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...

Three objectives to sharing customer insights

After the customer data has been gathered, analyzed, and visualized and potential insight(s) has been discovered, the next step is to share it. There should be at least three objectives with...

Five steps for engaging in data governance

Data Governance is a continuous organizational process that establishes guidelines for managing corporate data and improving data quality. It includes collaboration between technology, business...

Roles to help unravel Big Data

Companies today are challenged with having an overabundance of information about their customers. Managing and obtaining insights from Big Data involves multiple roles. Solution Seeker: This is...

Tips to creating a business question

What is the real question you want your CX program to answer? Here are some tips to establishing the business question: Start with a clear understanding of what customers are trying to...

The customer experience professional

The role of a customer experience professional is to accelerate growth and profitability. To facilitate this goal, customer experience professionals must: Identify which customers are most likely to...

CX Metrics – What’s the Right Metric?

In my last blog, I posed the question “Should you be interested in customer engagement?” A great starting point is to review what’s working and not working with your current CX metric....

Thanking customers isn't an option

Every Voice of Customer (VoC) program should include a thank you message as a part of the communication plan. When crafting your next thank you message, consider these best practices: Video is a great...

Insights from Big Data

With the growing amount of data available in companies today, professionals are asking “How do we use this data to create meaningful insights that give us a competitive advantage?” Here are six steps...

Free Beer and New Concepts in Employee Perks

I was talking to someone in HR this week.  At one time, they were a trendsetter in terms of perks offered to employees.  However, they have not done anything really new or innovative in years, and...

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...