How do you hear your customer voice?

Posted by Steve Whittington on Oct 18, 2019 12:07:23 AM

4-steps-imageI was in a meeting this week and discussion around mapping the customer journey occurred. The discussion was regarding the steps needed to implement a new customer facing solution. Happily, everyone agreed that the organization’s customer journeys by customer profiles were a needed input when implementing a customer facing solution. “Great!” I thought to myself, “Customer understanding is starting to be baked into this organization’s thinking.”

I listened and waited for the discussion to move to the next step of designing the implementation, which it quickly did once it was concluded that taking existing journey maps and reviewing them with the team for updates was all that was needed.

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Topics: Customer Series, Customer Service, focus on the customer

The problem with WITFM customer service

Posted by Steve Whittington on Feb 12, 2016 8:18:19 AM


Customer Service Keep talking...I am not really listening.

I believe business is increasingly tilting toward a winner takes all culture: in other words WITFM (What’s in it for me?).  This is not about the demands shareholders are putting towards operations for results (although this is part of the problem).  It boils down to the individual actions and attitudes of our teams and our customers on the retail floor.

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Topics: Customer Series, Customer Service, focus on the customer, Blogs

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