Believing in customers

This time of year there is a lot of talk about believing -- mostly about believing in Santa Clause or in the hope of the new year.

As customer strategists and advocates, our job is to help the people in our company believe in customers. To help them recognize that putting customer insights to use improves the products we develop, the service we provide, the experiences we design, the resources we allocate, the processes we deploy and much more - virtually every aspect in the company can be improved by believing in customers.

Belief - the third level in the Hierarchy of Engagement - and a critical element of every organization's customer strategy.

Patrick Gibbons
Principal, SVP


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