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 […]

Listen to this article There are times when it’s important to pause, calibrate, and plan for what’s next. The end of the calendar year is a great time for this, but there are others: The end of your fiscal year As you wrap one quarter and prepare for the next Before budgeting season Any time […]

Listen to this article What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than you realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better Provide the resources, tools […]

Listen to this article There’s something magical that happens in our brains when we draw. And yet many of us, myself included, don’t see ourselves as talented enough to draw outside of the occasional doodle to see if the pen is working. Customer experience success relies heavily on understanding our customers. And the low-tech technique […]

Listen to this article Customer experience is not always easy to define. In the early days, it was often described as the perception the customer had of your brand. Others define it as the buyer’s journey. Some use the term customer experience interchangeably with customer service or customer success. Customer experience is about the end-to-end […]

Listen to this article “I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B Healthcare Professional Services Manufacturing …So we can’t really do this or think about it […]

Listen to this article What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter, which is as meaningful today as ever. It’s […]

Listen to this article Employee Experience is Critical, and Smart Organizations are Taking Notice Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. There is no doubt the experience employees have, how engaged they are, and how well prepared they are has a direct […]

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 get it so right, so consistently? And others get it so wrong because there is […]