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Common obstacles with using customer insights

Every customer strategist has the responsibility to make sure the voice of the customer gets put to use. Here are some common obstacles that could be encountered with getting your company to use customer insights:

  1. They aren't aware. Since they don't know about it or don't receive feedback from their customers, naturally they're not going to mention it.
  2. They don't understand it. They may receive reports from the person running the customer insight program, but that doesn't mean it makes sense to them. If they don't understand it, they're not going to talk about it with customers.
  3. They don't believe it. They may receive the information, but if it isn't relevant or they don't trust it, they are not going to bring it up with their customers.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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