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...

Three tools to help business segments drive results

The following tools are recommended to make it easy for business segments to identify if there are issues that need addressed or opportunities to leverage: Key Driver Analyses: Identify which areas...

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...

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...

Tips to using analysis to help interpret customer intelligence

Do you conduct analysis to accurately interpret the customer intelligence you gather? Here are some tips to consider when using analysis: Make sure you are clear on what issues or problems you are...

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...

Is your voice of customer program book smart or street smart?

The most effective voice of customer programs are book smart and street smart.  Book smart programs emphasize things such as:  Intense focus on the numbers. Customer-focused metrics are integrated...

Most common areas in the company to drive results

Customer experience leaders looking to have broad impact should engage with business leaders in the following areas: Sales, including account management and sales operations Support, including...

Visualizing complex relationships

The graphic above has been called the best statistical graphic ever drawn. It is Charles Minard's infographic of Napoleon's failed invasion of Russia in 1812-1813. It is ultimately a map overlaid with...

15 questions to deliver easier customer experiences

Our firm recently published an interesting B-to-B focused report on the importance of making it easy for your customers to do business with your company. The report, The Value of Making it Easy ...

One tip for using text analtyics for survey responses

Today, companies that implement relationship and transactional surveys often rely on text analytics to synthesize and analyze customer comments. When using text analytics with survey responses, it's...

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...

The 5-Second Pause

I recently read an article on LinkedIn that recommends interviewers pause for 5 seconds after an interviewee answers a question. This allows the interviewee additional time to elaborate on a...

Three tips to help rise above the clutter

Here are three tips for getting people to take notice in the customer experience initiatives: Brand it. Come up with a good name and logo to represent your customer experience initiative. Too often...

Customer Experience Promoting Collaboration

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 leaders from...

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 -...