CX Metrics – What’s the Right Metric?

In my last blog, I posed the question “Should you be interested in customer engagement?” A great starting point is to review what’s working and not working with your current CX metric....

Thanking customers isn't an option

Every Voice of Customer (VoC) program should include a thank you message as a part of the communication plan. When crafting your next thank you message, consider these best practices: Video is a great...

Storytelling lessons from church

If you are a customer experience professional then you are likely called upon to make a number of presentations. And if that is the case, it helps to be a good storyteller. After all, people...

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...

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...

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...

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...

Tips to effectively work with Product Managers

Product Managers have a wealth of information at their fingertips and a plethora of metrics that they track. However, their list of metrics may not include customer intelligence data – and that is...

Now, There’s a Day for Everything

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...

Customer experience roles of the future

With changing customer demands, the roles and responsibilities of the customer experience team will need to evolve to include the following roles: Chief Customer Office (CCO) - there must be someone...

EMC - A company that gets it

When it comes to the application of customer experience strategies, companies tend to fall into one of three camps: Customer experience, huh? These companies are clueless. They don't understand why a...

Telling the CX Story

Apple product launches have become highly anticipated events. Of course this is due primarily to the products themselves, and eager customers wanting to confirm all of the rumors leading up to...

Tips to effectively work with Sales

Sales needs timely customer insights that will help them focus on the issues that matter to existing customers and new prospects. They also can benefit from intelligence that will help them know which...

Working on your customer experience fitness

There is no doubt that more and more business-to-business companies are focused on creating a competitive advantage through the experiences they deliver to their customers. But, what does this really...

The Top Things You Thought Were True About CX

There are a lot of ideas out there about the role of CX in today’s environment.  In this blog, I discuss seven myths about CX that can get businesses distracted from driving the most...

Tips to effectively work with Quality

People in Quality roles need customer intelligence that will align with internal metrics, but offer an external perspective. They need confidence that their efforts will result in a return for...

Is your voice of customer program book smart or street smart?

The most effective voice of customer programs are book smart and street smart.  Book smart programs emphasize things such as:  Intense focus on the numbers. Customer-focused metrics are integrated...

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,...

15 questions to deliver easier customer experiences

Our firm recently published an interesting B-to-B focused report on the importance of making it easy for your customers to do business with your company. The report, The Value of Making it Easy ...

Accelerators to help drive results

Accelerators get you where you need to go in a faster, more efficient way. These are the techniques, tactics, and tools that will speed up your journey to results and make it less painful. Goal...