More people nominate “Getting management buy in” as their biggest problem than any other element of the customer feedback process.
Even if the CEO/COO “gets it” and drives the process from the top, there will often be a group in middle management who are passive aggressive to the process. They participate but drag their feet at every opportunity.
The key to bringing this group onside is to clearly link the process to their business and personal goals. Today I’ll explore how to quantify the link between Net Promoter and business success in your Business Case so that you can clearly show them how it will make them successful and bring them on board.
So, why is it that Operations always seem to get vast sums of money to re-invest in the business but the Customer Experience Group struggles for every dollar?