Customer strategists today should be in great demand.
After all, they possess important information – the voice of the customer. Information that is vital for running the business at all levels. So when a customer strategist goes to the office, they should be sought out by colleagues that need customer information to make better decisions.
Lately we have seen a growing level of respect for capable leaders of voice-of-the-customer strategies. They have become more effective at using technology to deliver customer insights in a seamless manner. They are educating their colleagues to understand what the information means and how they should take action. They are intelligently escalating the most important issues so systematic improvements can be made. They are driving the development of new and improved solutions. And they are focused on the strategic customer issues that will grow revenue and improve profitability. These customer strategists are in demand.
Sadly, at some companies the person in charge of these initiatives is simply administering a program. People don’t understand the information they receive. Instead, it is just one more thing to do. It’s a shame.
In Seth Godin’s book Linchpin he describes a linchpin as "an unassuming piece of hardware, something you can buy for sixty-nine cents at the local hardware store. It’s not glamorous, but it’s essential. It holds the wheel onto the wagon, thingy onto the widget." He goes on to explain how companies today desperately need linchpins – people at all levels that hold the organization together.
I can think of no better example of a linchpin than a capable and passionate customer strategist that is in demand.