What are the six essentials for world-class customer focus?
Learn what makes customer programs world-class as Walker’s CEO Steve Walker, and SVP of Marketing Pat Gibbons, discuss each of the six essentials and what it takes to be world-class in each.
In this blog, Harley Manning shares insights on what "separated the winners from the contenders" in Forrester's Voice of the Customer Awards. His advice:
"If you're running a VoC program, please take the time to think through how you'll measure - and prove - your program's impact on your business and your customers - not because you want an award...but because it will crystallize your thinking about why you're listening to customers and how the insight you gain can create benefits for your organization."
As the nasty red blob heads your way, the national weather service already has a plan in place to communicate with you – and to reinforce the message about the impending storm. Likewise, a communication plan should be a key element of your Customer Strategy. An often overlooked step in communicating with customers, partners, and employees is to reinforce the message. This step is every bit as important as defining your audience, crafting the message, and choosing the right vehicle(s).
While the stock markets appear to be somewhat stagnant, the Walker Index has continued to climb, reaching an all-time high.
The Walker Index is a hypothetical stock index comprised of Walker clients. The Walker Index is a decent proxy for an index of customer-focused companies, companies that really want to use the voice of the customer as an important management lever.
Over the past 10 years, the Walker Index has generated a compounded annual growth rate of 11.52% compared to just 0.88% for the S&P 500. Why the difference?
