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...

Storytelling lessons from church

If you are a customer experience professional then you are likely called upon to make a number of presentations. And if that is the case, it helps to be a good storyteller. After all, people...

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...

Tips to Effectively Work With Executives

Executives need to see customer experience scores regularly and use these in the mix of performance metrics to run the business. They specifically looks for evidence of issues and resolution. They...

Roles to help drive results

Regardless of size and structure of your company, there are several roles that can effectively drive results. Executive sponsor – A chief customer officer or senior executive that is the key...

Mind-numbing Consistency and CX

Recently, my daughter's swim coach had a parent meeting. During the meeting he talked about one of his coaching philosophies, which the described as mind-numbing consistency. For him,...

What Does Substantial Impact Mean To You?

One of our goals at Walker is for all of our clients to agree that their Customer Experience initiative is having substantial impact on their business. So, what is substantial impact?  The dictionary...

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...

Customer experience roles of the future

With changing customer demands, the roles and responsibilities of the customer experience team will need to evolve to include the following roles: Chief Customer Office (CCO) - there must be someone...

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...

Why You Might be Interested in Customer Engagement

You have likely started to hear about Customer Engagement. Leslie Pagel defines what we mean at Walker by Customer Engagement here.  And, she compares "customer experience" to "customer engagement" in...

Making an Impact and Telling About It

The question,“What impact is the CX program making on our business?” is being asked of customer experience professionals more and more. The immediate thought is to demonstrate the financial return of...

Paying Employees to Leave Part 2

Several months ago I wrote a blog about paying employees to leave. LocalJobNetwork.com radio read the blog and conducted a short interview to dive into this topic into more detail.  You can listen to...

Five things I like about the CXPA

The Customer Experience Professionals Association (CXPA) is a global, non-profit organization that has helped solidify Customer Experience as a necessary and critical role profession. As one of the...

The ROCX (Return on Customer Experience)

There are a lot of ways to explain "Customer Experience." You can use analogies, comparisons, an elevator pitch...you get the idea. Regardless of your approach, the best way to draw attention is...

Working on your customer experience fitness

There is no doubt that more and more business-to-business companies are focused on creating a competitive advantage through the experiences they deliver to their customers. But, what does this really...

Common sources of customer information

Do you use a wide variety of information sources to gain the best understanding of your customers? Here is a list of common sources of information you can use: Customer service interactions such...

Are Customer Engagement and Customer Experience the Same?

The short answer is, no. The Customer Experience is like an umbrella. It encompasses the interactions, feelings, and perceptions that customers have with a brand, its products, people, and processes....

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...