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Three reporting must-haves

Customer Strategy ConsultingAs customer strategists we are often called upon to share customer insights and recommendations. 

Based on feedback from more than 100 customer strategists, consider these three must-haves for your next presentation:

1. Your audience is looking to learn something new; something they don’t already know. Highlighting an unexpected insight can grab (and keep) the attention of your audience.

2. The recommendations must be well thought out. While this seems obvious, one common pit fall for a customer strategist is to assume they need to show all of the data. Instead of spewing reams of data, a best practice is to focus on the elements that tie to your customer retention strategies and the activities that are important to the audience. 

3. Try to avoid using customer survey research terms and use terms the company uses. This will help make the information relevant for the audience. At the last Walker Forum, we started a list of common research terms. Avoid using these during your next presentation – top-2 box, sample,  mean, and regression. 

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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