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

Do you know what problem you are trying to solve?

One common challenge customer-focused leadership faces is knowing the right question to answer or problem to solve. This isn’t just a challenge reserved for customer strategists. It is a challenge faced by all leaders.

In the movie Moneyball, this challenge surfaces during a meeting where the Oakland A scouts discuss how they are going to replace their most valuable player. The discussion went something like this: 

Scout 1: "We’re trying to solve a problem here Billy."

Billy Beane: "Not like this you’re not. You’re not even looking at the problem."

Scout 1: "Look Billy. We all understand what the problem is."

Customer Strategy ConsultingBilly Beane: "Good. What’s the problem?"

Scout 1: "The problem is, we have to replace three key players."

Billy Beane: "No. What’s the problem?"

Scout 2: "Same as it’s ever been. We have to replace these guys with what we have existing."

Billy Beane: "No. What’s the problem Barry?"

Scout 3: "We need 38 home runs 120 RBIs."

Billy Bean: Makes a buzzer sound indicating another wrong answer and goes on to explain the real problem.

Knowing the real problem that you are trying to address is the first step to developing a customer strategy that will ensure success. Before you get too far down any path, take a step back and challenge the problem you are trying to solve.

Once you’ve identified the real problem, you can design a customer satisfaction and loyalty program that is aligned with the true business need. 

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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