If you lead a customer-listening program, one of the essentials for your success is getting people on-board. Whether it is the team working on the program or the users of the customer information you provide, you need get them engaged and keep them engaged so they will take action on the voice of the customer.
My question is – are they on-board or just bored?
Now turn the tables back around. You’re the one trying to get people engaged. You have to make it relevant, important and compelling. Referencing one of my earlier blogs, there are four stages to a getting people engaged in customer strategies – awareness, then understanding, then belief, then action. It’s at these middle two stages – understanding and belief, where people make the decision to jump in. Here it’s your job as a customer advocate or customer strategist to make sure they understand the program and its objectives. Further, you have to inspire a level of conviction so they truly believe in it enough to take action.
For customer advocates to truly be successful in implementing their customer listening programs and building customer loyalty, they must get people on-board and prevent boredom.