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
Today is CX Day. The day we celebrate customer experience
professionals. Although this is not one of those holidays created
by companies to sell more greeting cards, it is proof that we have
a day for...
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
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...
Focus on these three activities to gain support from senior
leaders: The payoff - show senior leaders that customer-focused
actions have an impact on the business. The plan - Share the
Speed is having a profound impact on companies. Take product
innovation for example. The pace of innovation continues to
accelerate giving customers more options and making customer
Customer Experience (CX) leaders find themselves uniquely
positioned to foster collaboration between functions and with
customers. As one example, CX often builds an advocacy network of
April Fools' Day will be here soon and I'm getting ready! No, I'm
not planning any practical jokes to spring on my colleagues.
However, we decided that for one day out of the year we could take
I recently read an article in the Journal of Marketing Research
titled “Consumer Behavior in ‘Equilibrium’: How Experiencing
Physical Balance Increases Compromise Choice” written by Jeffrey S.
Driving business impacting results is one of the key
responsibilities we all have as customer experience
professionals. While it is arguably one of the most important
things we do, it is also one of...