Have you considered the importance of having an extended team focused on the customer experience? It takes way more people than simply the Customer Strategy owner or even the Customer Experience Team to fully embed a commitment to customers throughout all parts of your organization.
No one is that good that they can do it themselves. We need a team working together to ensure customer feedback is understood and acted on. At Walker, we believe having the right team is an essential element of a world class customer listening program.
Here are a few tips:
- The steering team should be represented by all cross-functional and front line groups.
- All team members should be proactively engaged in customer-related activities.
- Your highest level executives should see customer focused initiatives as part of their job and be actively involved in steering team activities.
See this blog for more information about the characteristics of effective teams.
But, it goes beyond the team. A company I work with understands the importance of communicating with others throughout the organization. They recognize that acting on customer feedback is critical in conveying their commitment to customers. Everyone in the organization needs to be aware of the customer initiative; they need to understand it, believe it, and act on it. As a result, customer insights are being shared at their “All Hands Meeting” because they realize the importance of having all employees involved.
Do you have all hands on deck to act on customer insights from your VoC initiative?
Kitty Radcliff
Vice President, Consulting Services
