The right culture
Does your company have the right culture to drive results? If you are not sure, the following questions will help you know for sure: Is your leadership supportive? Is your company focused on customers? Are customer issues visible throughout the...
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Key uses of the journey mapping output
A customer journey map is a visual representation of the ways in which a customer interacts with a company, a product, or a service. Customer journey maps can be used in the following ways: The foundation for your customer feedback system A...
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Three approaches to measuring ROI
Measuring your return on the investment of your customer program is key to capturing the attention of the company leaders. Here are three approaches to measuring ROI: Risk – How do financials align with our customer metric? What are our financial...
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A Simple Guide to Generating Ideas
Coming up with ideas to improve the Customer Experience is not as difficult as you might think. In fact, I recently saw a Customer Experience team generate over 100 ideas in less than an hour! We used a workshop approach. They had just completed the...
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The Customer Intelligence Advocate
Does your team have a Customer Intelligence Advocate? The Customer Intelligence Advocate is responsible for supporting the use of customer intelligence within their part of the business. Some responsibilities include: They will be key communicators...
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