Roles to help drive results
Regardless of size and structure of your company, there are several roles that can effectively drive results. Executive sponsor – A chief customer officer or senior executive that is the key sponsor and advocate for the program, typically with direct...
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Mind-numbing Consistency and CX
Recently, my daughter's swim coach had a parent meeting. During the meeting he talked about one of his coaching philosophies, which the described as mind-numbing consistency. For him, mind-numbing consistency shows up in a swimmers work ethic, having...
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Using results to implement change in the company
The right culture, a solid strategy, good intelligence, and action – all are good, but they don’t always guarantee that change will occur. Follow through is important to ensure that change is implemented effectively, measured carefully, and...
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What Does Substantial Impact Mean To You?
One of our goals at Walker is for all of our clients to agree that their Customer Experience initiative is having substantial impact on their business. So, what is substantial impact?  The dictionary definition of substantial is: of...
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Practice What You Preach
As with anything in life, it's easier to say things than do them. And, customer experience is no different. It is easy to say companies must improve customer experiences in order to create a competitive advantage, but it's hard to practice this 365...
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