"...if you have a goal that says we want to increase our customer satisfaction rating by 20%. And then what you would do is you would start off every meeting by saying, who has a customer success story?
And you ask if anybody can contribute to it. And the message that people will get is, I need to come to this meeting with a customer success story, which means I need to pay more attention to customer success.
And if somebody says, well, I really don't talk to customers, you can say, well, how might you go about changing that? And somebody would say, well, I don't have time to talk to customers. Well, okay…
- Do you talk to people who do talk to customers?
- Do you read customer surveys where the customers are rated?
- Do you read customer feedback, customer feedback on the system, for example
And you can't answer no to all of those.
You have to pick one. But then the thing is that in every meeting people are going to bump into a customer success story. And so the orientation, the mindset shift is: I need to pay attention to customer success. I need to pay attention to customer satisfaction. I at least should know what the customer pain points are and what the customers love about us."
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