Customer Experience Solution Kit

ClearBrick's Customer Experience Solution Kit
Methods, tips, and strategies for customer experience differentiation.

Breaking News: Business veteran reveals his customer experience trade secrets...

"Groundbreaking kit provides stunning customer experience insights and practical solutions"

From: Robert G. Howard
Kansas City, Missouri USA
January 21, 2008

Robert Howard

Dear Business Professional,

What I'm about to tell you could change your business forever.

Customer experience management is the next big thing for business. Businesses are already using customer experience management as a strategic differentiator to compete and win in today's competitive marketplace. Those that master customer experience will reap the rewards; those that don't will likely languish.

How do I know? I've spent nearly 20 years of my professional career helping some of the world's largest and most well-known companies to improve their customer experience. I've worked with dozens of Fortune-500™ caliber companies that are working to improve their customer experience in order to gain a competitive edge.

Now, I'm making my proprietary customer experience trade secrets available to you and your business.

I realize that customer experience management is of critical importance to any company - not just the largest and most well-known ones. That is why I've packaged my trade secrets into the most comprehensive customer experience solution kit of its kind. The kit includes strategies, tips, methodologies, illustrated process maps, and a wall-sized project roadmap to help you and your company to compete and win with customer experience management.

I'm confident that you will find this solution kit to be extremely insightful, useful, and practical. I guarantee it. If you are not completely satisfied, I'll refund your money.

If you are truly serious about improving your customer experience and reaping the rewards, read-on...

1


Unleash the Power of Customer Experience

In today's economic and competitive environment, businesses everywhere are finding it increasingly difficult to compete on price, product, promotion, or placement. Instead, successful companies are beginning to compete on customer experience in order to break way from the pack.

More and more businesses every day are recognizing this simple truth: Customer experience management is the next big thing for business.  And the stakes are high.  Those companies that gain an early customer experience advantage build a strong bond between their business and their customers; a bond that is extremely difficult to break. When it comes to customer experience, the first-mover advantage can be significant.

Get it right and reap the rewards. 

Simply put, companies that consistently deliver a great customer experience create very happy customers.  Those happy customers often translate their satisfaction into significant value for the company:

    • Improved Loyalty. Customers tend to be more loyal, and stay longer, with businesses that treat them well.
    • Increased Wallet Share. Customers tend to spend more of their discretionary dollars with companies they admire and trust.
    • Stronger Advocacy. Customers tend to voluntarily refer family, friends, and colleagues to companies they love.
    • Higher Revenues and Profits. Highly satisfied customers spend more and are often willing to pay a higher price for products and services that create a meaningful emotional connection.

In an article published in the Journal of Marketing, Claes Fornell et al., demonstrated that a portfolio of companies that scored high in customer satisfaction rankings…

    • outperformed the Dow Jones Industrial Average (.DJIA) by 93%,
    • beat the S&P 500 (.SPX) by 201%, and
    • schooled the NASDAQ (NDAQ) by 335%!

Without a doubt, mastering the customer experience can reap significant rewards. I've spent hundreds of hours developing the Customer Experience Solution Kit to help you and your company to capitalize on this incredible business opportunity; I'm making my trade secrets available to you so that you can unleash the power of customer experience in your business.

2


Make or Break: Overcome the Barriers to Success

Happy customers make for great business results. Clearly, satisfied customers can make your business grow and prosper.

To the contrary, what do you think would happen to any company that experienced a groundswell of customer dissatisfaction?  Their customers would defect in droves, new customers would stay away, and the financial performance of the company would suffer.

Unhappy customers will leave your company. 

According to a study by Accenture in August 2006, nearly half of US customers surveyed indicated that they had quit doing business with a company due to poor customer service.

Companies that neglect the customer experience may struggle to grow their businesses profitably due to lower conversion rates, stagnant market share, and higher customer turnover levels.  Simply put, unhappy customers can break your business.

With such much at stake, why aren't all businesses taking advantage?

