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Trust your instincts… ah, maybe not

I think the best companies are very self-aware.

They don’t trust their own instincts. Instead, they are constantly seeking the viewpoint of others, most importantly, their customers and their employees. In this way they get a better view of who they are and how they should be.

When companies seek and use customer insights and employee insights, they learn how they can develop loyalty in workplace and provide the most value to customers.

In the Johari Window framework, one of the quadrants represents those things that are known to others, but unknown to you. Most companies ignore this area. They trust their instincts. The best companies seize it for a competitive advantage.

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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