For CX professionals to be responsive to ever-changing market
demands, they must transition from being responsible for customer
listening to being the strategic architect of customer experiences.
Having the right tools available will give you the best chance to
understand customer issues. The survey is no longer the only answer
to gain customer insight. Consider the following: Company Metrics...
Does your company have a culture that demonstrates their commitment
to customers in their everyday actions? At Walker, we have a
framework for helping companies create customer-focused action. We
When making a presentation, it helps to be a good storyteller.
Being a good storyteller gets people engaged and is a more
effective way to help people understand customer insights and take
Here are some of my favorite quotes for CX professionals. What are
your favorites? 1. "Unless someone like you cares a whole awful
lot, Nothing is going to get better. It's not." - Dr. Seuss
Several months ago I wrote a blog about paying employees to
leave. LocalJobNetwork.com radio read the blog and conducted a
short interview to dive into this topic into more detail. You
can listen to...
Recently, I had a billing issue that needed to be resolved with our
health insurance provider. I put off making the phone call
for days, and waited until one of those rare mornings where I had