At a recent MaritzCX event, we held an interactive power hour facilitated peer-to-peer discussion about creating a strategic action plan to generate the expectations and actionability of insights. The room was all a buzz with CX professionals, who were sharing ideas and discussing the methods that work best when it comes to driving action throughout their organizations.
We all know that gathering insight from customers doesn’t help “you” or “them” if you don’t use that information to make an impactful change. In the CX profession, we like to measure and look at metrics—but influencing people, teams and organizations to act differently is one of the most important and difficult things we need to do.
This interactive discussion pinpointed 3 strategic ways to drive action throughout your organization:
1. Drive Ownership at All Levels of Your Business
- Empower the lines of business with data, so that action can be taken by the owners who can make changes for customers.
- Engage the business lines in your CX work from day one. If there is a certain customer pain that a business line would like to learn about, bring them into the process from the beginning to develop a research learning plan, so that they have accountability with you. When the insight is brought to the forefront, action can be taken immediately, because the business lines have been involved from the beginning.
- Provide a Playbook or repository of best practices with peer review to share with your front line employees. If you know what works well for the customer, share it and give your teams the ability to rate the information on an interactive platform. This enables peers to know when something is working well, or when it needs to be revised.
2. Don’t Forget the Importance of Data Integration
- Use both Voice of Customer (VoC) and operational data metrics. Do not report them separately. Your data should be reported as one, as this will help you and your organization develop a better understanding of customers.
- Leverage, test, and learn. When insights come in, they are telling us something. Use that information, get into market, measure the gaps and make sure to drive the right business outcomes (from what customers are asking for). Listen, test and learn is the key to success.
- It is important to try and solve the right business problems. You now have all your data integrated into a comprehensive story of what your customers are saying, as well as what the business outcome is. At this point, you can rally around what problem you want to solve and then use the right metrics to carry that forward.
- Use the data. You need to make the data immediately available and transparent to all employees throughout your organization.
3. Collaboration that Goes Beyond Your Team’s Cubicle Walls
- A hub and spoke cross-functional model can be an effective way to help with accountability and actionability throughout your organization.
- The hub is the CX team
- The spokes are all other organizations/teams that own and drive CX/EX action within their part of the organization. They are the ones that are truly accountable for driving change.
- Develop a thorough communication strategy. A communication plan that conveys the required actions and the business value of the change should leverage the customer feedback, put it into effect, and inform the organization about it, and the changes that have taken place.
I’d like to thank Amy Jo Fisher, American Family Insurance for facilitating the event discussion.