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...
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
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
Customers will expect companies to know their business inside and
out and use their knowledge to design products and services that
create a “frictionless” experience. To do this companies must:
April Fools' Day will be here soon and I'm getting ready! No, I'm
not planning any practical jokes to spring on my colleagues.
However, we decided that for one day out of the year we could take
Before sending communications about your customer experience
initiative, start by defining the audience. Do this by answering
these three questions: Who needs to know about this? What are they
Speed is having a profound impact on companies. Take product
innovation for example. The pace of innovation continues to
accelerate giving customers more options and making customer
Like many, I've been watching the Olympics for the past week or so.
In particular, I have been intrigued with the coverage which
consists of cameras showing the competition from all kinds of