For an updated version of this presentation: https://www.slideshare.net/clearaction/5-keys-to-employee-engagement-in-customer-experience-125749747 How to improve customer experience by engaging employees cross-organizationally to resolve chronic customer experience challenges. See https://ClearAction.com

1. www.ClearActionCX.com
5 Keys to Employee Engagement
In Customer Experience Management

2. Trust ---------------- Price
Unique ---------------- Commodity
Customer Experience is Critical to Strategy
Differentiation
Best Average Laggard
Customer Retention 15% 1% 0%
Customer Satisfaction 19% 8% 3%
Profitability 8% 6% -8%
Growth
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3. Cross-Channel
Cross-Functional
Metrics
360-View
Incentives
Broken Links
Business Results
Behaviors
Survey Results
Data Actions
What’s Promised What’s Delivered
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Lack of Cooperation Inhibits Customer Experience Management

4. 5 Keys to Cooperation in Customer Experience Management
1. Systems Thinking
2. Change Management
3. Internal Branding
4. Continual Improvement Practices
5. Sustaining the Momentum
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5. 1. Systems Thinking for Cooperation & Big Results
Holistic View
• Analogies
• Connectivity
• Framing
• Patterns
• Perspective
• Structure
LIKE …
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See the whole presentation in ClearAction Insiders!
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7. ClearActionCX.com
If You Like These Concepts, Get the Book!
5 Keys Explained
>20 Tools &
Techniques
Step-by-Step
Guidelines
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8. ClearAction Consulting Clients
“ClearAction taught us things
that wouldn’t readily cross our
minds and has increased our
efficiency & accuracy in many
areas. We highly recommend
ClearAction as a business
consultant.”
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9. OptimizeCX@ClearActionCX.com
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Lynn Hunsaker
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CustomerExperienceOptimization