Written by Sophie
Can you really be customer-centric if nobody outside the CX team sees the customer feedback?
And we don't just mean an NPS score in a monthly report - we mean the actual feedback. The frustrations, the compliments, the little things that keep coming up again and again.
Customer feedback shouldn't just live with the CX or Insight team. The people designing the products need to hear it, the people running operations need to hear it, the people making decisions need to hear it.
Collecting feedback is the easy bit. Getting it to the right people, at the right time, so they can actually do something with it is much harder.
Being customer-centric isn't always about listening to customers more, it's about making sure more of the business hears what they're saying.