Changing the Way We Do Things – Developing a More Proactive CX Culture

Let’s face it – we all resist change to a certain degree. In personal situations, while I struggle with change, I do feel that I am at least in control of my own decisions.  In a business context, we...

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...

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...

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...

The right customer intelligence

Is your company using customer intelligence appropriately? If you are not sure, the following questions will help you: Do you have access to the best sources of customer intelligence? Do you use...

Is Sentiment Analysis Worth the Effort?

This July, I'm presenting at The Sentiment Analysis Symposium in NYC. Over two days, industry experts and end users will share insights and learnings about emotion, tone, opinions, and attitudes. More...

Beware, predictive analytics can make you look like an idiot

If you apply predictive analytics to help make important decisions in your organization, I can guarantee that many people will think the predictions are wrong. In their mind, you (or your model)...

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...

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...

Common obstacles with using customer insights

Every customer strategist has the responsibility to make sure the voice of the customer gets put to use. Here are some common obstacles that could be encountered with getting your company to use...

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...

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....

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...

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...

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...