RSS
Loading feed
Customer Experience Optimization
Latest Activity
Profile Information
- Company
- ClearAction
- Job Title:
- Customer Experience Strategist / Consultant
- About Your Passion for Customers:
- Specialist in helping organizations improve customer-centric culture, customer data ROI, and cross-organizational engagement to deliver brand promises. Rich hybrid skills and executive experience in marketing & market research, process improvement & quality, organizational development & change management, and leadership & teaching.
Managed customer experience programs for more than half of career; executive roles include Head of Corporate Quality, Director of Marketing & Business Development, Manager of Voice of the Customer, Manager of Customer Services, Manager of Strategic Information, and Market Research Manager. Worked with Accountants Inc, Adecco, Anritsu, Applied Materials, Cadence, Deltek, FormFactor, Hospira, Merck, MicroWarehouse, Sonoco, SunPower, and many other companies.
- Website:
- http://www.clearaction.biz
- Affiliation 1 (professional association etc.)
- American Marketing Association
- Affiliation 2
- Customer Think, Contact Center Performance Forum, Bay Area Association for Psychological Type
Customer Experience Improvement Resources
CEM Executive Mentoring: Clearly see what's needed to take immediate action.
Customer Experience Enablers: Clear the way for organization-wide action.
eHandbooks by ClearAction
"This ebook should be saved on every marketer's desktop!"
- John Todor, author of Addicted Customers & Winning Mindshare
"Provides a palette of practical, scalable approaches to effectively address each component of the customer experience -- and gives the corporate marketer with exactly what s/he needs; the latest statistics making the case for the ROI of an improved customer experience and a "plug and play" tool kit for tackling the issues that are most relevant to their organization."
- Donnell Wright, Vice President of Service Excellence, Washington Mutual
Lynn Hunsaker's Blog
Customer Satisfaction Bonus Traps
The answer to the second question exposes the company's cultu… Continue Posted on November 17, 2009 at 6:23am —
The Art of Listening: A Key to Customer-Centricity
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.… Continue Posted on October 22, 2009 at 11:00am —
What's Your Customer Experience Value Quotient?
If value is defined as benefits versus costs, what's your company's customer experience value ratio? Superior value is the objective of customers and marketers alike. And since customers hold the purse strings, marketers are compelled to view value as customers do. In the customer experience value ratio… Continue Posted on October 2, 2009 at 11:45am —
Customer-Focused Culture by Living With Your Customers: A Lesson From Amazon
You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at Amazon, since founder… Continue Posted on September 1, 2009 at 6:23am — 3 Comments
Customer Experience Innovation Involves Everyone
Think of your own situation as a customer — whenever you’ve decided not to go back to a certain product or service or place, it was usually because you were turned off… Continue
Posted on July 10, 2009 at 6:30pm —
About
Platinum Sponsor
Gold Sponsors
© 2009 Created by Brett LaDove on Ning. Create a Ning Network!
Comment Wall (4 comments)
You need to be a member of Customer Care Network to add comments!
Join this Ning Network
- twibes.com/groups/customer-experience
- twitter.com/clearaction
- facebook.com/dj/customerexperience
- customer.ology.com
- clearaction.biz/blog
- brighttalk.com/channels/2107/view
- blogtalkradio.com/customerexperience
- slideshare.net/clearaction
- clearaction.podomatic.com