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....
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
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
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...
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
The role of a customer experience professional is to accelerate
growth and profitability. To facilitate this goal, customer
experience professionals must: Identify which customers are most
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