Walker Blogs

Check out our blogs featuring Walker’s brightest individuals discussing topics about customer intelligence.

Leslie Pagel

Customer Focused Innovation

by Leslie Pagel
 
CX Jugglers
The website http://juggle.wikia.com/wiki/Top_40_Jugglers has readers vote for the best juggler in the world. For the past two years, the winner has be...

Engagement Tools - One Takeaway from CXPA Insight Exchange
The Customer Experience Professionals Association (CXPA) held its annual conference last week at the beautiful Arizona Biltmore in Phoenix. It was a s...

And How Does that Make You Feel? Measuring Emotions in CX
We all know that the human experience is rife with emotional ups and downs. You've probably experienced more emotions so far today than we could e...

Patrick Gibbons

Engaging the Enterprise

by Patrick Gibbons
 
Insights from customers in their own words - five methods, four tips
There's nothing like hearing a customer thoughts and opinions in their own words. I believe that's why we've seen an uptick in the use of ...

What customer intelligence will you rely on in 2020?
At the recent CXPA Insight Exchange conference in Atlanta, I gathered input from attendees to learn more about the sources of customer intelligence th...

CX Measurement - What do you measure and why?
Get ready, because I'm going to ramble at bit.  I recently attended a networking meeting with about a dozen customer experience (CX) profess...

Chris Woolard

Loyalty in the Workplace

by Chris Woolard
 
CX Jugglers
The website http://juggle.wikia.com/wiki/Top_40_Jugglers has readers vote for the best juggler in the world. For the past two years, the winner has be...

Sea Island: Exemplifying the Employee Customer Link
Last year I had the pleasure of working with Sea Island to measure employee/team member perceptions of working for Sea Island.  Sea Island is an ...

Free Beer and New Concepts in Employee Perks
I was talking to someone in HR this week.  At one time, they were a trendsetter in terms of perks offered to employees.  However, they have ...

   
Troy Powell

Customer Insight Driven

by Troy Powell
 
Reducing Friction to Deliver a Personalized Experience
A few months ago I was asked to contribute my point-of-view on a keynote address, and eventual Viewpoint for Leaders document, by EMC's Kevin Roch...

Increasing analytics adoption in CX and the NFL
At this point, most business people will have heard the concept that "Good is the enemy of great" uttered at least once. This, of course, co...

Help us win: Analytics in football and business
As I have mentioned in a previous blog post and webinar, I am a big fan of the interplay between sports and scientific analysis. I am also a life...

Kitty Radcliff

Customer Experience Lessons

by Kitty Radcliff
 
Key Success Factors for Creating a Customer Centric Culture
When organizations seek to become more customer-centric, it is important to have the right foundation in place.  Walker has identified the follow...

Which employees should be involved when creating a customer-centric culture?
Once your organization has made the decision and commitment to being customer focused, you will want to engage your colleagues – at least the on...

What does it take to have a customer-centric culture?
Anyone can run a quick search about the benefits of a customer-focused culture and will find tons of reasons, such as:  Retaining customers A...

Brad Harmon

Customer Focused Channels

by Brad Harmon
 
Who needs who more? The role of dependency in channel/supplier relationships
An emerging trend in the study of relationships is how dependent the parties are on one another for success. When there is a good balance of power, ...

Channel Partner Preference – More than just compensation
Are channel partners interested just in incentives, profits, and compensation for their efforts with customers? The direct compensation VARs receive...

   
Katie Kiernan

Listening to Customers

by Katie Kiernan
 
What’s (Not Yet) in Your Wallet?
We spend a lot of time talking about gathering insights from current customers to understand what makes or breaks their key experiences with our compa...

Changing the Way We Do Things – Developing a More Proactive CX Culture
Let’s face it – we all resist change to a certain degree. In personal situations, while I struggle with change, I do feel that I am at le...

The Validation Comfort Zone
The evolution of what customer experience initiatives are like today has seen many changes, from companies who were focused on executing a survey to u...

Krista Roseberry

Customer Intelligence Strategies

by Krista Roseberry
 
Consummatory Images
I recently read an article in the Journal of Marketing (September 2013 issue) titled “How Images of Other Consumers Influence Subsequent Taste P...

Approaches to Innovation
Today I read an article in the Harvard Business Review (Jan-Feb 2014 Issue) titled “The New Patterns of Innovation” by Rashik Parmar, Ian ...

Price Perceptions
Today I read an article in the Journal of Marketing (November 2013 issue) titled “Low Prices are Just the Beginning:  Price Image in Retail...

Walker Weekly

Walker Weekly

by Walker Weekly
 
Steps toward achieving world-class customer intelligence
Often the most challenging area of customer experience initiatives is in assembling, analyzing and distributing customer intelligence throughout the c...

The CX dividend
The CX Dividend is when companies gain a competitive advantage by focusing on the customer, achieving the business outcomes necessary to reinvest in t...

World-class customer intelligence
Often the most challenging area of customer experience initiatives is in assembling, analyzing and distributing customer intelligence throughout the c...

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