Reflecting on Your Customer Strategy


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For the past few weeks, it seems as though all people are talking about in the US is the potential for going over the “Fiscal Cliff”. However, I would like to suggest taking time to reflect on another topic. This is when we traditionally reflect on the year past and look forward to the year ahead – so it is also a good time to reflect on your customer strategy.

Take stock of what went well and what was accomplished in 2012. And, identify obstacles and root causes for those things that didn’t quite go as planned. Ask yourself: What were our goals? Which goals did we achieve and why? Armed with that information, you will be better equipped to determine what to do differently this next year.

As a customer strategist, you might consider the input from others when answering those questions and in helping to guide what you will do differently (aka “new year’s resolutions”) for 2013. A great example is a customer experience manager who is focused on bringing the voice of the customer into all areas of her organization. She is in the process of actively soliciting feedback from key stakeholders, as well as reviewing progress on action plans that have been implemented based on customer feedback. Her goal is to ensure awareness and understanding of the information and insights, how it is being used, and to identify ways to have even more impact next year.

Spending time to reflect on 2012 will help you to refine your VoC strategy and set the direction to achieve 2013 goals.

“When obstacles arise, you change your direction to reach your goal; you do not change your decision to get there.” ? Zig Ziglar

Kitty Radcliff
Vice President, Consulting Services

Republished with author's permission from original post.

Kitty Radcliff
Kitty serves as the senior client service contact for assigned customer feedback engagements, with an emphasis on industry knowledge, research expertise and creation of valuable insights. She plays an active role with clients from the program design stage through project implementation, and into post-project activities.


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