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Believing in customers

This time of year there is a lot of talk about believing — mostly about believing in Santa Clause or in the hope of the new year.

As customer strategists and advocates, our job is to help the people in our company believe in customers. To help them recognize that putting customer insights to use improves the products we develop, the service we provide, the experiences we design, the resources we allocate, the processes we deploy and much more – virtually every aspect in the company can be improved by believing in customers.

Belief – the third level in the Hierarchy of Engagement – and a critical element of every organization’s customer strategy.

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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