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 a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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