Many of the most successful leaders I’ve worked with are uneasy depending on surveys and rolled-up data alone to tell them what’s really happening. They want to put themselves in their customers’ shoes. They want to see the organization, products, employees and competitors as their customers do.
The video below, from my LinkedIn Learning course “Customer Service Leadership,” shares some suggestions for doing just that – seeing things from your customers’ perspectives. It outlines some sources of insight to consider, since each has its own story to tell.