Businesses that take advantage of this incredible business opportunity will clearly benefit from customer experience differentiation. Unfortunately, many businesses will never master this important business capability.

The inability to master the customer experience often isn't due to lack of effort. In fact, I've seen businesses spend multiple years and millions of dollars chasing the holy grail of customer relationship management. As with any complex business issue, however, there are a number of barriers that can get in the way of even the best of intentions.

Learn how to overcome the barriers.

I realized long ago that the secret to making business improvements of any kind involves eliminating or overcoming the various barriers that stand in the way. I've incorporated all of my tricks, tools, and methods for overcoming these barriers in one convenient solution kit.

Common barriers to achieving customer experience results include:

    • Customer experience management is not a strategic priority
    • Businesses don't know that they have a problem.
    • Businesses don’t know how to approach the problem.
    • Businesses don’t have access to, or can’t afford, customer experience expertise.
    • Businesses aren’t aware of the potential risks and benefits.
    • Customer centric strategies can be difficult to implement.
    • CRM software solutions only address part of the customer experience lifecycle.
    • Employee adoption can be slow.
    • Businesses lack a clear understanding of the customer experience process.
    • Businesses don't have a business case to identify the potential value.

Unfortunately, one or more of these factors often prevent businesses from taking advantage of the amazing power of customer experience management. Don't let these barriers prevent you and your business from taking advantage of customer experience management!

Our approach to customer experience management addresses each of these potential barriers...


3


The Most Comprehensive Kit of It's Kind

Throughout my 20-year career as a business advisor, I've learned a lot about what works - and what doesn't - when it comes to improving any business. Over and over again, I helped companies sort through the strategies, plans, risks and issues associated with large business improvement projects. I've helped them to determine the ideal scope, approach, and tactics to get the most value. I've also successfully managed and implemented more large business projects than I can recite.

“Robert’s ability to convert complex business problems, ideas, and solutions into simple to understand concepts and frameworks is unparalled.”
Kasey Lobaugh, Principal - Deloitte Consulting

In nearly every case, I used the same ingredients for success: acute diagnosis, clear strategy, complete executive alignment, pragmatic scope and approach, and proven methods. After repeating this recipe dozens of times, I decided to package my proven methods and advice into a single comprehensive solution kit. I spent hundreds of hours designing, writing, publishing, and field testing every element of this unique project toolkit.

The result is the Customer Experience Solution Kit; The most comprehensive solution kit of its kind.

Take a peek inside. I am confident that you will find this kit to be the most comprehensive set of methods, tools and advice of its kind!

ClearBrick's Customer Experience Solution Kit
The Most Comprehensive Kit of its Kind

Customer Experience Solution Kit Contents

Now, you can take advantage of the same principles, approach, and advice that helped these large companies realize significant returns:

    • A market-leading consumer packaged good company successfully launched a complete direct-to-consumer customer experience process that generates millions of dollars in revenue!
    • One of the world’s largest retailers implemented a seamless customer experience process that generates millions of dollars each month!
    • A market-leading office products & services company re-engineered the core of their in-store customer experience that works to drive new and repeat business!

Now, you can utilize the same customer experience improvement approach that has previously been available to only the world’s largest companies.

"ClearBrick has the perfect solution for the
do-it-yourself project manager
trying to resolve a company’s Customer Experience dilemma."
Jack Bowerman, Bowerman Consulting, LLC

We have combined our significant field-proven experience to create the world’s first and only Do-It-Yourself Customer Experience Solution Kit.  The solution kit is a complete solution for improving your customer experience.  It contains step-by-step instructions that help you to diagnose, plan, and improve your customer experience:

    • Diagnose: Pinpoint your customer experience improvement opportunities with three fully illustrated process maps and four insightful strategy booklets. 
    • Plan:  Identify the specific activities that will generate value for your business with ClearBrick’s proprietary Customer Value Compass and Customer Initiative Map.
    • Improve: Enhance your customer experience by following the step-by-step instructions contained in the comprehensive 192-page field guide and corresponding illustrated project roadmap.

