From Market Researcher to Customer Experience Leader

Pink piggy bank with eyes and and bandaged crack - © Duncan Noakes - Fotolia.com

To start 2015, we are featuring some “Lost Gems” from 2014 — some great posts that deserved to get wider notice than they did the first time out. A vice president of market research for a financial firm shared a case study last week at the Marketing Research Association’s Corporate Researchers Conference about the steps he […]

The ROCX (Return on Customer Experience)

ROI

There are a lot of ways to explain “Customer Experience.” You can use analogies, comparisons, and elevator pitch ,… you get the idea. Regardless of your approach, the best way to draw attention is to “show me the money.” (Yes, that is a Jerry Maguire reference. I couldn’t resist.) When you talk to business leaders about […]

An Alternative to Customer Effort Score

customer service maze

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 seems logical. But, before you go adding another question to your Voice of the Customer program, take a step back and see if there are existing […]

In a Digital World, Measuring User Experience Is Vital to Brand Health

User experience interface elements

On October 15, Amy Chowdry of Answer Lab presented tips for preventing your brand’s heinous death by UX (User Experience). Answer Lab’s stated expertise involves researching user interfaces for desktop to mobile to ensure success. The key questions Amy raised include: What’s the business impact of user experience? How does user experience impact the brand? […]

The Marauder’s Map to the Customer Journey

map and magnifying glass

In a webinar last week, John Dalton, Forrester’s VP of Customer Experience, led us down a series of turns which collectively can help us better understand the journey our customers’ face when interacting with us. According to Dalton, over the last decade the concept of mapping how customers navigate through various touch points has gained […]

The Fourth V of Big Data

iStock-letter-V

As many of you may know, to the 3 V’s of Big Data (Volume, Velocity, Variety) has been added a 4th ‘V’- the concept of Veracity. Oh wait, apparently a 5th and 6th ‘V’ have been added – Value and Viability. A 7th? Not yet? It’s only a matter of time. I nominate vaticination. Since Veracity was suggested by […]

How to Link Your Customer Experience Program to Business Outcomes

money mechanism with gears

I recently attended the CXPA Conference in Atlanta, where I learnt that if we really want to obtain management’s long-term commitment to CX, we need to “Be Like Bob” – Bob Johnson, that is, President and Chief Service and Information Technology Officer at Sprint. Bob was the keynote speaker on Day 2 at the conference. […]

You Can’t Spell “Big Data” Without “V”

Venn Diagram of Velocity, Volume, Variety

If you’ve been alive and reading anything published in the last year, you’ve probably seen two terms – Big Data and The Cloud (a great name for an indie electronic synth-pop band, btw). I have to admit that every time I hear the term Big Data I picture a server room with network storage devices […]

Strengths and Limitations of the Customer Effort Score

Unhappy customer on phone

The Harvard Business Review article “Stop Trying to Delight Your Customers” espouses the Customer Effort Score (CES) as a superior predictor of customer loyalty as compared with two other widely used metrics—Customer Satisfaction (CSAT) and the Net Promoter Score (NPS). While the article on the whole offers strong, if not always unique, perspectives on the […]

5 Areas Where B2B Customer Experience Disappoints

office workers in office building at night

Ineffective and disorganized processes catering more to the company than its customer not only cause difficulty and frustration for customers, they detract from a company’s ability to be efficient – and in the end, more profitable. What will it take for firms to be more successful at “simple?” To help answer this question, Walker queried […]