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...

CX Hazards on the Road to Results

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...

Three Levels of VoC Action

Acting on the voice of the customer doesn’t (or shouldn’t) happen in just one department or one area of the company.  Here are three common levels where VoC action should be taking...

Customer Culture & Corey's Story

During Walker’s recent Customer Experience summit in San Diego, we focused on two major releases from Walker experts –  Customers 2020 which looks into the future of B-to-B customer experience,...

Do you have what it takes to be a customer intelligence advocate?

According to Walker’s Customers 2020 study, the role of the CX professional is changing. (This study is focused on how the customer experience industry will look in the year 2020.) Several emerging...

Do you know what problem you are trying to solve?

One common challenge customer-focused leadership faces is identifying the real issue. This isn't just a challenge reserved for customer strategists. It is a challenge faced by many leaders. Knowing...

Not the P word!

My family and I celebrated the U.S. Independence Day at a nearby amusement park. We spent the day at the water park and afterward, went to our hotel, had dinner, and then went back to the amusement...

When to add VoC to compensation plans

Companies should consider adding customer feedback into the incentive compensation plan when they want to... Create a culture of customer-focus: Creating a culture change takes time and building...

Does your VoC program have room for more wine?

Have you seen this e-card yet? For some reason it got me thinking about customer retention strategies and the role of customer focused leadership. Here's what I mean: Glass is half empty:  This view...

Goal setting - The one criteria that is often overlooked

One of the common challenges we hear from customer strategists is centered around taking action. People will say things like, "How do I get people to pay attention?" "When I share results from...

The unique perspective of the channel

While Channel Partners are customers too, unlike the traditional customer, partners are able to provide a unique perspective. When it comes to Voice of Partner versus Voice of Customer survey...

Do you know what problem you are trying to solve?

One common challenge customer-focused leadership faces is knowing the right question to answer or problem to solve. This isn't just a challenge reserved for customer strategists. It is a challenge ...

For customer focused leadership, be innovative....and lean

Many companies struggle when it comes to actually enhancing the customer experience. Even after customer initiatives are planned, time may pass and leaders wonder why customer scores aren't improving....

When choosing vendors, do companies 'right-size'?

B2B vendors are selected for reasons that vary by buying sector and company. Vendor size wouldn't always be on a company's short list of decision criteria, but I believe the size of the vendor plays...

Surviving a Double Dip

Are we or aren’t we headed for a double-dip recession? Hard to say, especially since most of us feel like we never left the first recession. So how about this premise: It doesn’t matter. For...

This is Not About Baseball

This might start to sound like another sports story and candidly, it involves a sports team, the Chicago Cubs. But it is not a story about baseball, it is a story about loyalty. And let me tell...

Where to Spend, Where to Cut

When we are faced with uncertain times, the most important decisions we must make are centered around resource allocation. It usually boils down to answering this 2-part question: Where should we...

Action Trumps Everything

Once again, Willow Creek Association put on a tremendous Global Leadership Summit last week. As soon as Len Schlesinger started his presentation, I knew I was in for a whirlwind of new ideas and...

So Where are the Customer Initiatives?

I wonder if you can't quickly check true customer focused leadership by simply looking for tangible evidence -- the initiatives, projects, metrics, etc., designed to deliver more value to customers....

The CEO and customer strategy

I think there are three types of CEOs when it comes to voice-of-the-customer strategies:The kind that are focused on other things - financial management, operational efficiency, or any number of other...