How to Give Your Customer a Seat in the Boardroom
November 24, 2014
By: Tim Lau
Creating a customer-centric culture means taking listening to a new level. While most companies are collecting customer data from surveys, call centers, social media, and other sources, only the top performers are truly listening to what their customers are saying. In fact, only 2% of companies have reached the highest level of the Customer Experience Maturity Model, according to a recent study.
Customer experience is a journey – one that is becoming more complex. Customer attitudes, expectations, and behaviors are evolving rapidly in today’s marketplace. Customers have virtually unlimited access to information and can instantly share their experiences with millions of people at the click of a button. In this competitive environment, you can’t afford to ignore or misread your customer’s needs and wants.
You can start to understand your customer’s voice by embedding customer experience into your company’s DNA, and ultimately a seat in boardroom.
Our new eBook, How to Give Your Customer a Seat in the Boardroom, can help your organization regardless of how far you are along in your customer experience program. Download the eBook to learn how to:
- Give your customer a voice by listening to all possible channels
- Aggregate the voice of the customer to uncover themes, combining both structured and unstructured feedback
- Activate the voice, working with each business unit across your organization
- Update the customer and let them know how they helped improve your business
By giving your customer a seat in the boardroom and fully incorporating their feedback, you can improve your products, services, and processes, ultimately incorporating your customer’s journey and experience throughout your organization.
What are you currently doing to understand your customer’s voice? Download our eBook for ideas your organization can incorporate.