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...

Common mishaps for Customer Experience (CX) strategy

There are many reasons customer strategies can fail; however, being mindful of these potential mishaps can help you maximize your probability of success: CX program is not aligned with...

How CX can support executive sponsors

Executive sponsor programs are becoming increasingly more popular and valuable for B-to-B companies. These programs pair executives from the customer and provider-sides with the intent of building...

Putting the Pieces Together for a Holistic Customer View

Right out of the gate it was clear why the software as a service company is embarking on their customer experience journey. As the Chief Customer Officer explained at the VoC kick off meeting, they...

Fundamentals for your VOC program

Some of the fundamental aspects of building a Voice of the Customer (VOC) program include: You need to define success. If you don’t know what success looks like, then the effort to improve...

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...

Customer Voices Inform VOC Roadmaps

If you’ve read my other blogs from EMC World this week ("To Boldly Go Where No CX Program Has Gone Before"  and "Customer Experience Analytics - The Next Generation"), you’ll have seen that EMC’s...

Customer Experience Analytics - The Next Generation

This week, Walker is out in Las Vegas with EMC, a leading cloud computing, big data and IT solution provider, who are hosting their biggest annual gathering of customers and partners - EMC World...

To Boldly Go Where No CX Program Has Gone Before

I’m here in Las Vegas this week attending EMC’s customer and partner conference, EMC World, along with more than 15,000 other attendees from more than 100 countries.  This year’s theme...

CX Storytelling - Who's the Hero?

“You are not the hero that will save the audience; the audience is your hero” I really like that quote. It is from Nancy Duarte, a well-known consultant and author. Her firm, Duarte helps companies ...

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...

Tough Decisions

Wednesday of this week was the 150th anniversary of the death of President Abraham Lincoln. Lincoln was a complicated man and had a complicated presidency, presiding over the Civil War, signing...

3 Key Elements of Successful Action Teams

Getting the right team in place is critical to be successful in taking action on customer feedback. Though that may seem easier said than done, there are a few foundational elements to keep in mind....

CX Storytelling - 8 questions to understand your audience

As customer experience leaders we're often called upon to make presentations to help our colleagues better understand and serve our customers. These often involve the presentation of survey...

How to make the data come alive

If you are going to put time and attention toward understanding and improving the customer experience, you must consider how the insights will be communicated throughout the organization. It...

Ten Quotes For CX Professionals

Here are some of my favorite quotes for CX professionals. What are your favorites? 1. "Unless someone like you cares a whole awful lot, Nothing is going to get better. It's not."  - Dr. Seuss Creating...

A Simple Guide to Generating Ideas

Coming up with ideas to improve the Customer Experience is not as difficult as you might think. In fact, I recently saw a Customer Experience team generate over 100 ideas in less than an hour! We used...

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...

Building blocks to CX program design

The way your Customer Experience initiative is designed needs to be intentional. Here are some helpful building blocks to follow: Goals: VoC architecture should be built with the overarching goals and...