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

Do your customers know you are listening?

One of the first rules of acting on customer insights is to simply let customers know that you're listening. Unfortunately, too often, customers feel like their feedback goes into a deep dark black hole. Ultimately, this comes down to communication and training. Every customer strategist has the responsibility to make sure the voice of the customer gets put to use. But to do that you have to make sure everyone is aware of it, understands it, and believes in it.  It is obviously vital that prioritized action is being taken on the feedback that you have obtained, but it is equally important that you are clearly communicating those actions, both internally and externally.  When done successfully, your customers will continue to engage, share feedback and ultimately, rally behind you through continued purchasing, recommending and partnering for the long-term.

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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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