B-to-B companies need to create a new benchmark
One common question we hear from business leaders is, "How do our customer experience scores compare to others?" Having this comparison is valuable if you define "others" in broad terms. In the report, The Value of Making it Easy, Walker explores...
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Is your company really focused on customers?
To know if your company is really focused on customers, can you answer yes to the following questions? Do customer issues take priority? Are market developments closely watched to constantly assess customer needs? Do training programs include topics...
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Is Your VoC Program in Need of An Overhaul?
Customer Experience Professionals, may I ask, how is your Voice of the Customer program going? Are you content? Are things just humming along and don’t require a lot of attention? Do you feel like you have a system in place that can be...
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Customer experience professionals need to embrace a new way of thinking
Today, customers expect personalized service, the ability to customize products to serve their unique needs, and immediate gratification. Essentially, customers expect the company to know them, recognize them, and anticipate their current and...
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Visualizing complex relationships
The graphic above has been called the best statistical graphic ever drawn. It is Charles Minard's infographic of Napoleon's failed invasion of Russia in 1812-1813. It is ultimately a map overlaid with key facts about the campaign. Amazingly, it was...
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