Four benefits of tracking customer initiatives:
- Establishes clear ownership — Assigning a business owner to each initiative ensures someone is responsible for seeing it through to completion.
- Provides built-in accountability — Documenting initiatives and responsible parties encourages accountability and provides motivation for follow through to completion.
- Creates organizational visibility — With real-time information and status updates on issues, customer-facing associates have the latest information in a concise format – right at their fingertips – to share with customers.
- Enables broad-based direct-to-customer communication — CX professionals can use an initiative tracker (such as Walker TrackIt) to proactively send updates on systemic issue resolution to all affected customers, helping to create goodwill and strengthen relationships.