Have you started planning for CX Day?

Did you know that Customer Experience (CX) has an official day? It's the day we celebrate the companies and individuals who focus on creating a competitive advantage through the experiences...

Is Your VoC Program in Need of An Overhaul?

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...

Accelerators to help drive results

Accelerators get you where you need to go in a faster, more efficient way. These are the techniques, tactics, and tools that will speed up your journey to results and make it less painful. Goal...

Three activities for engaging company leaders

Focus on these three activities to gain support from senior leaders: The payoff - show senior leaders that customer-focused actions have an impact on the business. The plan - Share the framework for...

Five questions to ask before you take action

Here are five key questions all Customer Experience (CX) professionals must ask. Do we have the right culture? Possibly the toughest aspect to control is the culture of the organization. The company...

The role of social media in CX

Social media can increase the value of CX by enriching the content, quality, and speed of insights delivered. However, before getting involved in social media activities, CX professionals must have...

Is your leadership supportive of customer initiatives?

To know if your leadership is supporting the customer initiatives from your Voice of the Customer program, ask yourself the following questions: Is the CEO aware and engaged? Is the board informed...

Paying Employees to Leave

I am sure many of you have read by now that Amazon pays employees $5,000 to leave.  Technically they borrowed this idea from Zappos.  The idea is once a year you basically have a buy out period and...

Two approaches to engaging your stakeholders

With so many gadgets and communication devices, it is easy to get disconnected. More and more conversations are taking place via e-mail, instant messaging, text messaging, etc. without sitting down...

Creating a holistic customer view

Customer metrics of the future will be highly customized and targeted. In an effort to create a holistic view of the customer, organizations should consider four factors: Product Usage - companies...

Two approaches to engaging your stakeholders

With so many gadgets and communication devices, it is easy to get disconnected. More and more conversations are taking place via e-mail, instant messaging, text messaging, etc. without sitting down...

Are customer issues visible throughout your company?

How do you know if customer issues are visible throughout your company? The following questions may help you answer this: Are customer issues featured in company-wide communications? Do the CEO and...

Using Video to Communicate Your Message

An effective method of communicating is to get your CEO or corporate sponsor to create a short motivational video. A personal message from the CEO will encourage employees to take notice of...

Tips to personalization

Customers will expect companies to know their business inside and out and use their knowledge to design products and services that create a “frictionless” experience. To do this companies must: Engage...

Foolish CX - What are our top blunders?

April Fools' Day will be here soon and I'm getting ready! No, I'm not planning any practical jokes to spring on my colleagues. However, we decided that for one day out of the year we could take a look...

Defining Big Data, it's all about the analytics

As is true of most analytic types, I've grown tired of the hype and hub-bub surrounding Big Data, but I love having lot's of data to analyze. So, I am accepting of the furor for the fact that it...

Engaging sales in customer feedback

Customer feedback programs can reveal new business opportunities.  When sharing new opportunities with Sales, focus on these three things: What is the opportunity Why is the lead “good” and worth...

TL;DR - Why Text Analytics Matters So Much

"Too long; didn't read."   Yup, sounds familiar. I'll admit that there are a few times this little phrase has flitted across my mind as I clicked from the middle of a 1,000-word article of substance...

3 Suggestions for Tackling Text Analytics

Text analytics certainly has left me scratching my head a few times. Aside from figuring out what it even is, learning how to work with it took excessive time, patience, and - let's be honest here -...

The need for speed

Speed is having a profound impact on companies. Take product innovation for example. The pace of innovation continues to accelerate giving customers more options and making customer relationships more...