The Power of Customer Obsession Teams - A Holistic Approach to Customer Service

To create a successful COT, it’s important to start with the customer journey map. It has to be comprehensive and mapped out in detail. This map shows all the stages of the journey, including sales, deployment, adoption and expansion, and renewal. It also includes all the internal roles involved in these stages. By creating transparency about every contributor, silos are broken down and forces are joined to deliver outstanding customer experiences.

The next step is to align all the mapped roles with the responsibilities they carry. This alignment should be focused on their contribution to a satisfied and loyal customer. This role definition is crucial for a streamlined process, including internal language/terminology that needs to be agreed on and applied. Additionally, the rules of engagement need to be set out clearly to avoid friction and confusion down the line. The importance here is to create a clear understanding of how roles should interact with each other and with customers. This will ensure a smooth and consistent customer experience, and will help to build trust and loyalty.

Another key element of a successful COT is communication. It’s essential that information and customer history are communicated along the journey. This includes shared responsibility of all roles within a COT for customer satisfaction, putting focus on seamless handovers with constant visibility of historic customer data and eventually increased satisfaction.