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

Are you on the agenda?

Do you have company meetings? Most companies have some sort of company meetings. Large companies do them by satellite or offer recorded online presentations. Smaller companies have more intimate company meetings. Global organizations may have them by division or by functional group. But usually, there is some format where senior executives are providing an update of what’s going on in the company.

The question is — are your customer strategies on the agenda?

They should be. Let’s face it – if the CEO or another senior executive is getting up in front of people and explaining what’s happening in the company, what could be more important for them to share than insights from your customers?

But let’s face it, sometimes that’s not what they’re thinking about when they put the agenda together. So, customer advocates and strategists need to figure out how to get on the agenda so your entire company hears and understands how important your customer strategies are to the organization.

  • Provide a story of how someone turned around a customer relationship
  • Share a new product idea that came from customer input
  • Calculate the financial impact of a change prompted by a customer
  • Share the top five things customers are saying on Twitter or Facebook
  • Share the top five challenges customers are mentioning most often
  • Mention a product improvement based on customer input
  • Explain what is most important from the customer’s viewpoint
  • List important customer initiatives driving business improvement
  • List the top things your company should be proud of
  • List the top things your company should be working on

Don’t talk about the logistics – don’t even say the word "survey." Talk about what customers are saying, what it means, and why it is paramount to your business.  

Find out when your next company meeting is taking place and get 5 minutes (or more!) on the agenda.

Patrick Gibbons
Principal, SVP 

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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