How do I get my team to focus on our customers?
When a team is focused on the same customers, projects and processes will run much smoother. It is often difficult to get the whole team to focus on the customer, so here’s some activities that will help:
- Get the team together to agree on who your customers really are. Draw up customer profiles, give them names, goals, and identify the reasons why they need to use your products or services
- Get them to see things from a customer's perspective. Arrange for them to watch customers while they interact with your website, call centre, support staff...
- Appoint a 'customer representative' in each of your project teams who is responsible for keeping the team true to customer needs and expectations
- User customer understanding to prioritise future project decisions by evaluating things from a customer perspective, using your agreed customer profiles
Common questions about customer experience
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