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Beyond Surveys: 5 Methods to Learn More About Your Customers

Do your customers know you are really listening to them? These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and ideas. It’s quite likely that customer surveys have provided a valuable reference point for any other feedback-gathering initiative your organization has taken. When you are ready […]

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CX Can Make 2017 the Finest Year Yet for Your Brand: 3 Ways

Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Perhaps more importantly, what should we as CX professionals consider about the brand? It’s no secret that the New Year is when most of us slow down for a moment to […]

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A Tool For Positive Change: Five Tips for Building a Customer Journey Map

Building a great journey map is not easy. In our experience, the best approach is to make the initial investment in a holistic map and its supporting customer data, and then drill down to solve transactional issues in the next phase. Holistic maps help us take the customer’s view—and that’s not always easy for a […]

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Still Just Upgrading Touchpoints? Create Future Journey Maps for Real Value

These days everyone is trying to better understand their customers’ needs and preferences. Armed with this knowledge, organizations can better prioritize the customer experience and build more loyal, long-term customers. As part of this process, there’s real value in mapping customer journeys. These maps help illustrate the interaction between company and customer at every point […]

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10 Lessons Learned from Voice of the Customer Trenches: How to Design and Build a Great Survey

Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from customers and consumers, surveys serve as a very important tool in collecting and managing feedback.  As an experienced CX professional, I can tell you firsthand […]

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3 Ways CX Can Make 2017 the Finest Year Yet for Your Brand

Tis the season to take stock of where things are—and CX programs are no exception. The New Year is a good time to ask if your organization’s customer experience is reflecting well on your brand. Is there room for improvement? Over the years, one question has become an integral part of my process of closing […]

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Cultural Change: 5 Ways to Empower Employees with Customer Insights

Not too surprisingly, employees do better work when they have access to what customers are thinking. So, how do you apply everything you’ve learned about customer wants and expectations to the front lines—where it makes the most difference? I’ve spent many years leading customer experience efforts and learning valuable lessons. In my latest article for […]

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Cultivating Leadership Support for Customer Experience: 5 Ways

Executive boards and senior leadership teams represent a variety of personalities and management styles, but one thing they definitely have in common is this: they’re busy. A customer experience (CX) program cannot thrive without broad-based organizational support, so here’s how to keep CX front-and-center in the busy lives of leadership teams and sponsors. Communicating the […]

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How to Design and Build a Great Survey: 10 Lessons Learned from Voice of the Customer Trenches

Never before has the voice of the customer been more important—and surveys are at the core of our feedback efforts. They provide a great opportunity to discover what our customers think of what we do—and what their expectations are. Surveys offer the facts on which we build our CX efforts. What we learn from our […]

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3 Things You Didn’t Know About Customer Experience

As we celebrate CX Day and National Customer Service Week (NCSW), I thought it would be a good time to share some secrets of the trade and build on the great insights from Ryan Hollenbeck’s blog yesterday. First, let’s talk about the definition of Customer Experience Management. According to Paul Greenberg, Managing Principal, The 56 […]

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