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...

The Customer Intelligence Advocate

Does your team have a Customer Intelligence Advocate? The Customer Intelligence Advocate is responsible for supporting the use of customer intelligence within their part of the business....

CX leaders - What's your story?

Customer experience leaders are often called upon to do presentations. But what they deliver should be a story.  What's the difference? PRESENTATION: What comes to mind when you are asked to deliver a...

Sea Island: Exemplifying the Employee Customer Link

Last year I had the pleasure of working with Sea Island to measure employee/team member perceptions of working for Sea Island.  Sea Island is an amazing resort on the coast of Georgia where the rich...

Building blocks to CX program design

The way your Customer Experience initiative is designed needs to be intentional. Here are some helpful building blocks to follow: Goals: VoC architecture should be built with the overarching goals and...

Common obstacles with using customer insights

Every customer strategist has the responsibility to make sure the voice of the customer gets put to use. Here are some common obstacles that could be encountered with getting your company to use...

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...