Over the last week I have met numerous companies who have some great customer strategie, but are struggling to implement them. Here are five common obstacles these companies are encountering during implementation:
1. Is anybody listening? Unfortunately, many companies simply don’t have a good system set up to gather insights from their customers or employees.
2. Too much information, not enough action. Too many companies gather all kinds of feedback and information from customers, then look at it and say, “Now what do I do with all of this?”
3. Who’s in charge? Leadership at all levels is a key element to ensure the voice-of-the-customer initiatives are truly strategic.
4. Make it matter. When customer initiatives aren’t aligned with other company strategies and vision they lack relevance and meaning.
5. Show me the money! Too often, companies can’t (or don’t) calculate the payoff. Customer strategies should connect with other business measures and prove that there is a strong impact on overall company performance.
Can you improve your implementation?
