Customer intelligence must be channeled through various individuals and departments to effectively drive results. To do this, customer experience professionals must build a strong support network. Here are several best practices:
- Identify pockets with potential. Begin by asking which part of the organization has the most significant impact on customers. This is the area that matters the most to customers.
- Do your homework. Before going to the leaders, find out more about them. What are their objectives? What are they struggling with? Who do you know in the group? What customer intelligence can be put to use to help them overcome their obstacles and achieve their objectives?
- Reach out. Meet with the leaders in this area to share your role and how you can be useful to their group. Share what you know about their objectives and why it makes sense to work together.
- Seek early wins. When working with new groups consider the fastest route to make an impact. Early wins build credibility and help spread the news.