Designing and managing a customer experience initiative that serves
a vast organization is a significant undertaking. The scope and
importance of such programs warrant having a team with the
Customer information exists in nearly every functional area of
today’s companies. Attempting to seek out, evaluate and integrate
the relevant sources of customer information provides real value.
Arrival – What will be the first impression? Set the room up in a
way that makes it clear from the moment people arrive that this
will be a well-organized session. Make sure the room is neat and
For CX professionals to be responsive to ever-changing market
demands, they must transition from being responsible for customer
listening to being the strategic architect of customer experiences.
Engaging various stakeholders and motivating them to act is a
common challenge among customer intelligence professionals. What
motivates people to take action? Action plans that motivate should
Having the right tools available will give you the best chance to
understand customer issues. The survey is no longer the only answer
to gain customer insight. Consider the following: Company Metrics...
A customer journey map is a visual representation of the ways in
which a customer interacts with a company, a product, or service.
Here are some tips to keep the journey map alive: Monitor
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:
Many companies overlook branding their customer intelligence
program. What often occurs is the program being called something
generic like, “The Customer Survey,” or even “The Walker Survey.”
There's nothing like hearing a customer thoughts and opinions in
their own words. I believe that's why we've seen an uptick in the
use of qualitative methods to gather customer insights. I