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...

The right change

Is your company able to make change based on customer initiatives you have in place? If you are not sure, the following questions will help you: Are people in your company open to change? Are measures...

Strategies to become easier to do business with

There are strategies companies can establish to speed the development of simpler methods and promote ease of doing business. These strategies are: Organize effectively - Work to compensate...

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...

Seven myths about driving results

One of the most challenging aspects of any customer program is taking action on results. Here are seven myths that can get businesses distracted from driving the most effective business results: It’s...

Tips for measuring ROI

One critical aspect your Voice of the Customer program is about proving the return on investment. Here are some tips with measuring ROI: 1. Make certain you get the financial information built...

The customer experience role in data governance

Data Governance is a continuous organizational process that establishes guidelines for managing corporate data and improving data quality. Customer experience professionals should influence data...

Key steps for communicating action

Properly communicating the action you plan to take from customer insights is crucial. Follow these key steps when making your communication plans: Define your audience – identify, prioritize, plot,...

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...

CX leaders - What's your story?

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...

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...

Five steps for engaging in data governance

Data Governance is a continuous organizational process that establishes guidelines for managing corporate data and improving data quality. It includes collaboration between technology, business...

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....

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...

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...

Using results to implement change in the company

The right culture, a solid strategy, good intelligence, and action – all are good, but they don’t always guarantee that change will occur. Follow through is important to ensure that change...

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...

Tips to effectively work with Product Managers

Product Managers have a wealth of information at their fingertips and a plethora of metrics that they track. However, their list of metrics may not include customer intelligence data – and that is...