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Three ways to move your Customer Experience program from Ordinary to Extraordinary

As Customer Experience (CX) leaders, we are in a position to build extraordinary CX programs that inspire and motivate our organizations to deliver an outstanding customer experience.  Here are a few suggestions to get you started thinking about how you can shift your CX program from Ordinary to Extraordinary:

  • Use surveys as a means to validate customer pain points.  Once validated, leverage operational metrics or transaction surveys as a means for tracking progress on related initiatives.

  • Use “big data” to analyze events that are likely to result in a dissatisfied customer.  Apply this in an automated way to proactively alert account owners of impending customer issues.

  • Instead of only tracking survey scores, track actions that the organization is undertaking to improve customer experiences and the resulting ROI.

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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