Best Practices in Customer Experience Management, Measurement, Execution and Continuous Improvement Written for executive management, operations,marketing, sales, technology to have discussion about, "what is customer experience? What is our customer strategy? What is our execution plan? Answers how to weigh investments, structure technologies and resources to optimize customer value. Shows where, why how to leverage advanced technologies and methods like artificial intelligence, chat bots, recommendation engines, iot.

1. © 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
Customer Experience 2020 ----------------
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134
---RequiresaControlCenter

2. © 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
Why Programmatic Marketing? Bots? Artificial
Intelligence? Algorithms? Embedded Analytics?
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134
Otherwise too complex, too expensive, too slow…
Automate What Works,
Innovate Everywhere Else

3. © 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
Each Contact has a Cost &
Potential or Actual Revenue
Creativity + Multi-Channel Execution
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134

4. © 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
ShopNeed
Awareness Information LogisticsContractNegotiationSelection
Use
Support
CxC stage
Buy
Customer
View
receive
email
offer
search
research
standard
or deluxe
free for
90 days
terms &
conditions
receive
product
product
question
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134
How Do You Manage Each Interaction?
(Who owns the message in each slot?)
Messaging by
customer segment,
customer stage,
channel = difficult+

5. © 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
Client X Client :
Customer Value Optimization
• Grow Customer Revenue 60-200%
• Reduce Expense Per Customer 20-60%
• Accomplish using 85-100% companies current
technology
Performance lift justifies
transforming customer
experience
*net performance increases
can be multiple of this
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient
mrh@clientxclient.com 908.542.1134

6. © 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
Department & Stakeholder Conflict @
Customer Contact
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134
…and departments,
partners may cause
conflicting messaging
for customers = loss

7. © 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
ShopNeed
Awareness Information LogisticsContractNegotiationSelection
Use
Support
CxC Matrix
Stage
Buy
Customer
View
receive
email offer
search
research
standard or
deluxe
free for 90
days
terms &
conditions
receive
product
product
question
Department
Marketing ecommerce Marketing Web
PPC Agency
Product Mngt
Partners
Product Mng Ecommerce
Operations Distribution
Product Mng
Sales
Finance
Sales
Legal
Finance
Operations
Distribution
Shipping
Partner
Customer care
System
Campaign management
Database
email
Content management
Web site
Management
Social Networking
Ecommerce
ERP
Inventory Management
Content Management
Business Process
Management
Rules Engine
Content Management
Ecommerce
Order Management
Inventory Management
Vendor Management
Order Management
email
Customer Relationship
Management
Intelligent Router
Resource Management
VOIP
Objective a. Promote
store visit
b. Buy
immediately
Up sell
Promote
brand,
service
Up sell
Promote
store visit
Up sell
Cross sell
Service
agreement
Extend
warranty
Loyalty
enrollment
Efficiency
Cross sell
Referral
Efficiency
Cross sell
Referral
Loyalty
enrollment
Requirement Offer Mngt
email list
Content
mngt
Personalized
Web
In-store
visibility
localization
e-cookie
Site search
Email cookie
Offer
visibility
Customer
Profile
Order/Offer
Managemen
t System
Credit score
Customer ID
Dynamic
order mngt
process
Training
Enrollment
Access
Resource
Visibility
Training
Incentive
Program
Referral
capture
Intelligent
call routing
Training
Incentives
Offer
prompts
Value Promotion
cost
Potential
revenue
Search
mngt cost
Content cost
Affiliate cost
Gain-share
revenue
Promo cost
Projected
cross sell
revenue
Affiliate
revenue
15%
increase
close
success
Add on
revenue
Fees
Revenue
Entry costs
Affiliate fees
Delivery
cost
Service fees
Referral
bonus
CSR Cost
Offer cost
Incentive
Cost
Projected
Revenue
gain
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134

8. © 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com (c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134
Amazon Example: Analytics + Execution + Continuous Learning
Service,Software,InteractionManagementLikeAmazon

9. © 2002. All rights reserved. ClientXClient Inc.
Get Customer Worthy
@ Amazon.com
Enterprise Customer Experience
Management Framework: CxC Matrix*
*Step by Step Instructions in Customer Worthy Book
a. Understand, leverage, manage
‘digital,’ mobile, social and next
b. Realize revenue opportunity in
each contact
c. Ability to predict/plan/prepare
next contact (i.e. programmatic
marketing, agent based
simulation, monetize IoT)
d. Reduce waste due to
misaligned department
objectives
e. Customer flow transparency
f. Optimize prospect to revenue
process
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134

10. Next Generation of Marketing:
•Leadership
•Methods
•Metrics
•Technology
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134

11. Get Customer Worthy
@ Amazon.com
Michael R Hoffman
Contact: Michael R. Hoffman, mrh@clientxclient.com call/Text 908.542.1134
Thank You
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134