A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “strategy”

What’s your “word-of-mouth” strategy?

What’s your “word-of-mouth” strategy?

Released: October 16, 2018 6:00 am

Businesses often focus on various types of strategies to get ahead in the market: sales strategy, market strategy, customer experience strategy - but do you have a "word-of-mouth" strategy? Steve welcomes New York Times bestselling author Jay Baer to discuss his new book, "Talk Triggers", and how companies can recruit their own customers into becoming marketing volunteers.

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The Pitfalls of Tech

The Pitfalls of Tech

Released: September 4, 2018 6:00 am

CX pros and business leaders rely on technology to provide the data and analysis of customer feedback, but it’s too easy to get stuck in the mud. Steve welcomes Walker technology experts Ryne Fanning and Rich Boits to the podcast for a discussion on how to avoid common mistakes when planning your technology strategy.

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#Frankensurvey

#Frankensurvey

Released: June 12, 2018 6:00 am

How's your customer listening "house"? Do you have that one survey that always gets added to and has now become this monstrosity of your CX listening strategy? Steve welcomes Dr. Troy Powell to the podcast to discuss the dangers of not effectively planning your listening architecture and how you can avoid relying on the "Frankensurvey" to gather valuable customer insights.

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