Culture is part of an organization’s DNA. Every company has a culture driven by its mission, vision, and values. These principles guide how team members behave inside the workplace. A business’s expectations, experiences, and operating philosophy all stem from its culture. The post How To Build a Customer-Centric Culture Within Your Business appeared first on Walker.| Walker
The presence and power of the digital experience are undeniable. Consumers have come to expect the simplified experience of the one-click digital transaction. The post Digital Customer Experience Strategy: 6 Key Areas to Focus your Efforts appeared first on Walker.| Walker
The boss calls a meeting and starts with something like, “We need to reduce churn among our customer base,” or “We’re lagging on our quarterly revenue projections,” and maybe, “It’s time to roll out the new product line.” Then your boss asks the most important question, “What are we doing to do about it?” The answer: develop a customer experience strategy. The post What is Customer Experience Strategy? appeared first on Walker.| Walker
Voice of the customer, or VoC, has become mainstream – a common, or even essential strategy for many businesses. But what is VoC, and what is the benefit of establishing a VoC strategy? The post What is Voice of The Customer (VoC)? – Questions, Templates & Methodologies appeared first on Walker.| Walker
About 73% of consumers rely on experience first when making purchase decisions (PwC). Research also shows that more than two-thirds of customers will pay more for a better experience (Salesforce). The data illustrates a key point: a customer experience strategy is not a “nice-to-have,” but a “must-have” for company success. The post What’s the Most Effective Customer Experience Measurement for Your Business? appeared first on Walker.| Walker
The customer journey map is a valuable qualitative tool for understanding customer needs and expectations at each phase of the customer lifecycle. Holistic, visual and tangible, a journey map is an integral part of a comprehensive customer experience program. The post What is Customer Journey Mapping & Why is it Important? appeared first on Walker.| Walker
For organizations looking to thrive—not just survive—in today’s diversified global market, customer experience management may be just the brand strategy they need. The post Customer Experience Management – What It Is and Why It Matters appeared first on Walker.| Walker