Kitty Radcliff
Kitty Radcliff
Kitty serves as the senior client service contact for assigned customer feedback engagements, with an emphasis on industry knowledge, research expertise and creation of valuable insights. She plays an active role with clients from the program design stage through project implementation, and into post-project activities.
We Are in Control of Our Destiny
The 5th Annual CX day celebration offers a good time to reflect on how our industry has and continues to evolve – and it is…
Putting the Pieces Together for a Holistic Customer View
Right out of the gate it was clear why the software as a service company is embarking on their customer experience journey. As the...
3 Key Elements of Successful Action Teams
Getting the right team in place is critical to be successful in taking action on customer feedback. Though that may seem easier said than done,...
A Simple Guide to Generating Ideas
Coming up with ideas to improve the Customer Experience is not as difficult as you might think. In fact, I recently saw a Customer...
CX Metrics – What’s the Right Metric?
In my last blog, I posed the question “Should you be interested in customer engagement?” A great starting point is to review what’s working...
Why You Might be Interested in Customer Engagement
You have likely started to hear about Customer Engagement. Leslie Pagel defines what we mean at Walker by Customer Engagement here. And, she compares...
Pumping Up the Volume
Do you ever feel like your Customer Experience efforts are getting lost in the corporate clutter? A Fortune Magazine article in 2012 indicated the average...
Is Your VoC Program in Need of An Overhaul?
Customer Experience Professionals, may I ask, how is your Voice of the Customer program going? Are you content? Are things just humming along and don’t require...
Start with the fundamentals
A customer experience expert recently provided some great advice in a best practice sharing session. Our expert was helping a counterpart from another company...
Do you have what it takes to be a customer intelligence advocate?
According to Walker's Customers 2020 study, the role of the CX professional is changing. (This study is focused on how the customer experience industry...
Providing an extraordinary customer experience doesn’t just happen
A few weeks ago I had a truly extraordinary customer experience. The Chris Tomlin Burning Lights Tour came to town. The concert was fabulous...
All Hands on Deck
Have you considered the importance of having an extended team focused on the customer experience? It takes way more people than simply the Customer...
Going beyond surveys to improve the customer experience
This McAfee blog recently caught my attention as I realized that although our businesses are very different, the premise is the same as you...
Reflecting on Your Customer Strategy
For the past few weeks, it seems as though all people are talking about in the US is the potential for going over the...
Becoming World Class
Focused attention usually generates better results than acting haphazardly without a plan. I believe that. And, that belief was reinforced to me...
My customers don’t lie
Isn't that a basic assumption we make as customer strategists? After all, why would we gather feedback and listen to the voice of the...
What are your customers going to do?
In today's economy, many businesses can't afford to manage customer relationships the same way they always have. They don't want to operate in...
Just Trust Me
Recent headlines revealed that Lance Armstrong has been stripped of seven Tour de France titles and given a lifetime ban from Olympic sports as...
Incentivizing Your Team
For some reason, I've been hearing a lot of discussion about linking customer feedback to incentive compensation plans lately. This edition of Walker Weekly noted...
Do You Have the Essentials?
It seems everywhere I look I'm reminded to make sure we have the "back to school essentials" for my stepsons. I know some of...