How CX can support executive sponsors

Executive sponsor programs are becoming increasingly more popular and valuable for B-to-B companies. These programs pair executives from the customer and provider-sides with the intent of building...

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...

Seven myths about driving results

One of the most challenging aspects of any customer program is taking action on results. Here are seven myths that can get businesses distracted from driving the most effective business results: It’s...

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 ...

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...

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...

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 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...

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...

Tips to maximize change

While few insights seem to actually drive action, here are some tips that will maximize the likelihood of an insight resulting in change. Training: Use more engaging training methods, such as practice...

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...