The Validation Comfort Zone

The evolution of what customer experience initiatives are like today has seen many changes, from companies who were focused on executing a survey to understand how satisfied customers were...

Creating Extraordinary Experiences from a Tsunami of Data

There are pieces of customer information lurking in every area of today’s companies and while there are a host of reasons to capture data, one thing is clear. Many B-to-B companies haven’t figured...

Time for a talk with your survey?

Surveys have long been the standard for gathering customer insights. And with good reason! They are easy to issue, a great way to obtain feedback, secure ratings, establish performance benchmarks, and...

Strategies to become easier to do business with

There are strategies companies can establish to speed the development of simpler methods and promote ease of doing business. These strategies are: Organize effectively - Work to compensate...

Putting the Pieces Together for a Holistic Customer View

Right out of the gate it was clear why the software as a service company was embarking on their customer experience journey. As the Chief Customer Officer explained at the VoC kick-off meeting, they...

Customer Experience Analytics - The Next Generation

This week, Walker is out in Las Vegas with EMC, a leading cloud computing, big data and IT solution provider, who are hosting their biggest annual gathering of customers and partners - EMC World...

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...

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...

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...

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...

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....

Mitch and Abby

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 story...

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...

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...

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...

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...

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...

Survey Says ...

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 company -...

Tips to effectively work with Quality

People in Quality roles need customer intelligence that will align with internal metrics, but offer an external perspective. They need confidence that their efforts will result in a return for...