Tag Archives: customer satisfaction survey

Giving marketing a rebrand- step 3

Ivory Towers

Ivory Towers (Photo credit: James F Clay)

In previous posts on the theme of ‘giving marketing a rebrand’, I have suggested a number of steps marketers can take to raise their profile, credibility and effectiveness. I have called for them to Fight the Fluff and Manage the Magpie.

In this third and final post in the series, I feel it’s time to Trash the Tower.

Marketers are sometimes perceived by other functions as living in an Ivory Tower which, according to Wikipedia, is a place “where intellectuals engage in pursuits that are disconnected from the practical concerns of everyday life”.

Sometimes we are worthy of the ‘ivory tower’ perception because we have become internally focused and disconnected from the customer. Sometimes workload and organisational politics conspire to make it harder than it should be to spend more time with front line staff and customers, but how else will we get to hear firsthand accounts of how the products and services we are marketing solve (or cause) customer problems?

Does this sound familiar? If so, when was the last time you were able to escape the confines of the head office ivory tower and hear the customer’s voice at firsthand?

And I mean truly firsthand, not sitting through a 72 slide debrief on ‘wave 58’ of the latest customer satisfaction survey (showing a 3% improvement from ‘wave 57’ but with a +/- 5% margin of error!).

Here are three practical ways in which you can reconnect with everyday life in your customer’s world and learn some actionable insights to improve their experience:

  1. undertake regular customer site visits with front line staff and witness firsthand how your product or service is used in their business – look for new ways in which you can tell these stories to prospective customers
  2. listen to customer calls in contact or service centres – your colleagues in these teams have more experience of the day to day client experience than most in the organisation, so make sure you tap into it when developing new initiatives and campaigns
  3. read the 10/20/50 most recent customer complaints – look for emerging patterns and identify an issue you can own and solve, even if this means stepping outside of your organisational silo to do so

How do you gain actionable insights in your team? What are your best practice tips for getting out of the ivory tower and listening to the customer? Where have you seen innovative techniques employed that you wouldn’t expect to see being led by a marketing team?

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