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
Customer experience leaders are often called upon to do
presentations. But what they deliver should be a story.
What's the difference? PRESENTATION: What comes to mind when you
are asked to deliver a...
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
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
Today is CX Day. The day we celebrate customer experience
professionals. Although this is not one of those holidays created
by companies to sell more greeting cards, it is proof that we have
a day for...
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...
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
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
Many of our clients use surveys to help them understand part of
their customers' experiences. Typically, these surveys include
sections that ask about different functional areas within the