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Three ways to create and maintain a competitive advantage

In order to leverage the customer experience to create and maintain a competitive advantage, companies must:

  1. Establish active leadership. Leadership, all the way to the top, focused on creating exceptional customer experiences – and holding the enterprise accountable – is a minimum requirement.

  2. Eliminate the degrees of separation. Closing the gap between employees and customers creates a customer-focused culture that lends itself to continually improving the customer experience.

  3. Embrace the power of “and.” Companies must address existing issues AND predict unknown customer needs by capitalizing on new opportunities and areas of customer focus. 

About the Author

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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