Nancy Porte
For Real CX Success, Don’t Just Fix Potholes. Create Peak Moments
Where do CX practitioners go to get inspired? Customers, colleagues, peers in other companies, other industries, online communities like CustomerThink—all can share fresh ideas...
One-On-One CX: 5 Tips to Ensure First Responders are Great with Customers
I’ve talked with many CX practitioners who agree that we sometimes flip the age-old saying: We don’t see the trees for the forest.
By that...
Building Your 2019 Dream Team: 3 Tips for Staffing CX
As a customer experience (CX) professional, you are probably allotted a headcount for your team. What do you do with it? Here are some...
Connected Listening: 3 Tips to Meet the CX Challenges of Omni-Channel Communication
It’s essential CX practice today to offer customers a range of channels through which they can interact with you. But adding new channels is...
4 Ways to Align Customer Feedback and Product Innovation
Companies work hard to listen to the voice of the customer (VoC) and innovate based on what they hear, but passive listening isn't enough.
New Trends in Employee Engagement: Is Your Company Easy to Work For?
Today’s employees have high expectations from employers. How well you meet those expectations can make the difference not only in attracting new hires, but...
Intelligent Self-Service: Three Ways to Grow Consumer Comfort with Automated, Robotics-Driven Interactions
With Google at their fingertips and Alexa at their beck and call, today’s consumers are used to interacting with machines conversationally to get the...
Putting the Back Office Front and Center in Your CX Program
Companies are often so focused on front-line touchpoints with customers that they ignore the impact an incorrect bill, a late order or claim can...
Customer-Initiated Feedback: A New Window into the Customer Journey
In a world where customers are bombarded daily by digital information, sales pitches and surveys, CX professionals need new approaches for hearing the voice...
How to Partner with HR for CX Success
The terrain between HR and CX can be rocky without a strong partnership. Here are some tips on how CX and HR teams can...
3 Ways to Strengthen Your CX Program With Online Communities
Never underestimate your customers' ability to support each other and your CX program.
As companies and customer experience (CX) professionals evolve digitally, many have already...
How to Avoid Critical Survey Mistakes and Increase Response Rates in a Digital-First...
Customer preferences change frequently—especially when interacting with
...
A Day in the Life of an Executive Leading a “Customers for Life” Culture
In next-generation companies, senior execs put the voice of the
...
Setting Examples: How Senior Leadership Can Be Positive CX Role Models for the Workforce
Senior executives ‘walk the walk’ in firms that are truly
...
Customer Conferences: The Best Time of Year to Improve CX
Mini-journey mapping and other employee/customer engagement strategies
...
How to Build Mid-Management Mindshare for Your CX Program
You’ve scored big with C-level buy-in and you’re starting to engage the
...
Employee Advocacy is Not Enough. 3 Strategies to Create Empowered “CX Catalysts”
No matter how “e” or electronic your company, your employees need to...
Beyond Surveys: 5 Methods to Learn More About Your Customers
Surveys are great, but there’s still a lot to learn about your
...
A Tool For Positive Change: Five Tips for Building a Customer Journey Map
Whether transactional or holistic, journey maps need customer data to
be relevant and credible.
In last month’s article,...
Still Just Upgrading Touchpoints? Create Future Journey Maps for Real Value
Just upgrading a touchpoint is so 2016. Comparing current and desired
...
