The pandemic has turned usually calm people into anxious customers. Understanding how they respond in the face of uncertainty helps us engage more empathetically.
At project meetings, PMs appear most credible when they speak deliberately and listen more. You learn more about the customer’s priorities. And what is expected of your team.
For me project management is so much more than the technical elements. Which is why I believe, even if it’s not your title, it’s valuable to explore the certifications. To help you develop competencies that you can use in other leadership roles.
A customer journey map that is actionable and a current representation of the customer’s experience with your company is too valuable a tool to file away on a disk somewhere. How you make use of it is an indicator of the vitality of your company. Use it as a basis to continuously enhance customer experience.
Tracking customer engagement gives you visibility into where your customer is now and helps predict what they might do in the future. So that you can encourage and nurture even more engagement.
A big challenge for small-to-medium business is how to leverage advances in technology in the way that Enterprise companies can, but in a more cost-effective way. I don’t mean that a SMB should consider taking on the big tech footprint that Enterprise undertakes. It’s more a case of understanding what that tech can do, and then trying to find a way that you can do it with the tools you have that fit into your budget.
As we all saw this past year, things can change and change quickly. Customer Satisfaction metrics can be an early warning system of the health of our business. Before you see it in the other metrics like churn, retention, customer lifetime value.
A cookieless future is still in the future? Will you be ready when third-party advertisers can’t target and track as well? Can you change your perspectives of how we handle our customer data and privacy?