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

Customer-driven or customer-focused?

Although subtle, there is a difference that can change the way the customer insight is used.

Customer-driven allows the customer behind the steering wheel. In extreme examples, this includes putting the customer in charge of the business model, the solution capabilities, and the pricing model. The customer makes the decisions and the employees carry them out.

Customer-focused keeps the employee behind the steering wheel and the customer in charge of the map. This approach allows the customer to influence the direction, but the ultimate decision and responsibility comes from the employee.

Voice of the customer programs help identify where to focus improvements and areas to leverage in the marketplace. They are the map. But, it is up to the employee to use the map to achieve sustainable business results.

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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