Why You Might be Interested in Customer Engagement
You have likely started to hear about Customer Engagement. Leslie Pagel defines what we mean at Walker by Customer Engagement here.  And, she compares "customer experience" to "customer engagement" in this post.    The question is, should you be...
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Tips to effectively work with Technical Support
People in Technical Support roles need immediate access to customer information that will help them understand previous issues as well as the customer’s perspective on how each issue was resolved. They must receive timely and relevant feedback after...
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Making an Impact and Telling About It
The question,“What impact is the CX program making on our business?” is being asked of customer experience professionals more and more. The immediate thought is to demonstrate the financial return of the investment – what are you gaining from a Truly...
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Paying Employees to Leave Part 2
Several months ago I wrote a blog about paying employees to leave. LocalJobNetwork.com radio read the blog and conducted a short interview to dive into this topic into more detail.  You can listen to the interview here.  I am still an advocate of...
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Is the right team of individuals assigned to implement customer strategies?
How do you know if you have the right team assigned to help implement and drive customer strategies from your Voice of the Customer Program? These questions will help you: Is there an executive-level customer champion? Is there a clear owner,...
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