Human Duct Tape Show podcast interview with Karen Quintos, the EVP and CCO of Dell Technologies.
Guest Post By Kathy Yoo Kathy Yoo is a creative writer and currently writes content on behalf of KOVA Corporation. […]
Most companies jump into the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead. There are eight key issues that usually get in the way of making progress in your focus on customers inside your organization.
In addition to knowing the number of lost customers, you need to know the reasons why customers left so you can drive change across the business. Without this information, the organization misses a massive opportunity to galvanize people into taking action.
A potent approach that makes the customer defection information come alive is a monthly “customer loss review.”
Establishing a reliable discussion for identifying customer defection issues and having executives constantly involved in speaking to defecting customers gets people moving more rapidly and it puts accountability in the game.
All the money in the world that you throw at that Net Promoter™ survey won’t do any good if there’s not a commitment to do something about what you hear. Yes, customer listening is as old as the hills. Unfortunately most corporations’ ears are full of wax. If you’re really serious about becoming a Customer Action Hero, there a five actions you can take now.
Net Promoter™ can break through and drive the change, but only if you break the cycle of what is classically done with the information you receive.
As with any customer feedback system, it’s what you do with the information that’s key. The name of the game should be giving customers a memory and experience so great – that they’ll want to repeat it.
The Reality Check Audit measures accomplishments and the scale of work still required to build customer relationships and manage customer profitability. Use it to set expectations and to plot out your priorities.
Separate motivation, disjointed metrics and inconsistent customer experiences illustrate a lack of commitment across the silos for treating customers as a key corporate asset.
Get six critical checkpoints for a Chief Customer Officer.
The CCO reduces dueling silos by 1) uniting operations; 2) identifying cross-silo dependencies; and 3) evaluating the silo impact across the customer experience.
If you have tried repeatedly to get a focus on customers inside your organization with less than stellar results, you’re far from alone. Most companies jump in without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead.
There are eight key issues that usually get in the way of making progress in your focus on customers, customer loyalty and customer profitability inside your organization.