparate data sources to paint a more accurate picture of customer experience. Surveys, social media, CRM transactions and other sources provide valuable insights to help marketing, operations, R&D and strategic planning, but their value is exponential when integrated.
This is a past recording from 2015. Learn about marketing's missed opportunities and how to identify them.
This is a past recording from 2015. Learn how to manage customer sentiment through survey analytics, making operational improvements and closing the loop with customers on past issues. While most organizations track customer opinions for customer experience management, some have found that the real value of surveys lies in using the data to identify key issues and drive correction and prevention anywhere in the organization.
This is a past recording from 2015. Learn how increasing employee connection and commitment to the company drives customer focus and business performance.
This is a past recording from 2015. Learn about the framework of customer loyalty and how it's all connected.
This is a past recording from 2015. Learn how to keep employees energized and motivated to continue to improve the customer experience. Hear how to create internal buzz for your customer experience program, keep the sales team engaged in conversations outside the sales cycle and invest in your employees in ways that drive accountability and reward the right behaviors.
This is a past recording from 2015 with Shawn McDonald, a recognized leader in online community and social media operations. Learn how to tap into customer conversations about their experiences with your products and company, how to reduce repetition and dead ends for customer conversations and how to use this information to enrich customer relationships for all parties involved.
This is a past recording from 2015. Learn how to go after the gold in your customer data, avoid fools gold and refine your customer data gold to make a difference in your businesses growth and profitability.
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