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...

Have you started planning for CX Day?

Did you know that Customer Experience (CX) has an official day? It's the day we celebrate the companies and individuals who focus on creating a competitive advantage through the experiences...

Tips to effectively work with Strategic Account Managers

The customer intelligence you provide to a Strategic Account Manager (SAM) must help them retain and grow their accounts. Keys to making this happen include: Easy access – Integrate...

One tip for using text analtyics for survey responses

Today, companies that implement relationship and transactional surveys often rely on text analytics to synthesize and analyze customer comments. When using text analytics with survey responses, it's...

Three steps to drive results

The framework features three important steps in your journey to drive results. Destination - An important aspect of results is establishing your destination…what are you setting out trying to achieve?...

Three activities for engaging company leaders

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 framework for...

Five questions to ask before you take action

Here are five key questions all Customer Experience (CX) professionals must ask. Do we have the right culture? Possibly the toughest aspect to control is the culture of the organization. The company...

The role of social media in CX

Social media can increase the value of CX by enriching the content, quality, and speed of insights delivered. However, before getting involved in social media activities, CX professionals must have...

The 5-Second Pause

I recently read an article on LinkedIn that recommends interviewers pause for 5 seconds after an interviewee answers a question. This allows the interviewee additional time to elaborate on a...

Tips to improve your visuals in communications

Visuals are a powerful way to communicate customer intelligence. There are so many different ways to visualize customer feedback. You can use graphs, bubble charts, customer comments, summary words,...

Creating a holistic customer view

Customer metrics of the future will be highly customized and targeted. In an effort to create a holistic view of the customer, organizations should consider four factors: Product Usage - companies...