To Boldly Go Where No CX Program Has Gone Before

I’m here in Las Vegas this week attending EMC’s customer and partner conference, EMC World, along with more than 15,000 other attendees from more than 100 countries.  This year’s theme...

CX Storytelling - Who's the Hero?

“You are not the hero that will save the audience; the audience is your hero” I really like that quote. It is from Nancy Duarte, a well-known consultant and author. Her firm, Duarte helps companies ...

Is Sentiment Analysis Worth the Effort?

This July, I'm presenting at The Sentiment Analysis Symposium in NYC. Over two days, industry experts and end users will share insights and learnings about emotion, tone, opinions, and attitudes. More...

Creating positive interactions for your customers

Customers expect positive personal interactions with your company. To ensure your people are effectively working with your customers, ensure they relay these characteristics: Account Teams...

Turning insights into change

Embedding insights you have learned into change involves having a technology infrastructure, analytic talent, and organizational commitment to implement or adapt systems or processes that people use...

The customer experience role in data governance

Data Governance is a continuous organizational process that establishes guidelines for managing corporate data and improving data quality. Customer experience professionals should influence data...

Tough Decisions

Wednesday of this week was the 150th anniversary of the death of President Abraham Lincoln. Lincoln was a complicated man and had a complicated presidency, presiding over the Civil War, signing...

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...