221: (Tip) The Wisdom of Your Team

Adam shares tips for leveraging the wisdom of your team as internal consultants to gain powerful customer-focused insights. Activate your internal consultants There’s no doubt that gaining the true outside-in perspective often means bringing in a consultant, but what if you can’t do that right now? What if you’re not sure where to start? Your team has more insight to share from the customer’s perspective than you may know, and they’ve got lots to tell you. Why not tap into the wisdom of your team to uncover common challenges, high impact experience gaps, and more? Your team may not be able to give you a complete outside-in evaluation, recommendations, training, or action plan like consultants such as our hosts, Adam and Jeannie…but the insight needed to uncover and fix some of your customers’ biggest challenges may be right under your own roof. With a little elbow grease, you’ll have a whole new outlook on your customer experience and your organization. Use these insights to make improvements your customers will notice right away! (And, doing some internal investigative work will help maximize your ROI when you do decide to bring in a consultant.) How can you activate your internal consultants? What should you ask them about, and how can you follow through with the initiative? Adam has some tips you can use today! Related Content 360Connext® post, Where Are Your Customer Advocates Hiding Out? Episode 182: (Tip) Advocating for Customers Episode Episode 007: Communicating Internally, Stan Phelps, and The Audience Experience We're on C-Suite Radio! Check it out for more great podcasts Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.