Category: Strategy and Best Practices

4 Steps to Designing a Listening Architecture

Posted on September 25, 2018 - Strategy and Best Practices, Voice of the Customer

To get a deep understanding of customer needs and expectations, a robust and meaningful Voice of the Customer (VoC) program needs to be in place to collect the insights needed to drive CX strategy. But, just as a builder wouldn’t build a home without a blueprint, you shouldn’t build a VoC system without a plan.

Customer Experience: What It Looks Like When It Works

Posted on June 6, 2018 - Strategy and Best Practices

Customer experience has come of age. It is now commonly accepted as a key differentiator right alongside product innovation, service and price. A lot has been written on the challenges and failures of CX. In this post, we focus on where CX works best with a goal of sharing a couple ideas that we can all use.

Who is your CX Architect?

Posted on May 31, 2018 - Strategy and Best Practices, Voice of the Customer

Just as if you were looking to design a new home for your family, we see the need for architects in CX. People who will take the time to understand your needs, preferences and intentions on how you plan to use the space – or, in the case of CX, use the insights.

Execs Don’t Take Surveys

Posted on April 2, 2018 - Strategy and Best Practices

Let’s just be honest. C-level leaders don’t take a lot of web surveys. But that doesn’t mean that we don’t NEED their feedback. It also doesn’t mean they don’t WANT to share feedback. Without it, sometimes we’re looking at a very incomplete picture of the customer experience.

Infographic: Customer Expectations for Ease

Posted on December 7, 2017 - Strategy and Best Practices

It’s hard to believe the easy button has been around for more than 12 years. Introduced in August 2005, Staples set the expectation for ease as its competitive advantage – and the company was not alone.

Infographic: Speed is of the Essence

Posted on November 27, 2017 - Strategy and Best Practices

Unlike the topic of personalization, it’s hard to have a conversation with customer experience professionals and not talk about speed. Companies are being challenged daily to “hurry up.” In the original Customers 2020 report, we predicted that immediate gratification won’t be fast enough; backed up by our latest Customers 2020 research, this prediction couldn’t be more true. Customers want companies who can resolve their issues and anticipate future challenges.