Recently Walker hosted an executive roundtable focused on driving business results through customer-focused strategies.
During the discussion, one of the executives said, "We have to earn the loyalty of our customers." So true!
Establishing the customer listening posts to capture input when it is convenient for the customer is the first step. And, it is easy to get stuck spending significant energy and resources on this step.
But, we must not forget that this step alone will not build customer loyalty. It is how we use these customer insights that earn us loyalty and create customer value.
As you embark on the journey of customer-focused business strategies, start with a plan that includes:
- Your customer commitment: This should include how you will use the information and how you will communicate your progress.
- Your employee commitment: This should include how you will support their use of customer information to drive decision making and how you will communicate with them.
And, don’t forget to celebrate your successes along the way. It will help keep and build momentum.
Photo credit: Art-n-Stuff