Five things I like about the CXPA

The Customer Experience Professionals Association (CXPA) is a global, non-profit organization that has helped solidify Customer Experience as a necessary and critical role profession. As one of the...

Are Customer Engagement and Customer Experience the Same?

The short answer is, no. The Customer Experience is like an umbrella. It encompasses the interactions, feelings, and perceptions that customers have with a brand, its products, people, and processes....

What is customer engagement?

Customer engagement is a relatively new term in the Customer Experience world, but unlike survey metrics like NPS (Net Promoter Score), ACSI (American Customer Satisfaction Index), and the...

How Uniquely Valuable are the Best Strategic Account Managers? -- 'Count the Ways...'

In thinking about the best account managers; those managing growing, profitable customer accounts, thoughts naturally go to being skilled in communicating, relationship-building and sharing product...

Survey Says ...

Many of our clients use surveys to help them understand part of their customers' experiences. Typically, these surveys include sections that ask about different functional areas within the company -...

Three tools to help business segments drive results

The following tools are recommended to make it easy for business segments to identify if there are issues that need addressed or opportunities to leverage: Key Driver Analyses: Identify which areas...

Most common areas in the company to drive results

Customer experience leaders looking to have broad impact should engage with business leaders in the following areas: Sales, including account management and sales operations Support, including...

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...

Visualizing complex relationships

The graphic above has been called the best statistical graphic ever drawn. It is Charles Minard's infographic of Napoleon's failed invasion of Russia in 1812-1813. It is ultimately a map overlaid with...

Is your leadership supportive of customer initiatives?

To know if your leadership is supporting the customer initiatives from your Voice of the Customer program, ask yourself the following questions: Is the CEO aware and engaged? Is the board informed...

Tips for communicating with customers

Customers will want to do business with companies that provide a consistent, informed and superior experience across all channels of communication, taking into consideration that customers will...

Three tips to help rise above the clutter

Here are three tips for getting people to take notice in the customer experience initiatives: Brand it. Come up with a good name and logo to represent your customer experience initiative. Too often...

Defining Big Data, it's all about the analytics

As is true of most analytic types, I've grown tired of the hype and hub-bub surrounding Big Data, but I love having lot's of data to analyze. So, I am accepting of the furor for the fact that it...

Foolish CX: Don't Be Tricked by Text Analytics

Does your text analytics implementation or VoC program seem like a joke? If so, maybe you're falling for one of these blunders: Not listening appropriately: Not all data is created equally. Having...

3 Suggestions for Tackling Text Analytics

Text analytics certainly has left me scratching my head a few times. Aside from figuring out what it even is, learning how to work with it took excessive time, patience, and - let's be honest here -...

Approaches to Innovation

Today I read an article in the Harvard Business Review (Jan-Feb 2014 Issue) titled “The New Patterns of Innovation” by Rashik Parmar, Ian Mackenzie, David Cohn, and David Gann.  The premise of the...

Price Perceptions

Today I read an article in the Journal of Marketing (November 2013 issue) titled “Low Prices are Just the Beginning:  Price Image in Retail Management” by Ryan Hamilton and Alexander Chernev.  The...

Customer Experience Promoting Collaboration

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 leaders from...

Big data

Companies today are challenged with having an overabundance of information about their customers. Here are some tips to help you manage the problem of Big Data: Focus on something customers and the...

"I'd rather do it myself!"

The 1960's housewife screamed, "Mother, I'd rather do it myself!" to her mother or in-law trying to help in her kitchen. I remember how this byline in a headache medicine commercial was repeated...