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...

Characteristics of effective self-service

Customers expect an easy experience. For B-to-B companies to successfully simplify the customer experience, effective self-service tools for customers to access is a must have. Here...

Customer Experience in 2039?

I just finished reading our company's Report to Stakeholders and noticed a closing message from our CEO Steve Walker, "I look forward to celebrating our centennial in 2039." Really -- what will CX...

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...

Roles to help unravel Big Data

Companies today are challenged with having an overabundance of information about their customers. Managing and obtaining insights from Big Data involves multiple roles. Solution Seeker: This is...

The customer experience professional

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 likely to...

Extraordinary customer experiences

Does your company deliver extraordinary customer experiences? How does an extraordinary experience happen?  One great tool to help answer these questions is a journey map. A journey map provides a...

Storytelling lessons from church

If you are a customer experience professional then you are likely called upon to make a number of presentations. And if that is the case, it helps to be a good storyteller. After all, people...

Tips to Effectively Work With Executives

Executives need to see customer experience scores regularly and use these in the mix of performance metrics to run the business. They specifically looks for evidence of issues and resolution. They...

Mind-numbing Consistency and CX

Recently, my daughter's swim coach had a parent meeting. During the meeting he talked about one of his coaching philosophies, which the described as mind-numbing consistency. For him,...

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...

Practice What You Preach

As with anything in life, it's easier to say things than do them. And, customer experience is no different. It is easy to say companies must improve customer experiences in order to create...

Now, There’s a Day for Everything

Today is CX Day. The day we celebrate customer experience professionals. Although this is not one of those holidays created by companies to sell more greeting cards, it is proof that we have a day for...

Customer experience roles of the future

With changing customer demands, the roles and responsibilities of the customer experience team will need to evolve to include the following roles: Chief Customer Office (CCO) - there must be someone...

EMC - A company that gets it

When it comes to the application of customer experience strategies, companies tend to fall into one of three camps: Customer experience, huh? These companies are clueless. They don't understand why a...

Why You Might be Interested in Customer Engagement

You have likely started to hear about Customer Engagement. Leslie Pagel defines what we mean at Walker by Customer Engagement here.  And, she compares "customer experience" to "customer engagement" in...

Tips to effectively work with Technical Support

People in Technical Support roles need immediate access to customer information that will help them understand previous issues as well as the customer’s perspective on how each issue was resolved....