Wouldn’t it be great if once we finish a customer feedback program your organization would immediately put plans in place and take action? Unfortunately, too often we find it much easier to gather feedback than to actually do something with it. Taking action to strengthen customer relationships isn’t always a top priority for customer facing associates or for senior executives.
What is a priority exactly?
Priorities can be pictured as the sum of four parts: Ideas, Beliefs, Attitudes, and Actions.
- Ideas: An idea is what we think about a particular situation.
- Beliefs: A belief is a core assumption about reality – what we believe to be true about the world around us based on our knowledge and our past experiences.
- Attitudes: An attitude is the spirit or mind set in which we approach a particular situation.
- Actions: An action is what we choose to do. Our actions are the ultimate revealer of what we think and believe to be most important.
All four components – Ideas, Beliefs, Attitudes, and Actions – join together to form a priority. And, if you think about it, you can see how your associates might have differently ideas, beliefs, and attitudes at different stages of the Hierarchy of Engagement.
As a customer advocate, you’re not the only person in your organization that needs to make it a priority to take action. What needs to happen for others to make it a priority too?