Customer strategists must anticipate all the twists and turns, ups and downs that can derail their customer strategy. Here are three tools that can help keep you on track:
- Have a good ROI statement. Nothing is more powerful than being able to show the value of your program with a succinct description of the return on investment. If a new executive arrives, often there is a re-organization or looming budget cuts. Demonstrating the value of your VOC program in financial terms will be the most effective way to ensure you sustain momentum.
- Show that customer information is being used. Smart customer experience professionals should ensure they monitor the ways people in their company use customer insights at all levels: corporate, business segment, and account-level. They build an infrastructure to show that people not only receive customer insights, but also track that the insights are put to meaningful use.
- Create success stories. People love to hear a good story about how a colleague used customer insights to make an important decision that paid off.