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...

The ROCX (Return on Customer Experience)

There are a lot of ways to explain "Customer Experience." You can use analogies, comparisons, an elevator pitch...you get the idea. Regardless of your approach, the best way to draw attention is...

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...

Working on your customer experience fitness

There is no doubt that more and more business-to-business companies are focused on creating a competitive advantage through the experiences they deliver to their customers. But, what does this really...

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...

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....

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...

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...

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...