Extraordinary customer experiences

Does your company deliver extraordinary customer experiences? How does an extraordinary experience happen?  One great tool to help answer these questions is a journey map. A journey map provides a...

Five characteristics for good insights

Customer data can produce a variety of insights, but how do you know if those insights are worthy of sharing? Good insights should have these five characteristics: The insight provides a...

Storytelling lessons from church

If you are a customer experience professional then you are likely called upon to make a number of presentations. And if that is the case, it helps to be a good storyteller. After all, people...

Tips to Effectively Work With Executives

Executives need to see customer experience scores regularly and use these in the mix of performance metrics to run the business. They specifically looks for evidence of issues and resolution. They...

Roles to help drive results

Regardless of size and structure of your company, there are several roles that can effectively drive results. Executive sponsor – A chief customer officer or senior executive that is the key...

Mind-numbing Consistency and CX

Recently, my daughter's swim coach had a parent meeting. During the meeting he talked about one of his coaching philosophies, which the described as mind-numbing consistency. For him,...

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...

What Does Substantial Impact Mean To You?

One of our goals at Walker is for all of our clients to agree that their Customer Experience initiative is having substantial impact on their business. So, what is substantial impact?  The dictionary...

Practice What You Preach

As with anything in life, it's easier to say things than do them. And, customer experience is no different. It is easy to say companies must improve customer experiences in order to create...

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...

Now, There’s a Day for Everything

Today is CX Day. The day we celebrate customer experience professionals. Although this is not one of those holidays created by companies to sell more greeting cards, it is proof that we have a day for...

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...

EMC - A company that gets it

When it comes to the application of customer experience strategies, companies tend to fall into one of three camps: Customer experience, huh? These companies are clueless. They don't understand why a...

Why You Might be Interested in Customer Engagement

You have likely started to hear about Customer Engagement. Leslie Pagel defines what we mean at Walker by Customer Engagement here.  And, she compares "customer experience" to "customer engagement" in...

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....

Making an Impact and Telling About It

The question,“What impact is the CX program making on our business?” is being asked of customer experience professionals more and more. The immediate thought is to demonstrate the financial return of...

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...

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...

Telling the CX Story

Apple product launches have become highly anticipated events. Of course this is due primarily to the products themselves, and eager customers wanting to confirm all of the rumors leading up to...

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...