As I work through plans for regularly sharing customer insights throughout our organization, I'm encouraging independent enthusiasm to find out more. For now, that means showing how important it is to shift our mindset by meeting real customers. I’ll be doing this in a variety of ways.
To get there, I’ve been starting inside. I figured that since we have a high retention rate I should utilize how we got there. I knew there had to be insights all around me that could be used to form a bigger picture and grow that communication. I learned there are quite a few mechanisms being used, and some that aren’t yet being used to their potential.
While interviewing a variety of internal professionals, I've been identifying opportunities to paint a useful picture of real customers. This week, I'm sharing the questions that I asked our Director of Client Relationships. I found they opened up discussions for many ideas. Some included thoughts on process improvements and top issues that clients face when onboarding, others nodded to our UX team’s overall customer empathy efforts.
Questions for Client Success Specialist
How do we measure client success?
How do we interact with clients?
What processes are in place to address issues?
How do we capture the good stuff to repeat it?
Communication with other departments and business units
How can we promote more customer empathy as a business unit?
What about in product design?
As you may guess, the information gathered gave us great insights on how the organization currently interacts with buyers. We also learned about top issues and gathered client feedback during this process. Now we can consider UX enhancements to better balance ease of onboarding with technical learning curves. The Client Success team also understands their access to our team of resources better than they had.
Not surprisingly, throughout all of my interviews it was unanimous that we could be doing a better job communicating insights. Most importantly for me, it helped to paint a picture of how I can approach bringing to light the real customer journey and daily habits of our users – all of which can impact our design and development processes greatly. There was also a shared enthusiasm for customer-led business and connecting more regularly in this effort. My goal is to grow this eagerness into opening doors for our educators and learners.