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.
All in Customer Experience
Use a Customer-Centric Lens to Prioritize Investments
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.
Change: Could it be a Bad Thing?
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.
Customer Feedback: the importance of closing-the-loop
When customers invest time to provide feedback about their customer experiences in a thorough and thoughtful manner, they have expectations. Not just an expectation to be listened to. My perception is they did nothing constructive with the feedback, and perception is everything.