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Don’t overlook these four resources on your team

All customer retention strategies rely on a network of internal and external resources. However, a few key resources often get overlooked:

  • Social media analyst: Individuals who are involved with your social media initiatives gain an understanding of the customer and prospective customer through a different channel. Combining these two perspectives helps communicate a more holistic view.
  • Communication specialist: Getting a colleague's attention is a top challenge among customer strategists and involving a communication specialist on the team can help.
  • Financial analyst: Aligning the customer satisfaction and loyalty research with financial metrics, such as revenue growth, and profitability, will help position the information in terms that are meaningful to executives and enhance the recommendations.
  • HR: Customer input is a valuable resource during performance reviews, particularly for customer-facing associates. Engaging HR will ensure customer input is used to recognize and reward the right associate behaviors.

This post was published as a part of Walker Weekly, an e-newsletter featuring best practices and tips for B-to-B customer strategy.

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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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