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Helping you put the customer at the heart of every decision.

Another Blog?!

Just what the world needs – another blog!

It seems like everyone is creating a blog. Some are just doing it because it is the hot and trendy thing to do and I have to admit, that’s what prompted my interest. I mean, everyone has a blog, shouldn’t I have one?

Here is the important distinction. Everyone’s blog should begin with an opinion. It should have a point. I’m actually okay with everyone having a blog if they have a point to make or an opinion to express.

Here is my point: Voice of the customer programs rarely meet their full potential because the people within companies don’t really get engaged.

Okay, it may not solve world hunger or cure the common cold, but it’s my little piece of the world! If you are reading this, you probably know that I work at Walker and you probably know that we have decades of experience developing customer satisfaction and customer loyalty programs for lots of influential companies. I see customer advocates conduct all kinds of great loyalty research and gather great insights from customers, but get frustrated because their good work never turns into actions or results. I believe how they get people engaged has a lot to do with this.

I’m not as interested in how to conduct voice of the customer programs. I want to focus specifically on how to communicate them. How can you promote them? How can you market them? How can you get them to grab your employees by the collar and say, “this is important and it can make a big difference for our company!” Or, more important, “here’s your role, jump in and let’s make it happen!”

I’ll focus on communication tactics, training topics, internal marketing efforts and other areas all aimed at getting people jazzed about customer retention and loyalty initiatives within their company.

Finally, here is my pledge to you:

  • I’ll try to keep it short.
  • I’ll do my best to make it interesting.
  • I like visuals so I’ll include sketches or graphics.
  • And I promise not to blog about the topic of blogging ever again.

Got an idea on the topic? Pass it along!

About the Author

Patrick Gibbons

Patrick Gibbons

As Principal and Senior Vice President of Marketing for Walker, Gibbons has global responsibility for definition, branding, and promotion of the company and its solutions. Gibbons has published and/or contributed to a number of articles, papers, and blogs on customer intelligence topics and has a regular column in CRM Magazine. He has been a featured speaker at a wide range of conferences, and has produced a series of educational events for customer experience leaders.

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