Julie Johnson

25
May

What we Ask (and What it Means)

What we Ask (and What it Means) Simon Sinek taught us all the value of entering into a challenge by answering the “Why” question in his brilliant Ted Talk: “Start with Why.” But not everybody instinctively starts with why. Different personalities prefer different questions. Ideators start with “Why.” Why is this relevant? Why should I care? Why did it happen? These

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25
May

Getting the best insights hinges upon asking the best questions

Getting the best insights hinges upon asking the best questions Decooda accurately detects how customers think, feel and act about a product, experience or brand, and uncovers how those thoughts and feelings translate into behavior, in order to understand the relative importance of each customer touch point.  This is achieved by complementing the Likert question with a carefully crafted, unique

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3
May

What HR could learn from Customer Experience: A people insight and analytics approach

What HR could learn from Customer Experience: A people insight and analytics approach Guest Post by: Amanda Forshew Employee engagement is cited by 87% of organizations as being one of their top priorities. However, in Gallup’s 2017 global study, they found that only 15% of employees are engaged at work and this figure is believed to be on the decline. One of

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23
Apr

Is “Agile” the Key to Customer Experience Success?

Guest Post by Amanda Forshew, Customer Alignment In theory, an agile approach should be perfect for Customer Experience. However, taken literally, it could make matters worse. Many companies have been busy trying to ‘close the loop’, taking feedback from customers about what’s not working and fixing problems. There hasn’t been a focus on innovation and improvements that will really drive

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31
Jan

2018: The Year of the Six E’s

Guest post by: Amanda Forshew, Managing Partner, Customer Alignment Will we see something new for CX in 2018 or will it be more of the same? If it is more of the same, then the experience gap that has opened will only get bigger. Forrester has called it ‘A year of Reckoning’; they state that there is “a burning platform

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11
Jan

Make 2018 the year that you simplify your CX strategy with Decooda

Is your CX survey diminishing the perception of your brand and still not giving you the insights you need – then you need Decooda. Your customers will love our IMAGINATIVE one question survey technique, and the executive team will love the insights we produce.

19
Dec

Cultivating a customer-centric culture with Decooda Impact Analysis

Cultivating a customer-centric culture with Decooda Impact Analysis One of the biggest challenges companies face is getting the team to “lean in” and embrace a culture of customer advocacy. The Decooda Impact Analysis reveals the granular emotions and cognitive insights of the customer experience that get everyone on the team aligned to the needs of the customer. How your customers

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30
Nov

Customer Experience: Make it simple, make it better.

When you know exactly what motivates your customers’ behavior – you know what to focus on. Journeys, heat maps and word pairs alone won’t get you there. Decooda will. We simplify Customer Experience and make it easy to understand. This short video gives you a glimpse at what’s possible with Decooda.

30
Oct

CX Complacency due to lack of major, visible crisis

CX Complacency due to lack of major, visible crisis Guest Blog: Annette Franz, CCXP When it comes to a customer experience transformation, is there a visible crisis in your business? Or is everyone happy with the way things are? The one step of Kotter’s 8-Step Process for Leading Change that resonates with me is the first one – especially as

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27
Oct

Customer Experience Collaboration and Case Management – Made Simple

Customer Experience Collaboration and Case Management – Made Simple Complex case management – handled simply. It’s usually the complex and unpredictable customer cases that make it past your automated processes and self-service channels to reach your agents. To handle them, agents need increasingly specialized knowledge—knowledge about which step is next and what information is relevant when a case takes an

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