Streamline the right places
Hard choices have been made throughout the pandemic. In order to survive many businesses have simply had to cut costs. Sometimes though, they haven’t realised the size of the risk in doing so, with less staff in key areas leading to lower services and ultimately losing the customers you need to stay afloat. Leaders often make cuts looking at what generates value from the businesses’ point of view, whilst completing forgetting what’s important to their customer. How can any business hope to serve, retain and grow with their customers without truly understanding their needs?
Research is a key tool in getting up close and personal with your customers. Yes, that means not cutting areas that your customers rely on, but it also allows you to reorganise function lines with the customer in mind to make smoother and more flexible journeys. Insight Communities give you the inside scoop on what really matters to your customers. Form teams around those needs because when you create value for customers, they’re sure to return the favour.