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Does your VoC program have room for more wine?

Customer strategy consultingHave you seen this e-card yet?

For some reason it got me thinking about customer retention strategies and the role of customer focused leadership.

Here's what I mean:

Glass is half empty:  This view might say, "Our role is never done. This is a journey, not a destination, and we will face internal resistance and barriers that are going to make this journey challenging. Be prepared."

Glass is half full:  This view might say, "This isn't a journey, it is a race and the company that gets there first wins. So, what are we waiting for? Let's get going. We can do it."

Room for more wine: This view might say, "The race is a journey and the journey is a race. Some progress is better than none. So, let's start small and nail it, then scale it. We will face obstacles, but these will create opportunities for more wine (not more whining)." 

 

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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