The Customer Experience Solution Kit is a comprehensive collection of advice, methods, and tools that provide you with everything you need to do it yourself.

Learn how to use customer experience as a competitive advantage

We've packed the customer experience solution kit with insights, strategies, tips, and advice to help you to diagnose, plan, and implement your own customer experience improvement project. We've packed this solution kit with everything you'll need to transform your customer experience into a competitive advantage!

We also understand that no two businesses are exactly the same. That's why we have also designed the solution kit to be as flexible as possible. The are untold ways that you can utilization the advice, methods and tools that we've included to diagnose, plan and manage your customer experience project.

The solution kit can help you to:

“The ClearBrick solution is ideal for a small to medium size business that is going through some substantial customer servicing issues.”
Chris Cassaday, Vice President, Investments,
UBS Financial Services Inc.
    • Identify key customer experience strategies
    • Establish a foundation for your customer experience process
    • Identify key touch points
    • Diagnose overall customer experience capabilities
    • Identify key improvement projects
    • Determine project scope and approach
    • Plan your customer experience project
    • Develop a customer experience business case
    • Manage your customer experience improvement project
    • Establish a methodology for customer experience management


Do It Yourself or Let Us Help You

I've worked with dozens of companies all over the world, and I can honestly say that no two of them are the same. There were lots of companies that needed a lot of external help, while others were very self sufficient. I founded ClearBrick to fill a need for thos companies that would prefer to do-it-themselvers; firms that just needed the right strategies, advice, methods and tools to guide them in the right direction.

But not all companies are completely self sufficient. Some companies need more help than others. I also realize that the Customer Experience Solution Kit has a tremendous amount of materials in it. Utilizing it all can be a daunting task. That is why we've established three different models to cater to the specific needs of your business:

Do-It-Yourself

If your business has a lot of the know-how and resources internally, and just needs the right tools and methods to guide the way, then you can get started right away. Get buy the solution kit and download it immediately. You'll be off and running in no time.

You will also be able to get supplemental advice online.  We compliment the Customer Experience Solution Kit with timely and relevant advice through ClearBrick’s online research, free audio broadcasts, and regular blog entries.  You can join the ClearBrick community anytime to access these valuable business resources!

Do It With You

“Rob is one of the most creative, talented and energetic talents in the consulting world today. I would highly recommend him to anyone.”
Rick Shull, RGS Search Partners, LLC

Some businesses just need a little coaching from time to time. If your business has the resources and know-how to get going, but need a little coaching along the way, we can help. When you purchase and utilize the solution kit, ClearBrick can offer you and your businesses with custom workshops, teleseminars, or traditional consulting services to help you along the way. You'll get expert guidance when and where you want.

If you are interested in this model, just contact us at info@clearbrick.com and we can work with you to find the right level of assistance.

Do It For You

In some cases, businesses are faced with the daunting task of tackling a large and complex set of issues. In those cases, you may need more than a little coaching to help you effectively get the job done. In the cases of more complex customer experience issues, we highly recommend that you purchase the solution kit and utilize it to get oriented first. Then contact us at info@clearbrick.com to discuss how we can organize a more traditional consulting engagement to help improve your customer experience.

Regardless of the level of support you desire, you'll always get the support, knowledge, and coaching that you need.

5


An Unbelievable Product at an Amazing Price

You might ask, “Why should I care about customer experience management?”

The simple answer is this: Your customers, and your competitors, are making it a priority.

Simply put, companies around the world are making customer experience a core part of their strategic focus and will spend over $10 billion on related technologies and services by 2009 according to Forrester Research.  The battle for the customer has just begun!

