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
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...
Stick with me long enough to read this story and think about the
lessons that might apply to you or to your business. I promise I
will get you there, but this is a story I need to tell. It’s a
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...
Many of our clients use surveys to help them understand part of
their customers' experiences. Typically, these surveys include
sections that ask about different functional areas within the
Customer Experience Professionals, may I ask, how is your Voice of
the Customer program going? Are you content? Are things
just humming along and don’t require a lot of attention? Do you
feel like you...
Customer Experience (CX) leaders find themselves uniquely
positioned to foster collaboration between functions and with
customers. As one example, CX often builds an advocacy network of