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Customer Experience Differentiation: Innovation for Mutual Value Creation

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ClearAction
ClearAction

For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-differentiation-innovation-for-mutual-value-creation Customer experience is the hardest thing for competitors to copy. The most profitable customer experience differentiation creates mutual value. See https://ClearAction.com

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www.ClearActionCX.com Customer Experience Differentiation Innovation for Mutual Value Creation
View Customer Experience From Their Perspective Desired Outcomes What Customer Buys Means-to-an-End Firm’s Solution Emotional Functional Need Awareness Need Extinction Circumstances © Copyright ClearAction LLC. All rights reserved.
View Customer Experience From Their Perspective Desired Outcomes Undesired Outcomes = Value Quotient Outcome A Outcome B Outcome C Outcome D Solution A Solution B etc. ValueQuotient Circumstance Ideal Total Costs Money Time Energy Concern Total Value Product Service Personnel Image Effective Outcomes Efficient Outcomes © Copyright ClearAction LLC. All rights reserved.
Your Programs, Processes, Policies, Products, Services What customer programs are in place? Your Viewpoint How you get value Customer’s Viewpoint How they get value Ratio You / Customer(benefits, preventions, ratings) (benefits, preventions, ratings) Analyze Everything for Customer-Centricity © Copyright ClearAction LLC. All rights reserved.
Current Outcome Existing Customer Prioritize Customers & Offerings NewOutcome New Customer Get more outcomes done Do an outcome better Outcome adopted by new group Outcomes not yet done by anyone © Copyright ClearAction LLC. All rights reserved.
Profitable Differentiation Requires Unique Understanding Competitors Customers Self Outcomes, Not Features Awareness to Extinction Emotional, Social, Functional Superior Value Quotient Personas by Circumstances Pure Motives Brand Promise SWOT Alternatives New Rules © Copyright ClearAction LLC. All rights reserved.
ClearActionCX.com See the whole presentation in ClearAction Insiders! © Copyright ClearAction LLC. All rights reserved.
ClearActionCX.com If You Like These Concepts, Get the Book! © Copyright ClearAction LLC. All rights reserved. >30 Tools & Techniques Step-by-Step Guidelines
ClearActionCX.com If You Like These Concepts, Get the Book! 5 Keys Explained >20 Tools & Techniques Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
ClearActionCX.com If You Like These Concepts, Get the Book! 4 Keys Explained 10 Templates Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
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.” © Copyright ClearAction LLC. All rights reserved. Partial List Send us a note: OptimizeCX@ClearActionCX.com
OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization

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Customer Experience Differentiation: Innovation for Mutual Value Creation

  • 2. View Customer Experience From Their Perspective Desired Outcomes What Customer Buys Means-to-an-End Firm’s Solution Emotional Functional Need Awareness Need Extinction Circumstances © Copyright ClearAction LLC. All rights reserved.
  • 3. View Customer Experience From Their Perspective Desired Outcomes Undesired Outcomes = Value Quotient Outcome A Outcome B Outcome C Outcome D Solution A Solution B etc. ValueQuotient Circumstance Ideal Total Costs Money Time Energy Concern Total Value Product Service Personnel Image Effective Outcomes Efficient Outcomes © Copyright ClearAction LLC. All rights reserved.
  • 4. Your Programs, Processes, Policies, Products, Services What customer programs are in place? Your Viewpoint How you get value Customer’s Viewpoint How they get value Ratio You / Customer(benefits, preventions, ratings) (benefits, preventions, ratings) Analyze Everything for Customer-Centricity © Copyright ClearAction LLC. All rights reserved.
  • 5. Current Outcome Existing Customer Prioritize Customers & Offerings NewOutcome New Customer Get more outcomes done Do an outcome better Outcome adopted by new group Outcomes not yet done by anyone © Copyright ClearAction LLC. All rights reserved.
  • 6. Profitable Differentiation Requires Unique Understanding Competitors Customers Self Outcomes, Not Features Awareness to Extinction Emotional, Social, Functional Superior Value Quotient Personas by Circumstances Pure Motives Brand Promise SWOT Alternatives New Rules © Copyright ClearAction LLC. All rights reserved.
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  • 12. OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization