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...

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...

Making an Impact and Telling About It

The question,“What impact is the CX program making on our business?” is being asked of customer experience professionals more and more. The immediate thought is to demonstrate the financial return of...

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...

Five things I like about the CXPA

The Customer Experience Professionals Association (CXPA) is a global, non-profit organization that has helped solidify Customer Experience as a necessary and critical role profession. As one of the...

Telling the CX Story

Apple product launches have become highly anticipated events. Of course this is due primarily to the products themselves, and eager customers wanting to confirm all of the rumors leading up to...

The ROCX (Return on Customer Experience)

There are a lot of ways to explain "Customer Experience." You can use analogies, comparisons, an elevator pitch...you get the idea. Regardless of your approach, the best way to draw attention is...

Working on your customer experience fitness

There is no doubt that more and more business-to-business companies are focused on creating a competitive advantage through the experiences they deliver to their customers. But, what does this really...

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...

Are Customer Engagement and Customer Experience the Same?

The short answer is, no. The Customer Experience is like an umbrella. It encompasses the interactions, feelings, and perceptions that customers have with a brand, its products, people, and processes....

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 -...