Customer strategists can’t do it alone. They need an army of ambassadors to make sure people are aware of the organization’s customer initiatives and that a customer-focused spirit is engrained in the corporate culture.
To evaluate what you have in place, do this simple exercise. On a sheet of paper, draw a line down the middle. On the left side, write – who do I have? On the right side, write – who do I want? Then, on the left side, list all those that are ambassadors of your customer initiatives. In other words, who believes in the customer strategies that are in place? Who can you count on for support? Who’s on-board? Then, on the right side, think about who else you would like to have in your army.
Don’t limit yourself to certain departments or areas. Include executives, people on your direct team, managers, users of information, and any others across the organization.
Who’s in your army of customer advocates?