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 […]

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 […]

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 […]

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 […]