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What’s in your tackle box?

Meet Pam. Pam is the Customer Experience Officer at a mid-size (and fictitious) software company, ExactTech. Over the past several years, ExactTech has experienced continuous double digit growth. While the growth is celebrated, it does create an ongoing challenge for Pam. Specifically, Pam is focused on creating and maintaining an exceptional customer experience during this period of rapid growth. 

When faced with critical business challenges, Pam typically heads outdoors because it helps her clear her mind. For this challenge, Pam decides to go fishing. After all, she is searching for answers.

Pam heads to her favorite lake. As she gets settled, her mind starts wondering. "ExactTech needs a scalable solution to serve and engage its customers," she thinks to herself.

She takes out her tackle box and thinks, "There have to be others who have faced a similar issue. What did they do? What were some of the lessons they learned? Were they successful?"

Pam looks into her tackle box and contemplates which combination of bobber, hook, bait, and location will yield the most fish. At the same time realizing she must leverage the right combination of resources from her network to generate a comprehensive list of ideas for solving her business challenge.

As she searches through her tackle box she selects a bobber and hook and thinks to herself, "which of my family and friends can help me with this challenge?" She decides to use this network as a sounding board, since they are ExactTech consumers.

Then she picks the bait. She wants a reliable bait, with proven experience. "Who has experience in adjusting to the challenges brought on by rapid growth," she questions. She thinks about her business community, the people at ExactTech, and other professional connections she has made. She identifies a handful of people that she wants to involve in her collaboration.

As Pam uses her GPS system to navigate the lake she wonders, "what tools can I leverage to reach beyond my network? I shouldn’t limit my brainstorm to people I know. I should engage others." She considers tools like LinkedIn, Twitter, and Google searches to extend her reach.

After a successful day on the lake, Pam heads home, but she isn’t leaving empty handed. She now has a plan for how she will use her network and tools to support this initial problem solving stage. She values the experiences and opinions of the people within her network and welcomes this opportunity to expand her professional connections to others.

What is in your tackle box and how are you using them to solve your business problems?

Credits: Comic Adaptation – Steve Miller; Design – Dan McCormick

Note: This blog was originally posted in Customer Connection on 4/14/2009.

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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