Tips to working with company leaders

Leadership buy-in and involvement has become the most crucial success factor for making business changes. Here are some tips to effectively work with the leaders in your company: First, gain their...

The right customer strategy

Does your company have the right customer strategy? If you are not sure, the following questions will help you: Is there a mandate from executive management? Is there a documented customer strategy in...

3 Key Elements of Successful Action Teams

Getting the right team in place is critical to be successful in taking action on customer feedback. Though that may seem easier said than done, there are a few foundational elements to keep in mind....

CX Storytelling - 8 questions to understand your audience

As customer experience leaders we're often called upon to make presentations to help our colleagues better understand and serve our customers. These often involve the presentation of survey...

How to make the data come alive

If you are going to put time and attention toward understanding and improving the customer experience, you must consider how the insights will be communicated throughout the organization. It...

Ten Quotes For CX Professionals

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 Creating...

Key steps for communicating action

Properly communicating the action you plan to take from customer insights is crucial. Follow these key steps when making your communication plans: Define your audience – identify, prioritize, plot,...

Process for taking action

Do you struggle with taking action on Voice of the Customer? This is a common challenge with most companies. Here are some quick steps to help you: Conduct root cause analysis Provide training on how...

Tips to building a network

It is critical that organizations have a network in place to manage customer-focused initiatives and serve as catalysts for change in the organization. Here are some tips for how to build a...

The right culture

Does your company have the right culture to drive results? If you are not sure, the following questions will help you know for sure: Is your leadership supportive? Is your company focused...

Key uses of the journey mapping output

A customer journey map is a visual representation of the ways in which a customer interacts with a company, a product, or a service. Customer journey maps can be used in the following ways:...

Three approaches to measuring ROI

Measuring your return on the investment of your customer program is key to capturing the attention of the company leaders. Here are three approaches to measuring ROI: Risk – How do financials...

A Simple Guide to Generating Ideas

Coming up with ideas to improve the Customer Experience is not as difficult as you might think. In fact, I recently saw a Customer Experience team generate over 100 ideas in less than an hour! We used...

The Customer Intelligence Advocate

Does your team have a Customer Intelligence Advocate? The Customer Intelligence Advocate is responsible for supporting the use of customer intelligence within their part of the business....

CX leaders - What's your story?

Customer experience leaders are often called upon to do presentations. But what they deliver should be a story.  What's the difference? PRESENTATION: What comes to mind when you are asked to deliver a...

Sea Island: Exemplifying the Employee Customer Link

Last year I had the pleasure of working with Sea Island to measure employee/team member perceptions of working for Sea Island.  Sea Island is an amazing resort on the coast of Georgia where the rich...

Building blocks to CX program design

The way your Customer Experience initiative is designed needs to be intentional. Here are some helpful building blocks to follow: Goals: VoC architecture should be built with the overarching goals and...

Common obstacles with using customer insights

Every customer strategist has the responsibility to make sure the voice of the customer gets put to use. Here are some common obstacles that could be encountered with getting your company to use...

Characteristics of effective self-service

Customers expect an easy experience. For B-to-B companies to successfully simplify the customer experience, effective self-service tools for customers to access is a must have. Here...

Customer Experience in 2039?

I just finished reading our company's Report to Stakeholders and noticed a closing message from our CEO Steve Walker, "I look forward to celebrating our centennial in 2039." Really -- what will CX...