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Customer success is eating healthy and exercising

My husband recently lost 40 pounds. When I tell people about his success, they often say, "What did he do? Start working out?"

Well, actually there are a lot of things he did to lose the weight. He started with a goal. His goal led him to measuring his calorie in-take, which led him to working out. It is the combination of these items that have created new behaviors in his lifestyle.

There are many similarities to weight loss and creating customer value and customer success. Here are four of the essentials:

  1. It is easier said that done. Changing behaviors and creating a customer-focused culture is hard work, but hard work pays off.
  2. Without a goal, there is no incentive to change.
  3. It requires measurement to know where you are today and to track your progress for tomorrow. The customer insight is a critical component in this measurement process.
  4. Measurement without action is worthless. Measurement with action creates success. The two go hand-in-hand.

Does your customer success program have these essential ingredients?

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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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