Tips to creating a business question
What is the real question you want your CX program to answer? Here are some tips to establishing the business question: Start with a clear understanding of what customers are trying to accomplish Determine the business objective Be specific Determine...
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The customer experience professional
The role of a customer experience professional is to accelerate growth and profitability. To facilitate this goal, customer experience professionals must: Identify which customers are most likely to purchase new products Predict customers who are at...
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CX Metrics – What’s the Right Metric?
In my last blog, I posed the question “Should you be interested in customer engagement?” A great starting point is to review what’s working and not working with your current CX metric. Sonya McAllister and Leslie Pagel recently challenged some...
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Thanking customers isn't an option
Every Voice of Customer (VoC) program should include a thank you message as a part of the communication plan. When crafting your next thank you message, consider these best practices: Video is a great way to grab attention and deliver a concise...
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Insights from Big Data
With the growing amount of data available in companies today, professionals are asking “How do we use this data to create meaningful insights that give us a competitive advantage?” Here are six steps for finding value with Big Data: Start at the End...
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