"The ability to stay customer focused is not a destination, it's a journey." Steve Walker and Patrick Gibbons talk about steps to engage your enterprise into becoming more customer-focused. They discuss getting top-down support, employee awareness, and the tools to create results in your business.
Though communicating cross-functionally can seem overwhelming in large companies, engaging employees in your vision for customer strategy is worth the effort.
The key to making customer strategies work is the way a customer advocacy network is established and leveraged . To clarify, this is more than a person assigned to the task. In fact, it's far more significant than assigning a team. A network is unique because it reaches throughout the organization to ensure the customer strategy touches all relevant functions and geographies.
"So what?"
Have you ever presented critical customer feedback results to your company's senior leadership team where they've either verbally deadpanned or used a series of distant stares to visually imply "so what?"
