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Tacking one on for better customer relationships

Do you ever tack one on?

Tacking one on is when you get to the end of a project or task and you go even further. Here’s a personal example – one of my favorite hobbies is running. When I set out for a run I know in advance how far I’m going to go. But every now and then I get to the finish and decide to go further. I (literally) go the extra mile!

It feels great to tack one on. Not only do you have the satisfaction of completing your goal, but you it is even better when you exceed your goal!

If you are a customer strategist you probably have a long lists of tasks that are part of your strategic roadmap. And every time you pass a milestone it provides a feeling of accomplishment. But when you tack one on it feels even better.

For instance …

A milestone may be to ask customers for feedback. You tack one on when you make sure to follow up on their input.

A milestone may be to deliver reports to your colleagues. You tack one on when you make sure everyone understands the information and knows how they are to put it to use.

A milestone may be establish a customer-focused team to develop a product enhancement. You tack one on when you support the team and follow up on their progress.

One thing about tacking one on – it comes from inside. Only you know when you gave it your best and then some. So next time you reach a milestone on your roadmap and you go to check it off your list – consider doing one more thing to make it even better.

Patrick Gibbons

About the Author

Patrick Gibbons

Patrick Gibbons

As Principal and Senior Vice President of Marketing for Walker, Gibbons has global responsibility for definition, branding, and promotion of the company and its solutions. Gibbons has published and/or contributed to a number of articles, papers, and blogs on customer intelligence topics and has a regular column in CRM Magazine. He has been a featured speaker at a wide range of conferences, and has produced a series of educational events for customer experience leaders.

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