The Top Things You Thought Were True About CX

There are a lot of ideas out there about the role of CX in today’s environment.  In this blog, I discuss seven myths about CX that can get businesses distracted from driving the most...

Pumping Up the Volume

Do you ever feel like your Customer Experience efforts are getting lost in the corporate clutter? A Fortune Magazine article in 2012 indicated the average email user gets 147 messages per day – that’s...

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...

An alternative to customer effort score

The Customer Effort Score (CES) appears to be the new shiny object among customer experience professionals. With the urgency to simplify products and services, an attraction to this metric...

B-to-B companies need to create a new benchmark

One common question we hear from business leaders is, "How do our customer experience scores compare to others?" Having this comparison is valuable if you define "others" in broad terms. In the...

Have you started planning for CX Day?

Did you know that Customer Experience (CX) has an official day? It's the day we celebrate the companies and individuals who focus on creating a competitive advantage through the experiences...

Is Your VoC Program in Need of An Overhaul?

Customer Experience Professionals, may I ask, how is your Voice of the Customer program going? Are you content? Are things just humming along and don’t require a lot of attention? Do you feel like you...

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 ...

Survey Says ...

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 company -...

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...

Accelerators to help drive results

Accelerators get you where you need to go in a faster, more efficient way. These are the techniques, tactics, and tools that will speed up your journey to results and make it less painful. Goal...

Steps to build an effective customer advocacy network

Customer intelligence must be channeled through various individuals and departments to effectively drive results. To do this, customer experience professionals must build a strong support network....

Five questions to ask before you take action

Here are five key questions all Customer Experience (CX) professionals must ask. Do we have the right culture? Possibly the toughest aspect to control is the culture of the organization. The company...

The role of social media in CX

Social media can increase the value of CX by enriching the content, quality, and speed of insights delivered. However, before getting involved in social media activities, CX professionals must have...

Tips for communicating with customers

Customers will want to do business with companies that provide a consistent, informed and superior experience across all channels of communication, taking into consideration that customers will...

Tips to improve your visuals in communications

Visuals are a powerful way to communicate customer intelligence. There are so many different ways to visualize customer feedback. You can use graphs, bubble charts, customer comments, summary words,...

Creating a holistic customer view

Customer metrics of the future will be highly customized and targeted. In an effort to create a holistic view of the customer, organizations should consider four factors: Product Usage - companies...

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...