How can you align your executive team with customer concerns?

Communicating Customer Concerns to the Executive Team Effective Communication Strategies : When presenting customer feedback and data to your executive team, it's important to use clear and concise language. Use visuals, such as graphs and charts, to help convey complex data in a digestible manner. Be sure to emphasize the urgency and importance of the issues at hand. Presenting Customer Feedback and Data : When presenting customer feedback and data to your executive team, it's important to use clear and concise language. Use visuals, such as graphs and charts, to help convey complex data in a digestible manner. Be sure to emphasize the urgency and importance of the issues at hand.

I place a strong emphasis on fostering a culture of customer centricity within the executive team. For this, an alignment between the organizations strategic direction and the needs, expectations and feedback of the customers is a paramount. Additionally incorporating various customer centric metrics into performance evaluation and building a deeper understanding of customer needs and expectations is crucial. Also, integrating customer feedbacks and resonating organizations strategic vision with the ever evolving customer needs is a must.

An important element in doing this is to know the language of each member of the Executive team. Your CFO will have a different set of concerns/preferred terminology from your CMO. Gain the support of each ELT member by speaking to them about the elements they care most about, and in the language they prefer.

One way is to seamlessly integrate the Customer Journeys with the company's strategic decision-making. A practical approach is to utilize an application, e.g. TheyDo, that connects with Salesforce or other CRM providers. This way, the data from customer touchpoints can directly feed into the operations management, enabling the company to guide its strategic actions based on the customer journey.

Bring both the heart and the head to life for the executives... ❤️ Share the actual customer's voice/calls/emails/feedback/stories AND... 💰 Explain/prove the ROI of what solving those concerns will deliver

To align executives with customers, promote direct exposure through channels like advisory boards and interviews. Also, tie executive incentives and goals to customer metrics like satisfaction and retention, motivating focus on the customer. Role model customer-centricity in your own words and actions - show that customer perspective comes first. With these pillars - direct exposure, aligned incentives, and modeling - you'll anchor executives to customer needs, fostering a culture where exceptional experiences come first. One final thought - AI-based sentiment analysis is a fast-growing field thanks to LLMs and generative AI. Be on the lookout for new tools and ways to accomplish the above goals. Enjoy this golden age of AI advancement!

My current job has taught me the importance of learning different persona. Learning the different types of personalities will help you navigate how you can tailor suit a presentation to suit each character because it is not one size fits all. Some characters prefer detailed presentation whilst some prefer that you cut straight to the chase. Either way, you get to treat each client like they are the only client and that is what every client wants.

Conheça seus clientes, não fique atrás de uma mesa somente consolidando dados, vá até o campo, e em todos os pontos de contato, teste para ver se as personas que você montou representam o seu cliente na “vida real”. Traga também um grupo de clientes como beta para o seu negócio, e permita que eles sejam os protagonistas de fato das decisões, inclusive opinando com melhorias em seu plano de ação e estratégia.

Sales is about relationships and emotions, so the sales team should try to create a strong relationship with customers. To achieve this, team members must not only master the features of products and services, but they must empathize with customers and gain their trust to understand their concerns, needs, and goals.

Faça com que toda empresa viva experiência do cliente na vida real, seja em visita de campo, seja em CallCenter, seja em loja. Desde o nível do maior executivo, passando pelas estruturas corporativas, até chegar nas áreas de ponta de contato. Tenha o time de gente e gestão ao seu lado nesta etapa, eles são os principais motivadores para promover esta ação.

In my experience, the power of customer stories comes from the magic of data storytelling. On the surface, churn can be seen as a criticism of the business if we focus only on the negative impact. But if I tell you that churn is best in class, our churn and return behaviours build loyalty. Retargeting churn users has been improving customer performance. The knowledge becomes power with the executive team.

Criação de uma governança forte incentivada pela alta liderança da empresa, e claro durante dos comitês e ritos compartilhe os cenários reais e as ações adotadas, e os seus resultados. Isso mostra o quanto a empresa está alinhada e focada na cultura do cliente no centro.

Uma vez que a jornada foi mapeada, e os principais pontos que fazem diferença na vida dos clientes foram identificados, definida os KPIs mais relevantes para medir estes pontos e isso deve fazer parte do plano de metas de cada líder das etapas da jornada.