Our proven approach to customer experience management can help you and your company to get a leg up in this global race to own the customer.  The value of our comprehensive collection of methods, tools, and advice is significant:

Customer Experience Solution Kit
Solution Kit Component Estimated Value  
Complete project methodology
$10,000
Included
Illustrated Process Maps
$1,500
Included
Professional Strategy & Advice
$50,000+
Included
Business Case Model
$500
Included
Illustrated Project Roadmap
$500
Included
Customer Initiative Map
$200
Included

We have packed the Customer Experience Solution Kit with all of these valuable components to help you grow your most valuable business asset – your customers. 

I think that you would agree that $10,000 would be an appropriate price to pay to unlock the secrets of customer experience.  But we won’t charge that much.

We believe that small and medium businesses should be able to utilize the same methods, tools, and advice as large companies.  So we won’t even charge $5,000.

We are passionate about making every small and medium business successful, so we won’t even charge $1,000.

Right now, we are offering the complete solution kit for only $595.

For $595, you’ll get it all:  The strategy booklets, the illustrated process models, the road map, the field guide, the customer value compass, and the customer initiative map. For only $595, you’ll get premier professional advice and methods that have been field-proven with some of the world’s largest and most well known companies.

Credit Cards Accepted

Special Bonus Offer: Buy now, and we’ll include three of our top customer experience research reports absolutely free! 

That’s $105 worth of valuable customer experience research absolutely free if you act now! 

Our special bonus offer includes the following proprietary research and advice:

    • Free Report! How to Find Your Customer Value: In this report we provide a holistic view of the revenue and cost dimensions of the customer relationship to help you find your customer value.
    • Free Report! How to Build Your Customer Experience Business Case: In this report we describe how to use the ClearBrick customer value compass to plan, organize, and build your own customer experience business case.
    • Free Report! How to Overcome the Top 5 Customer Experience Project Pitfalls: In this report, we uncover the top 5 customer experience project pitfalls that prevent most companies from capitalizing on their customer experience potential.
Credit Cards Accepted

You Are Protected by Our Money-Back Guarantee.  If you are not completely satisfied with our Customer Experience Solution Kit, contact us in writing within 8 weeks of your purchase and we will refund your money.

6


Fight for your Customers Today!

Forget about competing based simply on product, price, promotion, or placement. The real battle for customers is being fought over the customer experience! Businesses that can create an emotional connection with their customers will benefit from higher retention rates, improved profit margins, and improved revenue strength. Don't wait any longer, fight for your customers today!

I've watched many business flounder due to the lack of a compelling customer experience. Yet they did nothing about it! Perhaps they thought it was too complex, or too difficult, or they just didn't know where to start.

"ClearBrick creates the most innovative business model for today’s consulting needs of small & medium enterprises; A highly affordable,
accessible, and dynamic business consulting service through DIY."
Andrew N. K. Chen, Associate Professor,
University of Kansas School of Business

No more excuses!

I've created the world's most comprehensive Customer Experience Solution Kit to help project managers, entrepreneurs, business owners, and large corporations to effectively diagnose the problem, develop a strategy, and improve the customer experience. I've also designed the solution kit to be flexible and adaptable to any industry or market situation. There is no complex software to install or learn how to use. You can now purchase, download, and beginning putting the solution kit to use immediately. 

Start fighting for your customers today by getting serious about improvin your customer experience. ClearBrick's Customer Experience Solution Kit can help you learn the secrets of customer experience management that can help your business increase revenues, improve loyalty, and become more customer centric.

Go ahead, start your customer experience improvement project today!

7


P.S.

As a business professional, you know how hard it is to compete in today’s global economy.  Companies around the world are quickly realizing that in order to compete – and win – they must master the customer experience.  Some companies are spending millions of dollars on customer experience related technologies and services in order to seize an advantage.

Now, you can get the same advice, insights, and tips used by some of the world’s largest and most well known companies to compete with a differentiated customer experience.  But you won’t have to spend millions.  Or even thousands. 

Credit Cards Accepted

Order now and get three of our leading customer experience research reports – a $105 value – absolutely free.  Buy Now to Begin Enhancing Your Customer Experience Today!

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Disclaimer: Past performance is not an indication of future results.

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