Blog & Resources

Customer Engagement

CX Questions & Answers from the Experience Investigators Community

Have you joined one of our live sessions yet? They're free and give us a chance to connect live to talk about topics that matter to you and answer your questions directly. Not long ago, we did a presentation about ...
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Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? ...

What Customers Want Next: How to Find & Act on CX Clues

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 ...

Don’t Accidentally Sabotage Customer Experience — Do This Instead

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. ...

Learning Paths: What Are They, & How Can They Create Customer Experience Success?

“Customer service shouldn't just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos)  The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your ...

Customer Research: Overlooked & Underutilized Ways to Understand Customers

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 ...

Five Ways to Thank Customers — And How to Find Opportunities in Your Organization

Listen to this article When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant ...

Why a CX Mission Statement Matters — And How to Create One

Listen to this article How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands ...
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Personas, Interviews, Data & More: How to Know Your Customer

Listen to this article Does Your Organization Agree on Who Your Customer Is? My workshopping and consulting leads me to work with a wide range of clients with all sorts of goals. Often these goals are focused on updating and ...
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Improve Your Voice of the Customer Program: Focus on These 3 Things

My client walked me into the lobby of their shiny new headquarters. He exclaimed: "You'll love this! We have the Voice of the Customer on screens everywhere!" The first screen I saw, behind the receptionist, rotated between company logos, inspirational ...
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