All in Leadership
Business is personal. Developing deep relationships with top tier customers is critical in today's fast moving, highly-competitive business environment. Frequent, deliberate discussions with key customer executives helps build the type of relationships that deliver clear benefits:
If your organization is struggling to understand how to deliver an optimal customer experience, it is vital to start thinking about the entire journey from beginning to end. If any aspect of your organization (team or channel) is delivering an inconsistent experience, you risk undermining the great experience provided elsewhere and losing valuable customers.
Priority setting during Annual strategic planning should consider your customer’s goals and reflect your brand promise to ensure your people, processes, and technology are aligned and trained and equipped to deliver a consistent experience.
Organizations use varying criteria for prioritizing annual initiatives around technology, training, business process improvement, and analytics. Sometimes the approach for ranking possible initiatives is as straightforward as perceived relative value of a project (or improvement) and the level of difficulty as compared to other initiatives. If there is a project that is low difficulty and high value, it soars to the top of the list.
If you don't see the relevance of capturing your customer's voice in some of your change initiatives, the ripple effect of change could disrupt your customer experience as well as your ability to deliver on your brand promise. Listen to your customer to understand what they want, need, expect and value.
