Post on 15-Jul-2015
transcript
Produced by
Building a Customer-Centric
Business Out of the Gate
THAT’S ME
THAT’S ME
(I taught kids)
THAT’S ME
(I loved polos)
(I taught kids)
complimentary peanuts
complimentary peanuts
me carter
me carter
what I want
to say
what carter
understand
s
me carter
what I want
to say
what I
actually
say
what carter
hears
what carter
understand
s
personal
filter
more people means
more
miscommunication
what does this have to
do with customers?
you have to
find
your customer’s voice
how do you make sure
you’re listening to
the right customers?
customer
database
survey toolsurvey data
automation
NPS surveys
have become our strongest tool
for finding our customer’s voice
NPS surveys
have become our strongest tool
for finding our customer’s voice(we do other stuff too)
gather feedback from all customersat
all stages of your lifecycle
you have to
socialize
your customer’s voice
dashboards
churn committee
customer interviews
case studies
train through CS
hands up
how many of you
already know this?
if you collect customer
feedback
but don’t plan with it
you have to
act on
your customer’s voice
establish a customer advocacy group
establish a customer advocacy group
empower them to bring your customer’s voice to the table
establish a customer advocacy group
empower them to bring your customer’s voice to the table
(at all stages of planning)
decide who owns the voice of your customers
decide who owns the voice of your customers
find it
decide who owns the voice of your customers
find it socialize it
decide who owns the voice of your customers
find it socialize it
act on it
What the customer
neededHow the customer
explained it
How CS
understood it
What your product
team built