Here’s an idea – ask them.
Conduct an internal usage assessment. The basic idea is to answer the question, “Is anybody using this stuff?” Send a simple survey to the people in your organization that addresses common barriers to usage. From this you can learn ...
… if people are aware of customer listening initiatives.
… if the reports they receive are clear and useful.
… if they understand what they are to do with the insights they receive.
… if the insights are relevant to their specific role.
… if they use customer insights to make better decisions.
… if they feel company’s customer strategies are having a true impact.
All this provides guidance to help make improvements to increase awareness, understanding, and belief in an organization’s customer strategy. This approach can go a long way to prompting more action and delivering better results from your customer initiatives.