Leslie Pagel
Leslie Pagel
Leslie is responsible for incorporating the voice of Walker's customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.
Customer Experience Fitness
Customer experience professionals are like fitness instructors and here are two fitness principles that we must apply: Muscle memory: This is the process of repeating...
Communication is a necessity
If you are responsible for gathering and using data to improve the customer experience, take a couple minutes to read this HBR blog writen...
Chances are, your company has a plumbing problem
Based on Walker's report titled, Customers 2020, The Future of B-to-B Customer Experience, Walker identifies one of the major challenges facing companies today -...
Putting the center at the center of the business
At the Strategic Account Management Association's (SAMA) 49th annual conference, the conversation focused on putting the customer at the center of the business. While...
Which customer strategy will you focus on?
At the recent Walker B-to-B Customer Experience Summit, we asked over 100 Customer Experience professionals what business strategies will have the greatest impact on...
Is your company DRIP (data rich, insight poor)?
Is it just me, or do you find the acronym for Data Rich, Insight Poor appropriate? Whenever I hear companies talk about this challenge,...
Predictive analytics – Don’t make this mistake
One common mistake customer strategists fall into when using predictive analytics is believing the analytics process alone will find the answer to the key...
A framework for customer-focused innovation
This framework illustrates an approach for customer-focused innovation. The top portion of the triangle represents new innovation. This can be new products, services, markets, or...
Not the P word!
My family and I celebrated the U.S. Independence Day at a nearby amusement park. We spent the day at the water park and afterward,...
Text analytics and The Weather Channel
As I was checking The Weather Channel , the graph in the bottom right caught my attention. It summarizes the "weather related" Twitter discussions...
Goal setting – The one criteria that is often overlooked
One of the common challenges we hear from customer strategists is centered around taking action. People will say things like, "How do I get people...
Avoiding false metrics – the VoC edition
Seth Godin recently wrote a blog titled, "Avoiding false metrics." His point is one that will resonate with Customer Experience and Voice of Customer...
The unique perspective of the channel
While Channel Partners are customers too, unlike the traditional customer, partners are able to provide a unique perspective. When it comes to Voice of...
Channel partners are customers too
Walker recently set out to answer the question, "What drives partner preference?" Or, asked a different way, "Why do partners recommend one product or...
Customer Strategy and Infographics
Customer strategists continue to look for creative ways to share their message and to inform others. They are looking for ways to demonstrate why...
What do the cloud, social media, and lean innovation have in common?
What do the cloud, social media, and lean innovation have in common? Each are impacting voice of the customer programs and changing the way...
Do you know what problem you are trying to solve?
One common challenge customer-focused leadership faces is knowing the right question to answer or problem to solve. This isn't just a challenge reserved for...
How the cloud is impacting voice of customer (VoC)
The cloud is changing a variety of customer interactions, one of which is the purchase process. We've seen a shift from buying, to renting,...
So, is that good or bad?
When sharing results from your customer survey research, have you been asked, "So, are we doing good or bad?" When designing a voice of the...
A Bulldog’s approach to communicating data
"Of course, I can have all the data I want to have—but I still have to communicate it to our players....And they have to...