Steven Walden
Steven Walden
Steven Walden is Director of Customer Experience at leading CX firm TeleTech Consulting (which includes Peppers and Rogers, iKnowtion and RogenSi). Steven is instrumental in efforts to develop the CX practice promoting thought leadership and CX community engagement and IP development. Prior to TeleTech he was Director of CX at Ericsson, developing their Experience Management Centre and also Head of Research specialising in emotion and journey mapping agency side.
Experience-Based Segmentation
Companies traditionally segment on the basis of demographics, spend or in more sophisticated companies by need, lifestyle or occasion. Yet in the new world...
Not another measure – Customer Effort Score – good but no cigar
For some firms Customer Effort Score (CES) may appear as the next Net Promoter Score. The compelling proposition is that firms should not obsess...
Experience First
In Beyond Philosophy's Global Customer Experience Management (CEM) Research 2011 we identified the threat posed to CEM by software vendors. How the term is...
Disruptive Experience Design: how to design an Experience that disrupts your market
In my blog What the heck is Customer Experience Management I emphasised how Customer Experience value comes from designing in a more engaging 'process...
Banking on Experience: Why online is critical to the Customer Experience
The recent problems Natwest have had with their Online Experience - http://www.bbc.co.uk/news/business-18575932 - only goes to show how critical it is for firms to...
What the heck is Customer Experience Management! A value-based approach
Having worked in Customer Experience for many years, one of the things that most strikes me is the level of confusion that surrounds the...
Beyond Net Promoter(r): measure your emotional preference score
Classically firms are inward focusing asking questions such as how satisfied are our customers or how likely are they to recommend US. These are...
Lean CE: Are you spending too much money on your customers?!
Let's be honest, some of the highest spenders in CE are not necessarily the best at it! Why? Because it is not about how...
Experience based Segmentation
Most segmentation suffers from being inside-out. You grab the nearest off-the shelf dataset such as age, socio-economic class or spend and use that as...
Manage your Creative Equity
It seems that one unique feature shared by many successful firms is their ability to respond quickly to or lead the market - an...
Understand your Tipping Points
Underlying business reality are numbers. The board make investment decisions based on them, your KPIs are based on them, and leadership constantly focuses on...
Design Your Customer Experience Metric
Companies interested in loyalty often measure Net Promoter®; likewise companies interested in Customer Satisfaction measure CSAT, so it seems logical to ask with the...
Lovemark your Experience using LoveSigns
When Kevin Roberts of Saatchi and Saatchi proposed the concept of Lovemarks (http://www.lovemarks.com) it represented a paradigm shift in brand communication away from the...
Customer Experience Goes Global
Turn the clock back 20 years and the thought that countries in Africa, India, China and Brazil would be the new up and coming...
Customer Experience in times of Austerity?
The promise of Customer Experience is to improve the return on loyalty through better customer emotional engagement. But what about in recessionary times when...
From Marketing to Customer Experience
Today every business student learns about the Four Ps of marketing. What few students realize, however, is that the "Four Ps" were originally 15....
The State of Customer Experience Today: Spending More Doesn’t Drive Success
For about a decade, my Beyond Philosophy colleagues and I have been fortunate to help some of the world's most recognizable brands improve their...
What Makes Some Brands So Great?
Interbrand, the world's top brand consultancy, recently released its annual list of the best global brands. The criteria used to judge the world's "best...
Hidden Defectors in an Experience
Following on from the earlier Blog on the concept of Silent Attrition, I thought I’d enclose what has been in the Customer Experience world...
One bad tweet can cost you 30 customers
Thanks to Convergys for some interesting recent press. The basic strapline is one bad tweet can cost you 30 customers. We have probably all heard...