This is it — the crux, the point of customer insights, without which the whole process is futile. In this unit: Understand the barriers standing in your way, and the best tactics for ensuring colleagues carry out necessary actions.
The barriers to taking action
Before you can get going to take action, there are a few hurdles to leap. Wordnerds CEO Pete Daykin talks through difficulties you might face including managing personalities and assigning responsibility.
When a customer complains, there is more to it that just making sure they're happy. Their complaint might be indicative of a deeper problem — so how do you get from complaint resolution to complaint prevention?
Managing your relationships with colleagues is a key aspect of making sure your recommendations and insights are taken in the spirit they are given. Lauren Kelly from Riverside Group discusses the importance of making your case to colleagues in a tactful and encouraging manner.
Making an impact on tenants has a lot to do with actions you have taken, but the ultimate measure of their satisfaction — the TSMs — measures their perception of your organisation rather than its reality. This distinction is key to bear in mind.
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What's next?
The next unit covers Gathering data; from understanding your data sources to marshalling TSMs.
