In this course, customer experience expert Jeannie Walters walks you through creating a positive customer experience. Jeannie explains how to understand your customer’s end-to-end experience, or customer journey, and goes over the steps to build an effective customer experience strategy.

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Traditional business education and even standard […]

Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior. Past behavior might be helpful for predicting future successes, but what if the context or the entire environment changes from the past to the future? In one study by Concentric, 99% of […]

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? Customer interviews […]

What Does Customer Research Mean to You? When you hear the term customer research, what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs, with […]

Voice of the Customer: An Overview Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. No, the secret to success isn’t mind-reading. It’s a Voice of the Customer program (VoC). Why Implement a Voice of the Customer Program? Your VoC program can allow […]