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

Hierarchy of Engagement

Does your company have a culture that demonstrates their commitment to customers in their everyday actions? At Walker, we have a framework for helping companies create customer-focused action. We call it the hierarchy of engagement and it’s based on the following principles:

  • Awareness: Creating action starts with awareness. Often overlooked and perhaps one of the most powerful ways to create awareness is to give your purpose, your team an identity.
  • Understanding: Once awareness is achieved, the next step is to build understanding. People must be able to connect the customer experience initiative to their job. They have to understand what it means to them.
  • Belief: This is about getting others to understand what you already know. You need to communicate that the customer experience isn’t just the right thing to do, it creates a competitive advantage, improves retention and growth, and delivers a return on the investment.
  • Action: Once someone believes in the initiative, they will take meaningful action. This is where transparency and authenticity show-up. It’s about listening, taking credit for your strengths, and acknowledging the work that remains.

About the Author

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

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