Today we'll be getting into the mind, the shoes, the seat of the customer.
A Seat At The Table
Think about your last large company-wide meeting.
Maybe it was an annual retreat, or an inter-departmental quarterly meeting.
What matters that everyone was represented at that meeting: Ops, Finance, Marketing, HR, IT, The Customer...
Wait, no, the customer wasn't represented. For one, they're not a department. Secondly, you're not going to invite your customers to sit in on your company-wide meetings, are you?
Of course not. That'd be ridiculous.
Still -- consider that as you read this, in some conference room in America a bunch of decision-makers are trying to figure out how to get that next
edge on sales, or better word-of-mouth, or longer customer retention... without the presence of a customer advocate.
That's kinda ridiculous too, isn't it?
Let's solve this.
Today's Mission
Deputize someone in your department as the Customer Advocate.
Pick someone who attends most meetings, has empathy, and has a good understanding of the customer journey.
(If
you can't think of someone who's a perfect fit for all three of those conditions, that's okay! Just find the best fit you can.)
Their assignment is simple: It's their job to truly represent the customer in every meeting. The better they can really put themselves in the shoes of the customer, the more effective they'll be.
Take 10 minutes today to assign that deputy and let them know their role. In your next meeting, let them try their new role as Customer Advocate on for size.
Afterward, you may find it useful to have a quick debrief
about how it went for your new deputy Customer Advocate.
It may seem like a simple change, but when it comes to creating a customer-centric culture, adding a Customer Advocate can be ridiculously significant.
PS - A big congratulations -- with this, you're officially two-thirds of your way through the 21-Day CX Challenge! I'll be following up later today to check-in, but as always if there's anything you need, just hit 'Reply' and let me know.
