Common obstacles with using customer insights
Every customer strategist has the responsibility to make sure the voice of the customer gets put to use. Here are some common obstacles that could be encountered with getting your company to use customer insights: They aren't aware. Since they don't...
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Characteristics of effective self-service
Customers expect an easy experience. For B-to-B companies to successfully simplify the customer experience, effective self-service tools for customers to access is a must have. Here are characteristics for effective self-service: User-Friendly -...
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Tips to maximize change
While few insights seem to actually drive action, here are some tips that will maximize the likelihood of an insight resulting in change. Training: Use more engaging training methods, such as practice or discussion groups to increase learning...
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Customer Experience in 2039?
I just finished reading our company's Report to Stakeholders and noticed a closing message from our CEO Steve Walker, "I look forward to celebrating our centennial in 2039." Really -- what will CX look like in 2039? A little context - this past year...
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Three objectives to sharing customer insights
After the customer data has been gathered, analyzed, and visualized and potential insight(s) has been discovered, the next step is to share it. There should be at least three objectives with sharing insights: Assess the believability of the insight....
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