Greg Tucker
Delivering your On-Brand Experience – the key to growth
Every company talks about how important their “Brand” is, but we have found that many companies aren’t sure how well – or how consistently – their Brand Experience is being delivered or the impact of delivering an off-brand experience. Few can say that...
Is your Voice-of-the-Customer program Strategic? or Tactical?
Many companies have voice-of-the-customer efforts in place, making large investments in VoC systems like Medallia or Qualtrics and the staff to generate monthly dashboards and reports. Typical efforts cover dozens if not hundreds of customer experience contacts across a variety of touchpoints, providing...
3 Reasons Why Your Company Needs an Employee Journey Map
Leaders across virtually every industry want to increase employee engagement and lower attrition, especially as millennials continue to dominate the workforce. This is obviously a huge challenge to the Human Resources department, but the ramifications of disengagement reach all the way to the top...
Connecting Research to Results #4 – Where is your brand loyalty leaking from your...
With over $600 Billion spent on advertising to create brand awareness, drive prospect conversion and build customer loyalty, surprisingly few companies track the brand loyalty throughout their customer’s experience with them to learn where loyalty is “won and lost”. Our customer journey research...
Customer Engagement during the COVID Pandemic – a case study
Customer engagement was thrown into a whirlwind when the COVID-19 pandemic hit in March 2020. Sales and Marketing departments were faced with a wide range of unprecedented challenges – how should they reach out to their customers and prospects? Were they still...
The Patient Experience – COVID pandemic fears and solutions
The COVID pandemic has frozen many industries, but one that urgently needs attention is the healthcare industry. With over 2 million infected people in the US there is a great deal of fear and concern about visiting hospitals and other healthcare facilities by...
Connecting Research to Results #2 – Where revenue is leaking from your customer lifecycle?
With over $46 Billion spent on market research companies last year, the impact on business results is still elusive. Which answer would you select to score how well your research and insights efforts impact business results? 1. We have a ton of data...
Connecting Research to Results #1 – Where (and why) prospects are leaking from your...
In a recent conference with insights professionals, the discussion came up about how to use research and insights efforts to impact business results. For a third of the group, the conversation resembled “do what?”. For another third, the response was “that would be...
Six Common Employee Experience Hurdles that Lead to Attrition
For the last 10 years, our company has helped global enterprises and emerging companies rethink their customer experiences to deliver their brand promise. We inevitably discuss how to deliver an employee experience that enables the customer experience – and how to improve employee...
If your CX program wants to be the MVP, it better have an ROI
Customer journey mapping is the popular concept right now for many companies. But most aren’t having much impact with the C-Suite. As a CMO and C-Suite member for several billion-dollar enterprises, I saw that having a great customer journey map just isn’t...
CX Visioning: Why your Customer Journey Map isn’t rockin’ your C-Suite
CX Visioning: Why your Customer Journey Map isn’t rockin’ your C-Suite Customer journey mapping is the popular concept right now for many companies. But for many companies, it isn’t having the impact that it deserves with the C-Suite. As a CMO and...
5 ways to make your C-Suite commend – not criticize – your Customer Journey...
Customer journey mapping is the popular concept right now for many companies. Why wouldn’t it be – it provides critical insights on a major company asset and a cross-functional perspective that can align leaders from many organizational silos. Fantastic? So why...