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 -...

Using results to implement change in the company

The right culture, a solid strategy, good intelligence, and action – all are good, but they don’t always guarantee that change will occur. Follow through is important to ensure that change...

Tips to effectively work with Product Managers

Product Managers have a wealth of information at their fingertips and a plethora of metrics that they track. However, their list of metrics may not include customer intelligence data – and that is...

Customer experience roles of the future

With changing customer demands, the roles and responsibilities of the customer experience team will need to evolve to include the following roles: Chief Customer Office (CCO) - there must be someone...

Tips to effectively work with Technical Support

People in Technical Support roles need immediate access to customer information that will help them understand previous issues as well as the customer’s perspective on how each issue was resolved....

Is the right team of individuals assigned to implement customer strategies?

How do you know if you have the right team assigned to help implement and drive customer strategies from your Voice of the Customer Program? These questions will help you: Is there an executive-level...

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...

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...

Common sources of customer information

Do you use a wide variety of information sources to gain the best understanding of your customers? Here is a list of common sources of information you can use: Customer service interactions such...

Three tools to help customer-facing teams drive results

The following tools make it easy for customer-facing teams to identify if there are issues that need to be addressed or opportunities to leverage: Predictive Analytics: Predictive analytics help teams...

Tips to using analysis to help interpret customer intelligence

Do you conduct analysis to accurately interpret the customer intelligence you gather? Here are some tips to consider when using analysis: Make sure you are clear on what issues or problems you are...

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...

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...

Is your company really focused on customers?

To know if your company is really focused on customers, can you answer yes to the following questions? Do customer issues take priority? Are market developments closely watched to constantly assess...

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...

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...

Steps to build an effective customer advocacy network

Customer intelligence must be channeled through various individuals and departments to effectively drive results. To do this, customer experience professionals must build a strong support network....

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...