Gaining Customer Insight

(Whether they are the primary customer who pays your salary or the one in the department next door!)

1. Identify the Issue/Opportunity and determine the Process to Review.

2. Decide who is the Customer.

3. Understand the Customers current expectations.

4. Clarify the customers view of what is a successful outcome.

5. Identify what it is the process currently does that impacts customer success (negatives and postives).

6. Develop SMART Successful Customer Outcome Statements of Intent.

The post Gaining Customer Insight first appeared on CX Obsession - for Process & Experience Professionals.

The post Gaining Customer Insight appeared first on CX Obsession - for Process & Experience Professionals.