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Customer Listening Posts: Ask These Questions to Boost Your VoC Program

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts? Customer Listening Posts are specific tools, locations and …

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Customer Experience Planning: Ask These Reflection Questions

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year The end of your fiscal year As you wrap one quarter and prepare for the next Before budgeting season Any time changes demand …

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Customer Experience Planning Questions for a Brighter Future

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 …

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Customer Journey Mapping: Real-World Examples & Use Cases

Listen to this article Are Customer Journey Maps Really Necessary?   My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a journey mapping initiative. The C-Suite had heard her desire to understand customers better, but they couldn’t …

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Customer Experience Lessons from 2020: Experts Chime In

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from home with supporting their children’s education. Families dealt with loss and illness. And leaders had to navigate all these changes …

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7 Tips to Simplify & Improve Employee Journey Mapping

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 …

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An Introduction to Customer Journey Storyboarding

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 …

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4 C’s of CX Culture: How Well is Your Company Doing?

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 …

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3 Employee Experience Touchpoints That Impact Customer Experience

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 …

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How To Dispel CX Misconceptions & Miscommunication in Your Organization

Listen to this article What is Your Team Saying — And Hearing — When it Comes to CX? Customer experience is a broad, often misunderstood topic. To deliver consistent, positive experiences, you need consistent, positive communications. It’s difficult to change things for the better when there are pervasive falsehoods, fables and factually-questionable stories traveling throughout …

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