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Three strategies to successfully track customer initiatives

  • Focus on systemic issues that affect the wider customer base.
  • Create a cross-functional team. Most systemic issues require cross-functional engagement to resolve. A cross-functional team will work solely for the purpose of identifying systemic issues that need attention. The team meets regularly to review recent activity, assess big-picture progress and revise the list.
  • Use clear and easy documentation. Business owners should update status and record progress toward completion. Basic information to include: name/nature of issue, owner, status, status description, deadline, and last time updated. Incorporating simple color coding that corresponds to the status or deadline – on time, delayed or past due – provides quick, at-a-glance information.

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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