CX Tip #23: Share Customer Verbatims Internally

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CX Tip #23: Share Customer Verbatims Internally
(Customer Connectedness)

Troy Stevenson, Vice President, Client Loyalty & Consumer Insight at Charles Schwab stressed the value of listening to client verbatims, saying that “There’s no substitute for employees reading through unadulterated client comments. They explain what needs to change and how they need to change.” Stevenson’s team analyzes cross-organization topics (like affluent consumers), but a critical goal is to put the information in the hands of the people that understand different parts of the business. Stevenson’s team organizes verbatims by themes and topics and then puts them in the hands of the appropriate people across the company. He estimates that thousands of people read the verbatims including every branch and call center team. Click for more info

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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